Description:

Client Implementation Senior Coordinator

The Client Implementation Senior Coordinator will be responsible for daily communication with internal stakeholders and helping the Implementation Manager prepare for new client implementations. They will schedule internal meetings and keep the Client Implementation Manager informed of daily internal and external communication with and about the client. In this role, the Implementation Coordinator will work closely with each of the Upward Health departments to understand their needs and assist in bringing them to the attention of the Client Implementation Manager.

Each client engagement has a mix of similarities and differences with other engagements, so understanding these and sharing the knowledge with our internal team is vital to success in the implementation process. The Client Implementation Manager will work closely with the Implementation Senior Coordinator to understand the needs of the client and the contract and engage with the right internal teams to produce the most successful results.

Upward Health is looking for a dynamic colleague that exhibits a willingness to learn and grow in their role. The Implementation Manger will help the Implementation Senior Coordinator grow in their position and work with them to develop in their professional career. This colleague must work well with the client and become a trusted resource within the organization. The overall role accountability is derived from a successful client implementation that yields a positive experience from both the client and the company.

Key Responsibilities

• Monitor and track action items and decisions for work streams/projects
• Meet and collaborate regularly with the Client Implementation Manager to discuss open action items for new clients
• Work internally to schedule meetings and create client agendas
• Coordinate internal discussions that stem from client meetings
• Assist with preparing for client meetings and with internal follow-up after the conclusion of meetings
• Support the Client Implementation Manager in developing additional implementation tools to elevate the overall implementation process
• Attend a regular cadence of client meetings, virtual or in-person, with the Client Implementation Manager and other team members
• Create high-quality work products to share with clients and internal colleagues as necessary
• Proactively communicate with the Client Implementation Manager internal needs to ensure appropriate setup and understanding of key milestones, timelines, deliverables, and overall implementation process
• Help build a customer-centric culture that obsesses over creative problem-solving with a spirit of collaboration, empathy, and curiosity
• Allocate time effectively and assist in working across multiple client implementations
• Other duties as assigned in support of goals and objectives

Requirements:

Minimum Requirements

• Minimum 1-2 years of experience in direct client implementation experience is preferred but not required
• Experience in working with interdisciplinary teams
• Bachelor’s degree in business-related or healthcare-related field is preferred but not required
• Demonstrated leadership to inspire and motivate colleagues to contribute to the team’s success
• Ability to demonstrate internal diplomacy/influencing skills with sales, operations, and internal cross-functional areas
• Ability to travel to various Upward Health geographies as needed
• Proficient with commonly expected current office technologies
• Exceptional problem-solving skills
• Detail oriented in approach to objectives and associated tasks

Knowledge, Skills, and Abilities

• Interpersonal savvy, demonstrated by the ability to interact with and influence others
• Expands conceptual knowledge in own discipline and broadens capabilities and displays a wellness to share with others
• Excellent written, computer, and oral communication skills – will proactively and thoroughly communicate with other members of the broader organization
• Active listening skills, quick thinking, and able to both be compassionate and respond to objections
• Projects confidence in the company’s ability to deliver results
• Anticipates, analyzes, and defines problems. Develops and assesses alternative solutions as necessary. Analyzes impact of decisions
• Strong organizational skills with excellent coordination of multiple schedules and constantly changing demands from various stakeholders
• Excellent project management skills
• Demonstrated experience facilitating meetings at multiple levels
• Understands when and how to effectively escalate issues to ensure continued forward progress
• Promptly acknowledges customers' needs, both internal and external. Ensures customers' needs are handled in a timely and appropriate manner. Creates a positive impression
• Ability and willingness to roll up your sleeves and work alongside the team

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.
** All Employees are required to provide proof of vaccination upon hire **