Client Launch Manager

Remote

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Grand Rounds
We’re here to find you a doctor, tackle a bill or explain your insurance benefits. And thanks to your employer, it won’t cost you a thing. It’s care shaped around you.
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Does engaging with customers and delivering results energize you? Are you a relationship-builder who is organized and detail-oriented? Are you passionate about bringing a world-class medical experience to millions of employees and their families?
We are looking for results-oriented Client Launch Managers to join our team and continue our rapid pace of customer growth. This person will represent Grand Rounds throughout the implementation to key customers and thus will embody the Grand Rounds passion for providing high quality healthcare to everyone, everywhere.
In this position you will be responsible for the successful planning, coordination, and implementation of projects to ensure business goals and objectives are accomplished within designated timeframes and budgets.

During your first 30 days, you will:

  • Onboard with the Grand Rounds team
  • Participate in internal learning of all products, tools, and resources available to you
  • Become familiar with our offerings and implementation process
  • Learn how to talk to customers about Grand Rounds

During your first 60 days, you will:

  • Achieve a level of comfort with our product offerings to present Grand Rounds in a pitch
  • Lead customer, carrier and employee discussions
  • Assist in the implementation of Grand Rounds Customers under the leadership of experienced Customer Operations Managers

During your first 90 days, you will:

  • Independently lead complex customer implementations
  • Gain an understanding of customer needs and priorities
  • Demonstrate a mastery of the Grand Rounds suite of products

Responsibilities:

  • Lead the implementation of employer customers, owning project management, and maintaining key documentation
  • Create project plans, including deliverables, activities, and timelines
  • Lead Implementation kick off meeting with customer and subsequent ongoing implementation touch points
  • Lead Implementation kick off meeting with carriers/TPAs and subsequent ongoing implementation touch points
  • Collect, document and disseminate customer specific implementation details to key stakeholders
  • Lead data collection and integration efforts with customer vendor partners
  • Serve as the primary relationship owner for employer customers and their vendor partners during the implementation, maintaining regular contact with key internal and external stakeholders
  • Collaborate with internal teams to identify innovations to better serve Grand Rounds customers and patients
  • Assess, manage, resolve and escalate (if necessary) risks and issues
  • Leave customers feeling delighted after every interaction

Requirements:

  • Minimum 2+ years of software or service implementation experience
  • 1+ years of healthcare experience
  • PMP certification preferred
  • Experience with project management software (Jira, Asana, MS Project, etc)
  • Demonstrated ability to build relationships with customers and vendor partners
  • Outstanding track record of exceeding customer expectations
  • Excellent verbal and written communication skills
  • Strong results-orientation
  • Superb customer empathy
  • Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
  • Demonstrated ability to work cross-functionally in a fast-growing organization
  • Entrepreneurial core; ability to innovate, think outside the box, and solve problems creatively
  • Detail oriented with the ability to manage multiple implementations at one time
  • Passion for the Grand Rounds product suite; belief that these platforms are transforming how we access and utilize healthcare
  • Willingness to travel (estimated 20%) - note, this does not apply currently due to COVID-19
About Grand Rounds Health, Doctor On Demand and Included Health:Grand Rounds Health, Doctor On Demand and Included Health merged in 2021 to form the first of its kind integrated virtual care company to raise the standard of healthcare. Our personalized, longitudinal care services include primary care, specialty care, integrated behavioral health, everyday and urgent care, chronic condition management and prevention and 24/7 triage. We get members to the right care, at the right time through ongoing clinical navigation, expert medical opinions and care coordination.
Partnering with leading employers and health plans, we deliver unparalleled, end-to-end care. Our combined nationwide practice of dedicated clinicians and innovative data science and technology platforms provide better care experiences, better member satisfaction, and better outcomes and cost savings for our nearly 100 million covered lives across commercial, Medicare and Medicaid. 
Headquartered in San Francisco, the combined company has been recognized as a 2020 UCSF Digital Health Award winner for Employer Wellness and 2021 Best Workplaces in Healthcare and Biopharma™ by Great Place to Work and Fortune. Learn more at www.grandrounds.com and www.doctorondemand.com.
-----Grand Rounds Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.
Job region(s): Worldwide/Anywhere
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