Onboarding and implementation team roles

To successfully onboard and complete any implementation project, you need an all-star team from three different organizations.

Your project team

Your project team is responsible for:

  • understanding your system and workflows (both technical and operational for your system and your connections);
  • explaining your system and capabilities to Redox and your connection(s); and
  • completing your implementation projects successfully.

Review this list of who you'll need on your project team.

Role
Description
Executive sponsor
A key stakeholder who can serve as an escalation point but isn't involved with day-to-day operations. Executive sponsors provide context for the broader project or solution and define what success looks like in your relationship with Redox.
Product and engineering
One or more technical contacts who convey scope and configuration needs to Redox. This team is responsible for coding up to Redox during technical onboarding. After onboarding is complete, this team relays any challenges for new features that would require updating your scope after going live.
Implementation project manager and team
The primary contacts for your upcoming and active implementation projects with Redox.
The project manager is responsible for scheduling and leading the implementation kickoff call and weekly check-ins, as well as keeping projects on track.
The implementation team is responsible for making sure any configuration within your system gets done, leading application testing, and driving the go-live phase. They should also be prepared to explain your workflows/capabilities and complete testing with your connection's interface analyst.
Sales
One or more sales representatives who can accurately explain your workflows and integration requirements to your customers. They should also be able to describe your upcoming implementation projects to Redox. Sales representatives may collaborate with our Marketing team on co-marketing campaigns.

Your connection's team

It wouldn't be a successful integration without collaboration from your friends at the other side of the exchange.

Your connection should plan to provide the following team members.

Role
Description
Project champion
A key stakeholder who can serve as an escalation point but isn't involved with day-to-day operations. A project champion may be a clinical user that can provide context for the broader project or solution from the connection's perspective.
IT lead/project manager
The primary contact for upcoming and active implementation projects.
Interface analyst
One or more technical contacts who can understand and speak to integration requirements from the connection's system perspective. This person must attend the kickoff call and is responsible for leading connectivity testing for their system. They should also be prepared to participate in weekly check-in calls, all testing phases, and go-live.
Data analyst
One or more technical contacts who complete data mapping in your connection's system. This person should also provide support in the event of any data mapping issues discovered during implementation testing.
Network engineer
One or more technical contacts who provide network connectivity and troubleshooting support.

Your Redox team

During your onboarding and implementation projects, we provide you with tools to configure, manage, and maintain your integrations. We also help you manage variations in the structure of your data exchange with your connection(s). While we're experts in healthcare integration standards and scalability, we can't be experts on every EHR system in the market—even though we’ve connected to many!

Your support team from Redox consists of the following team members.

Role
Description
Account Executive (AE)
Your main point of contact for questions about contracts, renewals, expansions, or order forms for new connections.
Customer Success Manager (CSM)
Your main point of contact for questions about technical onboarding or integration strategy. Depending on your platform support tier, you may have a specific CSM. If you purchased a lower level of support, you may interact with our CSM team via our Help Desk.
Integration Manager (IM)
Your main point of contact for each implementation project. The integration manager works with you and your connection to plan out the specific integration and leads any configuration work required within Redox. They also lead functional unit testing and provide support during other testing phases.
The integration manager is assigned after you submit a tech enablement ticket via our Help Desk. The involvement of your integration manager depends on your platform support tier. You may purchase a package of hours that corresponds to the level of support you want during onboarding and go-live.
If you complete multiple implementation projects, you may or may not have the same integration manager for all of them.

Additional teams may be brought in as needed.

Role
Description
Onboarding team
An additional team that works with you during onboarding, when needed, to (a) make sure your engineers are ready to code up to Redox; (b) run validation tests in the Redox dashboard once you’ve integrated with Redox; and (c) answer other questions you may have.
Support
An additional team that works with you after go-live if you need help troubleshooting and monitoring production issues.