Manager, Professional Services (Clinical Implementation & Regulatory/MIPS)

The Manager, Professional Services (Clinical Implementation & Regulatory/MIPS) operates as an operational player-coach. This role provides day-to-day managerial leadership to an aligned clinical implementation team while acting as the centralized subject matter expert for clinical regulatory compliance (MIPS) and quality reporting. The Manager balances team capacity, coaching, and product launch readiness (Beta to General Availability) with driving client governance strategies and overseeing complex compliance implementations.

People Management & Clinical Team Leadership (50%)

• Team Leadership & Mentorship: Provide day-to-day managerial leadership for direct reports, including 1:1 meetings, career pathing, development opportunities, and performance management.

• Consultative Coaching & Upskilling: Actively teach, coach, and upskill consultants on advanced consultative techniques, empowering them to navigate difficult client conversations regarding software updates, clinical workflows, and industry mandates.

• Capacity & Operational Planning: Oversee project assignments, monitor active backlogs, track team capacity, and maintain target utilization rates to ensure balanced workloads.

• Product Launch & Readiness: Partner closely with Product Management during Closed and Open Beta phases to evaluate feature readiness, align deployment timelines, and author internal consulting playbooks from Beta to GA.

• Continuous Improvement & AI Optimization: Establish post-implementation reviews to systematically eliminate delivery friction points, reduce Time-to-Value (TTV), and integrate modern AI tools to automate administrative tasks and scale consultancy output.

• Personal Portfolio: Maintain player-coach capacity by directly managing a selective personal portfolio of 1–2 strategic or early-adopter implementations.

Regulatory & MIPS Strategy Leadership (50%)

• Regulatory Authority & Governance: Act as the team-wide authority on healthcare quality reporting programs (MIPS, Meaningful Use, private payer initiatives), driving client governance strategies and compliance attestation natively within software workflows.

• Enablement & Framework Development: Develop comprehensive internal training frameworks, documentation, and playbooks so the entire implementation team can independently consult on and deploy regulatory workflows.

• Cross-Functional Collaboration: Serve as the main bridge between Professional Services and Product Management to continually evaluate regulatory enhancements and ensure software compliance standards.

• Client & Escalation Lead: Serve as the primary escalation point for complex client regulatory issues, compliance audits, and high-stakes implementation commitments.

• Quality Assurance: Oversee testing, training, and QA activities across implementations to guarantee alignment with clinical/regulatory benchmarks while maintaining an onboarding CSAT score of 95%+.