Senior Specialist, Implementations

Position Summary
The Senior Specialist, Implementations is responsible for leading and coordinating client implementations of a new CAQH Solution. The client implementation process begins when deals are closed and ends when the client is actively using and realizing expected value from the solution. Individual must be able to independently manage the entire client implementation process and use project management and organizational skills to effectively move each client through the process; a successful implementation is imperative for CAQH to achieve revenue realization for solutions. The individual must coordinate all the functional areas at CAQH to ensure a seamless, positive, and professional experience for clients.

This position requires an ability to assess the needs of clients during the implementation process and to lead the solutioning process at CAQH. This position interacts with and is an integral part of a team of professionals dedicated to the achievement of client satisfaction, revenue realization, and long-term growth in line with CAQH goals.

The Senior Specialist, Implementations is a full-time, remote, exempt position and reports to the Manager, Implementations.

Specific Responsibilities

• Client Training: Lead clients through the implementation process by conducting training sessions using presentations and solution demonstrations; troubleshooting issues; and providing ongoing guidance, support, and answers to client questions to ensure successful adoption of all CAQH solutions.
• Account Setup: Support implementation team with pre-implementation discovery and setup to ensure seamless, efficient client implementation.
• Client Engagement: Act as the primary point of contact for clients during projects, ensuring clear and timely communication, managing expectations, and resolving any issues that arise.
• Data Transformation: Perform roster transformation activities by reviewing client-provided Excel files and converting them into CAQH standard templates for ingestion into CAQH solutions. This may require applying advanced Excel functions (e.g., VLOOKUP, XLOOKUP, CONCATENATE) to ensure accuracy and consistency.
• Requirements Analysis: Work closely with clients to understand their specific needs, gather requirements, and customize implementation plans accordingly.
• Project Management: Maintain accurate and detailed records of all client interactions tracked via CAQH Customer Relations Management (CRM) software.
• Continuous Improvement: Drive continuous improvement initiatives to enhance implementation methodologies, streamline processes, and optimize efficiency.
• Documentation: Ensure comprehensive documentation of implementation processes, configurations, and client-specific requirements for future reference and knowledge sharing.
• Risk Management: Identify and mitigate risks associated with implementation projects, proactively addressing issues and escalating as needed to ensure successful outcomes.
• Compliance: Ensure compliance with relevant industry regulations, standards, and best practices throughout the implementation process.
• Stakeholder Management: Build and maintain strong relationships with internal stakeholders, including sales, product development, and customer support teams, to ensure alignment and collaboration throughout the implementation lifecycle.
• Performs other duties as assigned or as needed.

Skills

• Ability to analyze, transform, and validate complex data sets using Excel.
• Demonstrates proactive desire to deeply understand provider workflows, client challenges, and product functionality.
• Asks thoughtful questions, investigates root causes, and continuously seeks opportunity for improvement.
• Excellent organizational, prioritization, and time management skills.
• Exceptional interpersonal and telephone communication skills with the ability to effectively move the client through the implementation process.
• Ability to synthesize client needs and present CAQH Solutions in a responsive manner.
• Ability to handle multiple tasks seamlessly without reduction in quality.
• Strong attention to detail and desire to provide resolution ensuring client satisfaction.
• Ability to experience negative results and retain and sustain focus, professionalism, and enthusiasm for work and CAQH products over an extended period.
• Abili