Note: The job is a remote job and is open to candidates in USA. Protocol Behavioral Health is a fast-growing healthcare company integrating specialized behavioral health and supportive care into oncology teams to improve cancer care outcomes. The Manager, Implementation & Operations will lead new partner implementations from kickoff through go-live and steady-state operations, coordinating external partners and internal clinical, operations, and technology teams. The role also owns business operations initiatives, including improving playbooks, toolkits, and cross-functional processes.
Responsibilities
- Serve as the primary point person for new partner implementations — leading partner meetings, building and maintaining project plans, and coordinating technology setup end to end
- Own up to two concurrent client implementations once fully ramped, including onsite support during launch and oversight of education and marketing material delivery
- Translate partnership structure and market- or partner-specific nuances into a clear, executable plan, anticipating risks early and driving mitigation plans without waiting to be asked
- Lead complex partner implementation conversations as a proactive problem solver — someone who surfaces issues and drives them to resolution, not just a project manager keeping things on track
- Own implementation outcomes, not just task completion — finding the problems and having the hard conversations, not simply keeping things on track
- Refine/Iterate on current implementation project management templates and the existing implementation playbook
- Flex time and focus between implementation work and business operations projects as implementation volume speeds up and slows down
- Take higher-level ownership of select work currently managed by the broader operations team — including optimizing toolkits and playbooks and improving manual processes — partnering cross-functionally to increase efficiency across operations and the clinical team
Skills
- • 4-6 years of experience with a track record of owning implementations end to end
- • Healthcare implementation experience, ideally within a managed-services model; SaaS implementation experience also considered, provided there is strong operational (not just project management) ownership
- • Working knowledge of how a clinic functions, including revenue cycle fundamentals, and experience or aptitude for driving provider behavior change
- • Familiarity with Electronic Medical Record (EMR) or Electronic Health Record (EHR) systems and the technical aspects of implementation
- • A proactive problem solver who identifies issues and leads the conversations to resolve them, rather than operating solely as a project manager
- • Demonstrated ability to independently drive work forward, solve problems, and manage ambiguity
- • Comfortable holding multiple concurrent workstreams and flexing between client-facing implementation work and internal business operations projects
- • Strong project management fundamentals — building and iterating on project plans, templates, and playbooks — paired with excellent relationship-management and communication skills to lead partner-facing meetings independently
- • Ability to travel 20%-30% as needed to support onsite launches and partner meetings
- • Prior experience in oncology, behavioral health, or value-based care settings
- • Experience in a high-growth, early-stage healthcare services startup environment
- • Background in management consulting within healthcare
- • Experience performance analyses and translating data/findings into operational workflows
- • Entrepreneurial spirit
Benefits
- Flexible hybrid work
- Competitive healthcare coverage
- Generous paid time off
Company Overview