Manager, Clinical Workflow Implementation - iQueue for Inpatient Flow

Job description

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world. ***Please note that while this role is listed as available for remote, we are currently employing in the following states:*** ***AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV******.*** ***If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.*** You will serve as the primary point of contact for a portfolio of customers while leading a team responsible for helping hospitals successfully adopt LeanTaaS solutions to achieve meaningful operational outcomes. This is a hands-on leadership role where you will build and scale a growing Clinical Workflow Implementation team while remaining actively engaged in strategic customer implementations. As an early leader of this function, you'll work directly with customers to establish implementation best practices, refine delivery methodologies, and create scalable processes that improve efficiency and enable the team to deliver exceptional outcomes as it grows. Success in this role requires balancing customer delivery, people leadership, and operational excellence while serving as a trusted advisor to hospital executives and an experienced coach to your team. Over time, as the organization expands, you will transition more of your focus toward developing people, driving operational strategy, and scaling a high-performing implementation organization. If you are passionate about improving healthcare delivery, developing high-performing teams, and helping hospitals optimize patient flow, we would love to have you on board! ### WHAT YOU'LL DO **Drive Implementation Success & Executive Engagement** - Lead a portfolio of strategic customer implementations from discovery through go-live, including operational workflow analysis, solution design, project leadership, and change management planning. - Build trusted relationships with executive sponsors, governance teams, and clinical leaders, serving as a strategic advisor throughout the implementation lifecycle. - Drive executive engagement by facilitating governance meetings, executive business reviews, and strategic discussions that align implementation progress with customer goals and operational outcomes. - Provide executive oversight across the broader implementation portfolio by proactively identifying risks, developing mitigation strategies, and ensuring successful customer outcomes. - Serve as the primary point of escalation for customer, operational, and implementation challenges, partnering with customer executives and internal leadership to resolve complex issues and maintain strong customer relationships. - Provide ongoing oversight of implementation standards, ensuring teams consistently execute established methodologies while identifying opportunities for continuous improvement and greater scalability. - Communicate implementation progress, portfolio health, risks, and strategic recommendations to customer and internal executive stakeholders, ensuring transparency, alignment, and successful value realization. **Lead and Develop a High-Performing Team** - Lead, coach, and develop a team of Clinical Workflow Implementation Managers, fostering a culture of collaboration, accountability, continuous learning, and customer success. - Provide ongoing coaching, mentorship, and performance feedback while supporting career development and professional growth. - Partner with team members on implementation strategy, workflow optimization, executive presentations, and customer escalations to ensure successful outcomes. - Support Clinical Workflow Implementation Managers through complex customer engagements by providing coaching, strategic direction, and support during critical milestones and executive discussions. - Monitor team performance, implementation quality, customer satisfaction, and project health while identifying opportunities for continuous improvement. - Support hiring, onboarding, workforce planning, and performance management to build and retain a high-performing implementation team. **Drive Operational Excellence** - Establish and promote implementation best practices, standard methodologies, and repeatable playbooks across the team. - Design and continuously improve scalable implementation methodologies, tools, and operational playbooks that increase team efficiency, reduce resource requirements, and enable consistent delivery as the organization grows. - Leverage deep knowledge of inpatient hospital operations, patient throughput, bed management, admissions, transfers, and discharge workflows to guide both customers and team members. - Collaborate cross-functionally to improve implementation processes and outcomes, contribute customer insights to product roadmap discussions, and support marketing initiatives such as case studies and user community engagement. - Use implementation metrics, customer feedback, and operational data to identify trends and drive continuous improvement across the organization. ### WHAT YOU'LL BRING - Bachelor's degree or equivalent years of related experience - A passion for customer success with a commitment to building lasting customer relationships and developing high-performing teams - Healthcare background in inpatient operations management, patient flow, capacity management, nursing leadership, or a related clinical specialty - 8+ years of experience working with hospitals or healthcare operations - 5+ years of professional experience in a client- or customer-facing role such as management consulting, implementation management, or customer success - 2+ years of people management experience, including coaching, mentoring, and managing customer-facing teams - Experience building, scaling, or transforming implementation, consulting, or customer-facing operations through process improvement and organizational growth - Demonstrated expertise in patient throughput, bed management, admissions, transfers, discharge planning, and hospital operations - Excellent strategic thinking, organizational agility, and project management skills - Strong analytical thinking, communication, presentation, and relationship-building skills - Proven ability to influence change within complex healthcare organizations using data, problem solving, and change management strategies - Ability to balance direct customer ownership with leading and developing a high-performing team - Willingness to travel 25-50% of the time ### BONUS POINT IF YOU HAVE - A RN license or other clinical licensure with significant inpatient hospital experience - A graduate degree from one of the following programs: MHA, MPH, MHSA, MBA, or an MS/MSN with a focus in health informatics - Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA - Experience implementing healthcare technology or enterprise software solutions - Experience leading organizational change initiatives across multidisciplinary hospital teams ### WHAT YOU'LL GET - Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives! - Competitive compensation package that includes base salary, target bonus, and stock options - 401(k) Match - Comprehensive healthcare benefits - Generous Paid Time Off and Parental Leave - Monthly reimbursement for Skill Building - Monthly reimbursement for Wellness, Transportation, and/or Home Office - Education Reimbursement for select courses/programs