Who We Are
Mayo Clinic and our founding team created Lucem Health in 2021 with its investor partners Commure (a General Catalyst company) and Rally Ventures. Our mission is to revolutionize care delivery through the practical application of clinical AI. Our vision is a world in which clinicians interact seamlessly with technology to diagnose diseases before they become life threating and provide patients with the best care, everywhere.
Our platform connects clinical data with powerful, clinically focused AI algorithms. We deliver the insights generated by these algorithms seamlessly into clinical workflows… to the right stakeholder, in the right place, in the right context, at the right time. And, we help clinicians and other stakeholders engage with, understand, trust, and adopt AI powered solutions so they see them as valuable partners that support better care and outcomes for patients.
While we have built a general-purpose platform for building and deploying clinical AI solutions (something we call “AI SolutionOps”), our focus is on solutions that help clinicians detect diseases earlier and accelerate treatment. These solutions leverage existing health records to pinpoint patients at risk for serious diseases in ways traditional methods cannot – allowing healthcare providers to deliver more proactive, higher value care.
Position Summary
- We are looking for a senior healthcare engagement manager with experience in technology implementation project management, account management, and business expansion to lead and coordinate complex projects involving multiple stakeholders, vendors, and customers.
- The ideal candidate has at least 10 years of experience in healthcare information technology, project management, and engagement management – with a focus on health IT solutions within large healthcare systems.
- This role requires excellent communication, problem-solving, and leadership skills, and a deep understanding of healthcare delivery systems, workflows, and regulations such as HIPAA.
- This position is remote and reports directly to VP of Customer Success. As a remote work force that meets face-to-face occasionally to do collaborative work, this position will require occasional travel to Minneapolis, New York, Raleigh, North Carolina, or to other cities where there is, or will be, a critical mass of Lucem employees. Additional customer-related travel is also required.
Responsibilities
- Implementation
- Implement Lucem solutions utilizing the full project management lifecycle from planning and design to testing and deployment.
- Manage health system expectations, implementations, consult on solution and workflow optimization to ensure high-quality delivery and customer satisfaction.
- Responsible for conflict resolution and problem solving in complex and dynamic situations.
- Routinely document and communicate project status, risks, issues, and deliverables to stakeholders.
- Ensure that scope, budget, timeline, quality, and compliance of projects are met and aligned with customer expectations and contractual agreements.
- Survey, document, and mitigate project risks; identify, manage, and drive issues to resolution, escalating where necessary.
- Provide training, support, and guidance to customers and end-users.
- Account Management
- Manage the health system customer relationship, stakeholder engagement, oversight of project and service delivery quality, customer satisfaction, and contract renewals.Conduct regular business reviews with customers to highlight project health, return on investment, and future strategy and opportunities to generate additional partnership value.
- Survey, document, and mitigate relationship risks; identify, manage, and drive issues to resolution, escalating where necessary.
- Business Development
- Identify opportunities to expand the use of Lucem solutions within the customer’s enterprise.Manage and negotiate up-selling and cross-selling terms and agreements.
Qualifications
- 15+ years of experience in the areas of healthcare information technology, project management, customer service, account management, and business expansion.
- Communicate and present effectively with different stakeholders: internally and externally at customers such as with clinical and administrative stakeholders, across various levels of seniority and functions.
- Demonstrated ability in maintaining long-term customer relationships.
- Strong knowledge of healthcare delivery systems, workflows, standards, and regulations.
- Ability to work independently and collaboratively in a fast-paced and dynamic environment.
- Willingness to travel as needed.
- Bachelor’s degree in healthcare, technology, business, or related field preferred.
- Certification in project management (PMP, PRINCE2, etc.) is a plus.