Project Manager

Position Overview -

Seeking highly skilled and motivated healow Project Manager to join the team. This role involves implementation of healow Genie, an AI powered virtual assistant for customers to enhance practice and patient efficiency. Strong background in implementation process, training and troubleshooting coupled with excellent communication, problem solving skills and comprehensive grasp of contact centre operations

Job Functions/Responsibilities

• Implementation of healow Genie responsible for end-to-end implementation of healow Genie solution for new and existing practices.
• Conduct workflow assessments to understand the client requirements and configure the system accordingly.
• Collaborate with cross functional team to ensure seamless integration of healow Genie with eCW EHR and non eCW EHR users.
• Provide comprehensive training to practice staff, focusing on effective use of healow Genie features.
• Post implementation support and address client concerns promptly to ensure system performance meets client expectation.
• Analyze practice workflow, recommend optimization to maximize the benefits of healow Genie.
• Proactively identify and resolve functional issues during and after implementation.
• Collaborate with the product/development team to report and resolve system bugs or enhancement requests.
• Build strong relationship with the customer to foster trust and ensure high satisfaction level.• Act as a liaison between client and internal teams to ensure alignment on goals and expectation.
• Stay updated on new features enhancements and updates in the healow Genie platform.• Educate clients about updates and how they can improve their practice operations.• Excellent communication and interpersonal abilities.
• Strong analytical and problem-solving skills.
• Ability to lead and motivate teams through change.• Experience with contact center platforms in CRM systems.
• Familiarity with AI machine learning concepts particularly, large language models and NLP techniques.
• Experience implementing large language models and NLP technology in a contact center environment will be additive advantage.
• Analyze current contact center workflow to identify opportunities for automation and improvement
• Implement best practices to increase operational efficiency and customer satisfaction• Monitor and evaluate performance of automated system.
• Foster collaborative environment to promote successful adoption of healow Genie solution.
• Provide adequate trainings via online and/or onsite demonstrations• Facilitate team and client meetings effectively.
• Comply with and help to enforce standard policies and procedures.
• Understand how to communicate difficult/sensitive information tactfully.
• Prepare scope of work, Project Plans and Closure Report for every project.
• 100% scope compliance for milestones
• 100% Timeline compliance
• To work on "How To" cases and provide relevant resolution to the client for Active projects in implementation.
• Ensure that the documentation is complete, current, and saved appropriately on eManager.
  

Experience/Education Requirements:

• Bachelors degree in any stream, preferably in Healthcare Administration, Information technology.

• Preferred experience in customer success, client relations, project management, Business Development or Sales, contact Centre operations.

• Preferred experience in handling international clients. Added advantage if they have handled US based clients.