Alora Home Health SoftwareImplementation Manager
Mar. 2020I oversee a team of skilled implementation specialists who drive seamless onboarding for our home health EMR SaaS platform. I manage multiple concurrent implementation and training projects, directly or through team oversight, maintaining a strategic focus on timelines, quality, and customer satisfaction. To support continuous learning, I’ve created and implemented a comprehensive training curriculum that includes internal courses and external resources, enhancing both technical expertise and client service skills. Managing multiple concurrent projects, I maintain a focus on timelines, deliverables, and quality. I define project scopes, create detailed project plans, and mitigate risks, ensuring every engagement aligns with client-specific requirements. I introduced a structured change management process that reduced scope creep, streamlined updates, and improved project outcomes. To foster team growth and enhance expertise, I lead ongoing internal training sessions and developed a structured training program that includes both internal courses and external resources, keeping our team at the forefront of industry standards. This program is integral to our team's commitment to delivering exceptional customer service and technical support. I collaborate closely with executive management to ensure our department goals are aligned with the company’s vision and objectives, embodying our core values in every aspect of our operations. To enhance operational efficiency, I have authored new standard operating procedures and redesigned workflows to include advanced project management techniques. This initiative reduced customer churn by 30% within my first year by increasing client satisfaction through a structured, high-touch onboarding experience.