Implementation Lead

Role Overview 

Implementation Lead

You’ll own the journey from signed contract to successful go-live. That means aligning stakeholders, configuring systems, navigating EHR and telephony setups, training users, and ensuring the AI assistant, Mia, delivers results from day one.

You’re not just a project manager—you’re an operator, consultant, and strategist all in one. You’ll work closely with our customers (multi-location healthcare groups) to understand their workflows and design seamless rollouts that drive adoption and ROI.

This is one of the most important roles at Hello Patient. You’ll be the reason customers stay, expand, and rave about us.

Location: Austin, TX or NYC

Reports to: GM, Operations & Product

Type: Full‑time, exempt

Key Responsibilities

• Project Planning & Kick‑off. Establish scope, success criteria, timelines, and roles in a formal implementation plan during customer kick‑off calls. Create and manage detailed project trackers, aligning internal teams.
• System Configuration & Integration. Configure Hello Patient workflows; map data fields and permissions to customer EHR/PM systems. Coordinate with customer IT to provision secure network access, single sign‑on, and phone number porting.
• Data Validation & Testing. Execute sandbox and pilot environment tests to confirm data accuracy, call routing, and conversational AI outputs. Troubleshoot anomalies, escalate bugs, and document resolutions for future reference.
• User Training & Change Management. Deliver live and recorded trainings for clinicians, front‑desk staff, and call‑center agents; develop self‑serve resources (docs, quick‑start videos). Champion best practices to drive adoption and minimize workflow disruption.
• Go‑Live & Early Success Monitoring. Coordinate smooth cutovers and monitor key success metrics (answer rate, handle time, scheduling accuracy). Provide hands-on support during the first 30 days and collect feedback to help the product get better with every deployment.
• Process Improvement & Documentation. Standardize repeatable playbooks, implementation checklists, and knowledge‑base articles to shorten time‑to‑value. Analyze implementation cycle times and resource utilization; recommend optimizations to leadership.
• Stakeholder Communication & Reporting. Provide weekly status updates to internal and customer executives, highlighting risks, mitigations, and next steps. Ensure ongoing support and expansion conversations.
  
  

Qualifications

Must‑Haves

• 2-5 yrs experience in software implementation, onboarding, or technical project management.
• Proven ability to manage multiple concurrent projects with complex system integrations and regulatory requirements.
• Able to translate technical details for non‑technical audiences.
• AI-native: You leverage tools like ChatGPT, Notion, and Asana daily to break down complex implementations, automate routine coordination, troubleshoot integrations, and drive clarity across cross-functional teams. You move fast from ambiguity to execution - scoping, planning, and unblocking independently.
• Exceptional organizational skills, proactive communication, and a customer‑centric mindset.
• Comfort navigating HIPAA/SOC‑2 environments or other high‑compliance industries.
  
  

Nice‑to‑Haves

• Experience integrating with healthcare EHR/PM systems (Epic, Athena, etc.).
• Certification in PMP, CSM, or similar project‑management frameworks.
• Background in contact‑center technology (Twilio, Five9) or conversational AI platforms.
• Ability to analyze implementation KPIs and present ROI dashboards to stakeholders.
• Prior work at an early‑stage startup where you built processes from scratch and iterated quickly.