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Implementation Manager



United States · Remote
Posted on Thursday, May 23, 2024

About Fabric

Fabric is a health tech company that powers healthcare providers to move faster, work smarter, and deliver better care through its care enablement system. The system offers three solutions: In-Person Care Suite, Virtual Care Suite, and Engagement Suite. Leveraging conversational AI and intelligent adaptive interviews, Fabric unifies virtual and in-person care across intake, triage, routing, and treatment while automating workflows for staff. Built by a team of physicians and clinical informaticists, Fabric protocols uphold excellence in care quality while offering omnichannel access for patients. The results enable clinicians to work 2-10 times faster (dependent on setting), decrease call center volume by 15%, and increase utilization of unfilled visit blocks. Some of Fabric’s customers include Luminis Health, OSF HealthCare, MUSC Health, and Intermountain. Fabric is backed by Thrive Capital, GV (Google Ventures), Salesforce Ventures,Vast Ventures, BoxGroup, and Atento Capital.

About the role

We are looking to hire a seasoned healthcare tech implementation manager who is passionate about delivering products that make patients' lives easier. This individual will take on the exciting role of managing the implementation of multiple pieces of the Fabric product suite. This person will be responsible for both leading the implementation and gathering the requirements from the customer, and when needed, helping them to determine what the best configuration options are for them. This person will play a key role in our strategy of delivering robust, configured solutions to our customers and we are so excited to bring them on board.

What you'll do
  • Own overall product implementation project of Fabric products from point of deal close to point of solution delivery/ go live & stabilization. (Multiple projects will be owned at one time)

  • Manage all internal (Fabric) and external (customer) coordination and communication throughout the entire project lifecycle.

  • Modify and manage the overall project timeline for project go live, ensuring that go live date is projected as accurately as possible at any given time .

  • Oversee deliverable execution and timelines for all internal resources assigned to your project, including Implementation analysts, Implementation engineers, QA, etc.

  • Hold responsibility for requirement gathering phase of product implementation project, including but not limited to:

  • Following up with the sales engineer to clarify the SOW (the output from sales or sales eng. There should always be an SOW), if that was not clear when project was handed over

  • Defining plan for the requirements that need to be gathered for the scoped solution

  • Consulting implementation engineers, product managers and clinical support to confirm the requirements that need to be gathered

  • If required, modifying and updating standard intake forms to gather the requirements that are necessary for the solution

  • Defining plan and process with customer to gather these requirements

  • Consulting internal resources to confirm product/ configuration limitation questions, as they come up, during requirement gathering process

  • Sourcing best practices and lessons learned from previous delivered solutions, internally, and sharing that back with customers to advise them on the requirements that we give

  • Ensuring that all intake forms/ requirement gathering forms for the solution are completed and handed off to teams that need to build/ execute (implementation engineers/ analysts/ data analysts). If any gaps are identified by build teams, you are responsible for collaborating with them, and the customer to fill these requirement gaps.

  • Monitor the build portion of implementation and ensure that it stays within the scheduled timeline. If the timeline slips, manage communication with customers accordingly.

  • Complete a high level review of created test plans by QA team members, and ensure that all customer requirements are being tested, to your knowledge.

  • Facilitate client UAT and answer any questions customers have/ get answers for them from internal teams if needed. (During UAT sessions, implementation engineers should also be pulled into these customer meetings.)

  • Create plan for check ins, immediately post go live, with customer.

  • Coordinate with analytics team and customer success for post go live reporting. Hand over reporting intake form to analytics team so that reporting can be created.

  • Hand over project to customer success & support team to manage success and relationship with customer after project go live


  • Bachelor’s degree in business, IT, or other related field

  • 3+ years experience managing custom, complex software implementations (preferably in the healthcare space)

  • 3+ years of experience leading complex projects (as the “Project Manager” role)

  • 1+ years of experience working on projects which involve setting up healthcare specific data transfers, including but not limited to HL7 & FHIR integrations

  • 1+ years of experience leading through the requirement gathering process with a customer during the software implementation process

  • Proven ability to translate technical requirements into clear, less technical summaries

  • Proven ability to build strong relationships with clinical and technical (IT) stakeholders from a client team

  • Incredibly strong customer facing communication skills. Driven to provide the best possible experience to our customers and make them happy

  • Very organized, and detail oriented and able to create structure in complex situation, where structure did not otherwise exist

  • Quick learner, and deep curiosity to learn the ins and outs of a product’s capabilities

  • Passionate and excited about contributing to Fabric’s mission

  • Comfortable working in a fast paced, unstructured environment