IKS Health · 2 months ago
AVP, Customer Service Support Implementation Leader - Must be located in California, Washington State, Oregon, Arizona, Utah or Nevada
United States
Full-time
Onsite
Mid, Senior Level
$150K/yr - $175K/yr
4+ years expIKS Health is a company focused on reducing administrative and operational burdens in healthcare, allowing staff to concentrate on delivering exceptional care. As the AVP of Implementations, you will be responsible for the successful implementation and adoption of IKS clinical products, ensuring high levels of customer satisfaction and effective change management across healthcare clients.
Health CareMedical
Responsibilities
Drive implementations of Clinical support solutions across the enterprise for both new and existing customers
Program manage the onsite aspects of the Implementation/Onboarding Plan
Own overall implementation from SOW signing to go-live and ramp
Prepare IKS and clients teams for smooth roll-out thereafter (or re-engage for additional specialties or departments within customers)
Ensure tight coordination and communication between IKS and client stakeholders (e.g. project lead, physicians, other leaders) and delivery team (ops, IT/IS, enabling managers, WFM, compliance etc.)
Lead all core change management, tech, and compliance enablement activities to operationalize IKS clinical solutions
Lead, initial ‘setup’ of resource, process, and tech at client site
Engage the client’s leadership/clinicians to configure and set up clinical solutions regarding final standards (notes, fields, templates, etc.)
Review customers’ existing process documents/workflows and work with the IKS team to ensure the proposed standard operating processes (SOP’s) appropriately captures customer nuances and processes and are signed off by the client’s clinical and operational stakeholders
Ensure the provider and practice leaders are comfortable with the new service till they are in steady state
Successfully onboard clinical champions (first 3-5 providers or clinics) with Bon voyage team’s help; ensure target physician retention by active solution user fitment management and expectation setting
Work with the Operations teams to baseline the performance of the practice’s performance
Work with the provider and their support staff to implement agreed processes
Coordinate the training of a provider and practices as required in partnership with the onboarding team
Formally and informally govern the enterprise relationship with the customer organizations including designated clinical champions
Ensure simple extract of key SOW terms, guardrails and actions are accomplished between IKS and client stakeholders
Ensure sustainable invoicing process as per SOW terms is documented and instituted between IKS and client stakeholders
During the implementation stage, review the status of IKS service delivery and ensure it meets/exceeds contractual requirements with the customer
Identify delivery issues or areas of concern for the customer; if any; work with the IKS delivery team and the customer physicians to resolve concerns
Ensure that IKS operations are aligned to meet customer goals and success including contractual commitments, client priorities and concerns
Educate the delivery team on the nuances of the customer environment and ensure the delivery and measurements of success are representative of the customer environment
Proactively anticipate operational issues and escalate within IKS before the customer is aware so issues can be resolved
Support the delivery teams to identify and implement operational improvements (such as workflow changes, technology and automation, metrics and reporting) to ensure high level of customer satisfaction
Groom development of younger leaders (typically Bon Voyage candidates) for managing new client implementations independently
Lead the constant evolution and deployment of CSS best practices, specifically for: Documentation standards, Configuration of end-products, Guidelines for successful adoption
Collaborate closely with operations to drive adherence to standardized outputs
Qualification
Required
4+ years of experience working in US healthcare
Proven experience leading projects and understanding budgeting
Revenue Cycle Management and coding experience is necessary
A past background as an MA, RN, or clinical leader with the ability to easily relate to and communicate with clinical staff
Clinical background (NP/PA, RN, MA)
Familiar with EHR workflow, clinical documentation, and medical coding
Customer Management skills, especially in dealing with Physicians, Clinical Champions, CMO, CMIO, and Practice Leaders
Structured, methodical, and detail-oriented
Self-driven and proactive with the ability to multitask and prioritize issues in a complex environment
Project management, planning and organizational skills
Excellent verbal and written communication skills
Ability to travel as needed
Preferred
Proven track record in driving results and progressive leadership experience
Working knowledge of Practice Management Systems
Analyzing and creating end-user workflows, and implementation experience on EHR functionality
Capable of interfacing well at senior management levels within a large organization and client base
Strong understanding of fee-for-service and fee-for-value practice models
Benefits
Healthcare
401 (k)
Paid time off
Company
IKS Health
IKS Health offers clinical, financial, and administrative healthcare solutions.
10001+ employees
H1B Sponsorship
IKS Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (7)
2023 (4)
2021 (5)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
unknown2024-12-19IPO
2006-11-16Seed
Leadership Team
Sachin Gupta
Founder & CEO
Joe Benardello
Co-founder and Chief Growth Officer
Recent News
2025-11-23
2025-11-20
Company data provided by crunchbase