Director, Implementation

Who We Are:


Clearwave Corporation is an innovative healthcare technology company based in Atlanta, Georgia that provides a complete patient-engagement platform for specialty practices. Our solutions simplify patient experiences and help practices grow and scale in our ever-changing healthcare environment, all to create a better all-around healthcare experience. With proven ROI, Clearwave improves practice revenues, reduces staff workload, and enhances the patient experience. Through self-service scheduling and check-in, patient communication, and insurance verification, Clearwave helps practices provide a digital-first, convenient, compliant, and safe experience that patients have come to expect from healthcare providers. With 95% client retention, we understand that we're stronger when we support our customers. Clearwave is committed to superior client onboarding and ongoing client success with an unsurpassed client-partner relationship.


POSITION SUMMARY

After many years serving and leading our Implementation team, our current Director is moving to a new role within our organization! Therefore, Clearwave is looking for a Director of Implementation to lead the teams that onboard new clients onto the platform and keep existing revenue healthy after go-live. The Director stays close to the work as an individual contributor, personally implementing select net new clients and ad-hoc projects, and serving as a connection point between Sales, Product, and Implementation as clients move through their lifecycle with Clearwave. This role owns the Eligibility and Implementation teams end to end, is accountable for installed revenue and on time delivery across the project portfolio, and acts as the point of escalation when an implementation needs additional attention.


This is a hands-on leadership role for someone who is equally comfortable managing a team, managing installed revenue and rolling up their sleeves to configure and deliver a project themselves.

ESSENTIAL FUNCTIONS

• Team Leadership & Cross Functional Imperatives

• Manage, coach, and develop the Eligibility and Implementation teams, setting clear goals, workload distribution, and performance expectations

• Build scalable processes and playbooks that let the team deliver consistently as client volume grows

• Occasionally recruit, onboard, and ramp new implementation and eligibility team members

• Represent Implementation in cross-functional planning to keep Sales, Product, CS, Support, and Implementation aligned on client commitments

• Ensure internal and client facing documentation is up to date for team delivery

Installed Revenue & Project Delivery

• Own installed revenue targets, tracking and reporting forecast and progress, and identifying risks to timely recognition

• Ensure implementation projects are scoped, scheduled, and delivered on time, partnering with clients and internal teams to keep timelines on track

• Build and maintain reporting on project status, timelines, and installed revenue for leadership visibility

• Serve as the handoff point between Sales and Implementation, ensuring deal scope, client expectations, and deal details transfer as cleanly as possible

• Partner with Product to represent internal and external feedback that should inform the roadmap, understand upcoming product enhancements, and provide training to the implementation team on new products

Escalation & Risk Management

• Serve as the primary escalation point for implementations that are at risk, stalled, or facing client dissatisfaction

• Diagnose root causes on at-risk projects and drive resolution plans, pulling in the right internal stakeholders

• Communicate proactively with clients and internal leadership on status, risk and recovery plans for challenged implementations

Individual Contribution

• Implement select net-new clients and add-on projects, staying close to the tools, workflows and client experience the team manages day to day

• Use this hands-on work to identify process gaps and coach the broader team

SKILLS & ABILITIES

Education:

• Bachelor's degree preferred

Experience:

• 6+ years of experience in implementation, onboarding, professional services or client delivery, with 2+ years in a people leadership role

• Experience managing teams responsible for both delivery timelines and revenue linked outcomes

• Strong team coaching and training experience, managing and cultivating team at the individual level

• Strong project management skills with the ability to run multiple concurrent implementations at varying stages

• Comfortable serving as an escalation point and driving resolution under pressure, without losing sight of the client relationship

• Willingness and ability to work as an individual contributor on select projects, not just manage from a distance

• Excellent cross-functional communication skills, with experience acting as a liaison between sales, product, CS and delivery teams

• Healthcare, revenue cycle, PM System or health IT experience strongly preferred

Certificates & Licenses:

• PMP nice to have