Imagen Technologies is a high-growth healthcare startup enabling patients to be diagnosed, treated, and managed at their primary care appointment (vs. having to refer out to hospitals, imaging centers and other slow and expensive options). Today, we’ve built an AI-enabled platform that enables patients to receive immediate diagnostic tests, immediate results, and immediate next steps – all in a single Primary Care appointment. For example: through our platform, women across the U.S. are now receiving comprehensive breast imaging, results, and specialist-driven next steps at their local Primary Care office, condensing a multi-month diagnostic journey into 60 minutes.
With over $160m in funding from Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding this platform across the U.S. - from 16 states and 500,000 patients in 2023, to 20+ states and 1.5M patients in 2024. By 2026, we will be delivering care across 35 states and to more than 5m patients per year.
We are seeking a to guide our customers through complex, multi-phase deployments of medical imaging modalities into primary care practices. Reporting to the Engagement Director (Customer Success lead for 5-10 large accounts), this role on the Customer Experience & Care Delivery Operations team requires a highly dynamic individual to manage the end-to-end launch process, including new customer scoping, initial services deployment, service expansions, ad hoc initiatives to achieve operational excellence, and ongoing oversight and coordination of activities that empower customers to achieve their goals in partnership with Imagen.
Our ideal candidate is a master organizer and consummate professional who places the customer's needs at the forefront of every decision, with an exceptional ability to navigate complex customer organizations. To be successful in this role, you must embody a partnership approach, collaborating across Sales and Clinical Operations and other internal teams to deliver outstanding outcomes for our customers and their patients.
- Timely Go-Lives – 6 months for Imagen’s “full bundle” services (includes IT integrations, equipment installation, and onsite staffing), 4 months for Imagen’s “interpretations only” services (focuses on IT integrations and specialist readiness to read).
- Achievement of 95-105% of Revenue Targets – This target is largely achieved through timely Go-Lives as well as through driving clinically-appropriate utilization of Imagen’s services after go-live. While the Engagement Director holds this as her/his primary Key Result, your leverage in achieving this goal is critical.
- Serve as a key partner to Imagen’s customers for assigned programs, representing our commitment to exceptional service throughout the program lifecycle.
- Develop and oversee comprehensive program management plans, ensuring seamless integration of our technology and services from initial sale through post-go-live phases.
- Partner most closely with Commercial, Customer Success, Workflow Ops, and Customer Engagement teams to align on customer goals, identify risks and opportunities, closely monitor progress, and facilitate action to maximize program performance.
- Hold functional teams and customer counterparts accountable for action items assigned, following up proactively to ensure any critical issues are addressed promptly and reporting progress to appropriate stakeholders at multiple levels of the organization.
- Communicate effectively verbally by getting to the point clearly and quickly and making commentary actionable, and in written form by crafting well-composed emails, memos, and other documentation that drive alignment and action.
- Take ownership of program outcomes, leading efforts to reduce go-live timelines, enhance operational readiness, increase customer satisfaction, and enable customers to achieve targets post-launch.
- Bachelor’s degree with a minimum of 4+ years of experience in project and/or program management in healthcare or an adjacent IT-related field.
- Minimum of 2+ years of experience in managing a diverse portfolio of complex programs and cross-functional teams with a proven track record of successful results.
- Demonstrable experience thriving in environments where paths are not always clear, using judgment, experience, and a keen understanding of the business to guide decision-making.
- Forward-thinking approach to identify potential obstacles in the program lifecycle and devise preemptive approaches to mitigate these risks, ensuring a seamless customer experience.
- Skilled in stakeholder management, leading teams with resilience, adapting strategies on the fly, and maintaining momentum in the face of ambiguity and change.
- Excellent communication, with the ability to not only convey critical information but also anticipate questions and concerns from clients and internal teams before they arise.
- Customer-first mentality, passionate about improving patient care and provider experience.
- Willingness to travel as required to meet program goals and support customer relationships, estimated at about 20% of the time.
What We Do
Our vision is to eliminate errors in radiology and make the best diagnostic care available to everyone. We are an experienced team of clinicians, technologists, and industry professionals building state-of-the-art AI software to improve patient outcomes.
Why Work With Us
Our people work hard and care a lot. We pride ourselves on having a team of bright, thoughtful and (sometimes) funny individuals who have come together to save patient lives.
