Implementation Specialist, Enterprise Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of comprehensive implementation strategies for large, multi-branch home health and hospice accounts.

• Create phased go-live plans organized by region, branch tier, or clinical service line.

• Develop and oversee master implementation schedules in collaboration with IT, clinical leadership, and branch operations.

• Anticipate potential failure points and devise contingency strategies.

• Facilitate both virtual and on-site training sessions for clinicians and office personnel across various branches.

• Design and execute train-the-trainer programs for branch-level advocates.

• Offer specialized coaching for branches that are slower to adopt changes.

• Travel to customer locations for executive check-ins, regional launches, and critical go-live events.

• Act as the main implementation liaison for customer executive sponsors.

• Collaborate with Implementation Leadership on account strategies, executive business reviews, and renewal risk assessments.

• Monitor and report on the health of implementations.

• Identify and escalate implementations that are at risk.

• Build trust with clinicians and branch leaders by gaining an understanding of branch-specific workflows.

• Recognize systemic adoption challenges and design effective interventions.

• Analyze account usage data and engage with branches or regions that show low engagement.

• Provide post-go-live reinforcement training and oversee ongoing adoption efforts.

• Share insights from the frontline with Product, Engineering, and Customer Success teams.

• Highlight friction patterns on an enterprise scale.

• Contribute to the development of case studies and efforts to enhance reference-ability for flagship enterprise accounts.

⛳️ Requirements

• Over 7 years of experience in implementation, training, or customer success roles.

• Direct experience managing complex rollouts involving multiple stakeholders.

• Proven history of leading implementations for large organizations with multiple locations.

• Strong preference for candidates with enterprise healthcare experience.

• Excellent program and project management capabilities.

• Ability to demonstrate executive presence when interacting with senior leadership.

• Outstanding presentation, facilitation, and written communication skills.

• Quick learner of new technologies with the ability to explain them to non-technical, clinical audiences.

• Empathetic, patient, and capable of holding a large organization accountable to set timelines.

• Self-motivated individual who thrives in a fast-paced startup environment and can navigate ambiguity.

• Willingness to travel up to 20% within the U.S.

• Experience with implementing or training clinicians on EMR/EHR or clinical software at scale is advantageous.

• Background in home health or hospice is a plus.

• Familiarity with change management, instructional design, or adult learning is beneficial.

• Experience with learning management systems or training platforms and project tracking tools is a plus.

• Understanding of home health and hospice workflows and regulatory context, including OASIS, PDGM, and visit compliance, is advantageous.

🏝️ Benefits

• Flexible remote work arrangement.

• Travel up to 20% to customer sites.

• Chance to engage with a high-impact AI healthcare product.

• Opportunity to influence the product roadmap and account strategy.

• Ability to contribute to case studies and efforts to improve reference-ability.