National Customer Care, Project Delivery Lead

Carex is partnering with a healthtech industry partner for a National Customer Care, Project Delivery Lead. Summary The National Customer Care, Project Delivery Lead will manage and execute strategic projects that improve customer care operations, with a primary focus on supporting Athena EHR implementation initiatives. This role will oversee project planning, implementation readiness, training coordination, onboarding, workflow adoption, go-live activities, and post-launch support. The position will also develop and maintain standard operating procedures, governance standards, performance metrics, and continuous improvement initiatives while partnering with cross-functional teams and stakeholders. Contract Duration: Through the end of 2027 Location: Remote Compensation: $48-55/hr What You'll Do Lead regional and national customer care projects that drive operational improvement and support Athena EHR implementation. Develop detailed project roadmaps with timelines, milestones, deliverables, dependencies, and resource requirements. Drive projects through implementation, testing, training, onboarding, go-live, and stabilization while monitoring risks and decisions. Develop, maintain, and standardize SOPs and approved Athena workflows to promote consistency and operational excellence. Ensure project documentation and communications are clear, concise, accurate, and aligned with current practices. Maintain detailed change logs and provide stakeholders with regular updates on project status, risks, dependencies, changes, and next steps. Facilitate project review, Athena implementation, readiness, and related stakeholder meetings. Identify project risks and develop mitigation strategies to keep initiatives on track. Establish and monitor KPIs to evaluate process effectiveness, efficiency, and project outcomes. Partner with Learning and Development to develop and deliver training content, including Athena onboarding, workflow education, implementation training, and reinforcement support. Establish feedback loops with frontline teams to identify opportunities for improving customer care processes, Athena workflows, training, and post-launch support. Identify and incorporate relevant best practices and innovative solutions to improve operational processes. Allocate resources effectively across implementation, testing, training, and go-live activities. Collaborate with cross-functional teams and operational stakeholders to optimize intake workflows and streamline processes. Serve as a subject matter resource for National Customer Care projects, providing guidance and recommendations to stakeholders. Develop working knowledge of Athena and coordinate with appropriate subject matter experts as needed. Champion process improvement and operational excellence initiatives. Provide training and mentorship to team members to support continuous learning and professional development. Manage multiple priorities in a fast-paced environment while maintaining project quality and timelines. What You'll Bring Bachelor’s degree and at least 2 years of experience in project delivery, organizational development, or a related field; an associate degree with 4 years of relevant experience will also be considered. At least 3 years of experience in a healthcare environment, preferably within medical or mental health practices. Demonstrated experience supporting or leading Athena EHR implementation projects; recent Athena experience is strongly preferred. Experience with Electronic Health Record (EHR) systems and contact center technologies. Proficiency with Microsoft Office Suite and project management tools such as MS Project, Monday.com, or similar platforms. Strong knowledge of medical and commercial insurance terminology. Strong understanding of patient intake processes, workflows, and documentation standards. Demonstrated ability to develop and execute detailed project plans, including implementation, training, onboarding, testing, go-live, and stabilization activities. Strong planning, organizational, analytical, and time-management skills with exceptional attention to detail. Ability to manage change effectively, lead others through transitions, build buy-in, and address resistance. Strong stakeholder management and cross-functional collaboration skills. Exceptional written and verbal communication skills, with the ability to communicate clearly and concisely with diverse audiences. Ability to analyze processes, identify inefficiencies, address root causes, and develop practical solutions. Strong decision-making, critical-thinking, and problem-solving abilities. Ability to manage ambiguity, competing priorities, and unforeseen issues effectively. Commitment to service excellence and improving customer experiences. Empathy and demonstrated ability to understand and incorporate customer needs into operational processes. Demonstrated awareness, inclusivity, sensitivity, humility, and experience working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other aspects of culture. Ability to work from a quiet, distraction-free, dedicated HIPAA-compliant workspace with reliable internet access. Legally authorized to be employed in the United States. Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.

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