SVP, Implementation Services

Job description

Thank you for considering a career at Ensemble!
Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.
Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!
O.N.E Purpose:
• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:
Why this role exists
Every client that partners with Ensemble has to be brought onto our technology: assessed, implemented, integrated, and then kept current for as long as we work together. Today that work is spread across several strong teams who carry it alongside everything else they do. Implementation Services pulls it into one function with one accountable leader, so each client gets a single technology counterpart from the first assessment through the life of the partnership.
The job is to drive excellence in how Ensemble technology and best practices get implemented and deployed across clients. Faster, more predictable go-lives bring forward the results a client signed up for, and a function that owns the whole lifecycle is how we make that repeatable as the portfolio grows.
The role
This is a senior technologist's job as much as it is an executive one. You set the strategy for the function, build the organization, and own every delivery commitment we make to a client. You also need to be able to open the interface spec, read the Epic build, and work a stuck problem alongside your team until it is solved. We are looking for someone who moves between those two modes without friction: the portfolio view in the morning, a go-live command center in the afternoon. The deeper your technical grounding, the more credibility you will have with client CIOs, with our own engineering and product leaders, and with the people you lead.
You operate as one half of a dyad with the leader of Partnership Success. They own the client CEO and CFO relationship and the commercial commitments. You own the client CIO relationship, the technology roadmap, and the dates, and you commit those dates against staffed capacity and keep them. Together you present one Ensemble to the client. Inside Ensemble you work closely with Engineering and Product, whose platforms and standards you implement, and you bring what you learn in the field back to them.
What you'll own
• Technical assessments and pre-sales. Before a contract is signed, assess the client's current technology state against our standard operating model, quantify the gap, and build the plan that closes it. You own the technology scope, RFP responses, and solution engineering for every new agreement.
• Implementation. Epic services, product implementation (Ensemble and third-party), integrations and data, and vendor alignment, delivered to the standard configuration. When a program is at risk, you are in the room, not reading about it in a status report.
• Maintenance and optimization. Upgrades, change control, adoption of the standard operating model, enhancements, and a quarterly roadmap conversation with each client CIO.
• The Shared Value Program. The program through which clients adopt standard technology and share in the value it creates, including technology credits. You administer it as a portfolio-wide program.
• Client executive relationships. You are the technology executive that client CIOs and CTOs call first, and the one who rebuilds confidence when something has gone wrong.
• The organization. A function on the order of 75 people spanning client technology leads, program management, Epic delivery teams, data and integration, engineering, and the Shared Value Program, with managed services added as client demand warrants. You hire and develop the leadership team beneath you.

What the first year looks like
Design of the function is already underway, so you start with a direction rather than a blank page. In your first quarter you finalize the organization, hire your leadership team, and set the operating cadence with Partnership Success. You bring the existing teams together into one function and stand up a capacity model early, so that staffing decisions follow actual demand instead of the org chart. Before the quarter closes, the first version of the client playbook (intake, handoffs, governance, and the program mechanics every client gets) is in use and the first new client onboards under it.
Over the rest of the year, existing clients transition onto the model on a defined schedule, each with a named person walking them through it. Baselines get set from recent implementations, and the function's KPIs report to the Executive Committee.
What you bring
Required
• Fifteen or more years in healthcare technology, with a career that started close to the work (analyst, integration engineer, developer, or similar) and grew into program, portfolio, and organizational leadership. You have not lost the ability to do the former.
• Real technical depth in EHR platforms, healthcare integration (HL7, FHIR), and healthcare data platforms. You can read a build, understand an interface, diagnose a problem, and tell a credible plan from an optimistic one.
• Experience running an implementation or professional services organization at scale, roughly 75 people or more, at an EHR vendor, a large health system, or a healthcare IT or revenue cycle services company.
• Experience owning the CIO relationship, either from a health system CIO or deputy CIO seat or as the client-facing technology executive for a vendor's largest accounts.
• A record of keeping dates, rescuing hard programs, and building strong teams. Your references describe you as the person they call first.
• Program, portfolio, and capacity management. You know how many implementations are active, which are red, where capacity is thin, and what is coming, and you do not commit a date the staffing cannot support.
• Operating model and process design: lifecycle, intake, handoffs, governance, capacity and escalation models, and the service offerings themselves. When something takes 120 days and three handoffs, you ask why, and then you fix it.
• Executive governance and recovery. You run the steering, program, and delivery layers with the client and internally, and you can rebuild a client's confidence when an implementation gets into trouble.
• Management by outcomes rather than activity: cycle time, time to value, go-live success, utilization, satisfaction, predictability.

Preferred
• Hands-on Epic experience, whether gained at Epic, at a health system, or at a consulting or services firm. You do not need to have worked at Epic, but you should know the platform well.
• Experience designing organizations and keeping the lines clear between engineering, professional services, product, and operations, including leading your own teams through a reorganization.
• Change leadership with clients: helping them adopt new workflows, capabilities, integrations, and operating models.

KS-LI1
Compensation
Base: $240,000 - $360,000
Bonus: 35 - 50%
LTI: Equity
Join an award-winning company
Five-time winner of “Best in KLAS” 2020-2022, 2024-2025
Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024
22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024
Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024
Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023
Energage Top Workplaces USA 2022-2024
Fortune Media Best Workplaces in Healthcare 2024
Monster Top Workplace for Remote Work 2024
Great Place to Work certified 2023-2024
• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:
• Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.
Due to business, operational, payroll, and regulatory requirements, this position is limited to individuals who reside and are authorized to work within the United States. Applications generated from outside the United States will not be considered. Individuals may reapply when located within the United States.
Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact [email protected] .
This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.
Employment Disclaimers – Ensemble