Product Implementation Manager – Billing, RCM

📋 Description

• The Product Implementation Manager is tasked with ensuring the effective implementation and adoption of our Practice Management platform and its associated product suite for Ambulatory Surgery Centers (ASCs).

• This position leads clients through the comprehensive implementation journey, offering expert assistance and training to facilitate the efficient use of system features, including inventory management, preference cards, revenue cycle management (RCM), billing, scheduling, reporting, and EHR.

• Primary responsibilities encompass configuring system settings, coordinating and conducting both onsite and virtual training sessions, as well as creating customized training materials that align with ASC operations and adult learning principles.

• The Product Implementation Manager also delivers continuous client support, tackles complex issues with sound judgment, and collaborates with internal teams to ensure a smooth onboarding experience.

• Success in this position is gauged by establishing strong client partnerships, fostering confident adoption of our solutions, and maintaining high satisfaction levels reflected in CSAT scores and operational excellence.

• Conduct onsite, classroom, and remote training on HST Pathways software products, utilizing established tools and methodologies.

• Facilitate training sessions for facility administrators, office managers, clinical staff, and physicians, concentrating on daily usage, administrative functions, and role-specific responsibilities within each application.

• Develop and sustain documentation and educational materials in collaboration with the Learning and Development Team.

• Contribute to the design of curricula and training content for product upgrades and new releases.

• Remain updated with training best practices and adult learning techniques to boost learner engagement and knowledge retention.

• Investigate third-party vendor integrations to offer operational expertise and guarantee seamless interaction with HST Pathways applications.

• Create and revise operational documentation, internal Knowledge Base content, and application Help Files to aid staff and client learning.

• Work with internal departments to identify content gaps and implement improvements in client education and implementation processes.

• Collaborate with the implementation leadership team to support the attainment of organizational OKRs and KPIs.

• Diagnose and troubleshoot issues to determine their relation to applications, escalating to the relevant vendor when necessary.

• Represent HST Pathways’ mission and values in all client and partner interactions, ensuring customer satisfaction throughout the implementation journey.

• Travel may be required up to 50% to provide training and client support.

⛳️ Requirements

• Bachelor’s degree is preferred.

• Proficiency in Microsoft Office and related software tools is required.

• Experience in healthcare, hospitals, or Ambulatory Surgery Centers is preferred.

• Strong public speaking and presentation skills are essential.

• Excellent communication abilities for both internal and external stakeholders.

• Capability to manage multiple tasks and priorities in a fast-paced, dynamic setting.

• Experience in developing, implementing, and maintaining training curricula for both new and existing products.

• Practical experience with software implementation and end-user training.

• Proven track record in training and educating peers, physicians, and other healthcare professionals.

• Subject Matter Expert (SME) in at least one core product or across the comprehensive suite of connected care products.

🏝️ Benefits

• Remote work environment.

• Health benefits covered for employees.

• Flexible Paid Time Off Policy.

• 11 company holidays each year.

• Paid parental leave.

• 401K with matching contributions.

• Learning and development allowance.

• A diverse, inclusive, and enjoyable team!