Job Description

Position Summary

The Implementation Specialist on the Strategy Team at PFA will be responsible for overseeing implementation success and managing successful relationships throughout the implementation process with key stakeholders, both within PFA and on the customer side. This role is critical in driving increased implementation precision and efficiency as PFA continues to experience significant and rapid growth. The Implementation Specialist serves as a key stakeholder for all implementations and will work closely with the Associate Director of Strategic Engagement as well as other PFA leaders to ensure the implementation process is as efficient and successful as possible.

This position requires a detail oriented, focused, precise, hard-working, and highly communicative individual willing to work under uncertain conditions and always prioritizing the customer needs and wants above all else. Adaptability will be an important component of this role's function at PFA.

Key Responsibilities

Performance Management

Attend weekly client implementation calls and ensure progress is being made on customer and PFA side. Monitor daily email traffic and customer inquiries to ensure that all implementation questions are being responded to and addressed in a timely manner. Work closely with the Associate Director of Strategic Engagement to make sure that all client calls have clearly outlined notes, takeaways and next steps communicated to PFA team members and client. Identify skill gaps and implement targeted training plans to improve individual and team effectiveness. Effectively manage multiple implementations concurrently and ensure that Strategy Team standards and performance goals are met with a seamless implementation process.
Operational Oversight

Ensure all enrollment activities are carried out with accuracy, timeliness, and full HIPAA compliance. Partner with IT and administrative teams to ensure all cases are documented in PFA systems and documentation is complete. Track implementation progress and escalate if needed. Ensure team members maintain EMR user access and are following hospital requirements and protocols for credentialing. Maintain a strong dialogue and communication with all Strategy Team Member Leadership.
Hospital & Partner Relations

Serve as primary point of contact for hospital partner leadership and key stakeholders (social workers, case managers, etc.). Lead quarterly performance reviews with hospital stakeholders and provide transparency around program metrics. Resolve escalated or complex issues, including disputes around program eligibility, documentation, or patient behavior.
Minimum Qualifications

2+ years of experience in project management, implementation specialist work or other related fields. Bachelor's degree in Business, Healthcare Administration, Public Health, Social Work, or related field preferred. Strong attention to detail and focus on precision, communication and client work. Hospital credentialing eligibility required (vaccinations, drug testing, etc.).
Key Competencies and Skills

Proven people leader with ability to coach, set expectations, and manage performance effectively. Strong knowledge of patient engagement, Medicaid policy, and healthcare benefits enrollment. Excellent written and verbal communication skills. Resilient and solutions-oriented, able to navigate change and resolve escalations calmly. Technologically savvy; able to manage operations using Apple hardware, digital systems, and virtual collaboration tools. Highly organized with sharp attention to detail and follow-through.
Work Environment and Physical Requirements

Ability to work in fast-paced, patient-facing environments with potential emotional stress. Hybrid Role located in Boston, MA area. Willing to come into the office 3-4 times a week.
Compensation & Benefits Summary

Full-time salaried position with medical, dental, and vision insurance. 401(k) participation with company match. Paid time off and observed holidays per PFA policy. Eligible for performance-based bonus structure based on individual and team outcomes.
Job Type: Full-time

Pay: $60,000.00 - $60,001.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off
Ability to Commute:

Woburn, MA 01801 (Required)
Work Location: Hybrid remote in Woburn, MA 01801