Implementation Director

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.

Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.

The Role

Cedar’s Delivery team is responsible for the end-to-end implementation of Cedar’s product suite. Implementations are a critical part of Cedar’s client lifecycle – the process by which prospects become live clients, and contracted ARR becomes actualized ARR – and can be divided into four major implementation phases:

• Sell: advising the client during the late stages of a Cedar sale on the overall structure of a Cedar implementation and key design decisions, guided by Cedar best practices
• Solution: architecting a client-tailored implementation plan that surfaces key decisions and risks early on to ensure a smooth process and timely product go-live
• Ship: flawlessly executing on the implementation plan in partnership with client leaders, client operators, and Cedar’s Client Growth team, leveraging our playbooks and best practices to get the product live in a smooth and timely manner
• Scale: monitoring the overall stability of Cedar’s product performance after product go-live, resolving support requests, and thoughtfully transitioning the client to steady state

We are seeking an Implementation Director to lead our largest, most strategic implementations within the third stage (Ship) of each client’s Cedar implementation journey. In this role, you will leverage your deep healthcare implementation experience and advanced executive communication, consensus-building, and risk mitigation skills to independently deliver high-quality, complex technical implementations. Internally, you will serve as a strategic thought partner with Delivery team leadership and go-to-market teams on playbook strategy and implementation asset development, investing deeply in optimizing our processes, coaching others and scaling our team. This is an individual contributor role and will report into one of Cedar’s Delivery Group Leads.

Responsibilities

• Accountable for the overall success of Cedar implementation for Cedar’s large, strategic clients
• Lead all aspects of development and execution of implementation project plans to ensure on time, on budget, quality delivery; able to execute independently with limited direction and oversight
• Act as a strategic thought partner/senior liaison between Delivery, go-to-market and product teams in designing, building and deploying creative product solutions to meet client requirements and strategic goals
• Work autonomously and creatively in navigating and overcoming obstacles, removing barriers to success for others
• Form strong and productive working relationships with client counterparts at all levels (operators to executives), driving all workstreams and vendors to achieving mutual goals
• Build exceptional partnerships with Cedar Solution Design Leads, Client Growth Leads, Implementation Managers, Solution Architects, and Solution Engineers to execute Cedar’s most complex implementations
• Coach and mentor Cedar Implementation Managers to manage additional complexity, leading by example through our most ambiguous and challenging situations
• Actively build and refine tools and processes to improve Cedar implementations that measurably scale the Delivery team
• Create strong feedback loops and serve as the voice of the customer to internal stakeholders to inform improvements to Cedar’s platform and delivery approach
• Exemplify Cedar’s values of focusing on our vision, using good judgment, applying a growth mindset, and rejecting mediocrity

Required Skills & Experience

• Experience in a client-facing senior project management, consulting or operations role (or equivalent) within healthcare technology implementations
• Experience working with large hospital systems and/or payers required; Patient Access and/or Revenue Cycle Management and/or EHR implementation expertise required
• Able to prioritize effectively across complex, interdependent workstreams to achieve deadlines
• Exceptional communications skills; able to succinctly articulate status and risks to executive stakeholders
• Demonstrated collaborative, consultative approach to building lifelong relationships with client executive leaders; advanced ability to maintain trust and rapport, especially during times of conflict or disagreement
• Creative and resilient problem-solver; able to proactively anticipate and mitigate risks independently and coach others to do the same
• Strong analytical skills a plus; fluency in, for example, Excel, Looker, Tableau, Salesforce, Smartsheets, etc.
• Intellectual curiosity; consistent desire to innovate and improve
• Inspires others to achieve company and individual goals

Compensation Range and Benefits

• Salary/Hourly Rate Range*: $ Min - $ Mid (0-50 %tile)
• This role is equity eligible
• This role offers a competitive benefits and wellness package

*Subject to location, experience, and education

What do we offer to the ideal candidate?

• A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
• Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
• For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
• Competitive pay, equity (for qualifying roles) and health benefits that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
• Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
• Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally

About us

Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. "Over the past several years, we've raised more than $350 million in funding & have the active support of Thrive and Andreessen Horowitz (a16z).

As of November 2024, Cedar is engaging with 30 million patients annually and is on target to process $3.5 billion in patient payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence.