Description

Home Care Pulse (HCP), a SaaS leader in the post-acute healthcare market, has an exciting opportunity for an Implementation Specialist.

First, a bit about HCP. Founded in 2008 with a vision to improve the outcomes for patients by delivering high-quality online training for post-acute and residential living providers, now we have grown to 250 team members, 3.2k clients while improving the care of 1M patients. Our Care Intelligence Platform offers employee engagement, continuing education and training, employee and patient satisfaction surveys, and reputation management tools designed to help providers become the best employer and care provider in their area and make sure everyone knows about it.

What sets HCP apart are three things:

1) We are in a high-growth market segment. HCP operates in one of the fastest-growing segments in the healthcare industry. The demand for post-acute care is reaching unprecedented levels, driven by the fact that 10,000 US adults are turning 65 every day. As a result, there is a crucial need for HCP to scale its operations to effectively serve this rapidly expanding market.

2) Our teammates. Working with healthcare providers attracts empathic team members who are driven to serve and want to see their performance having an impact on the lives of others. This creates a cool culture of highly motivated team members that are collaborative, want to win as a team and celebrate their successes together.

3) Private equity backed. In an economy that is slowing down it is not uncommon to read each day that more and more companies are laying off employees. The exact opposite is happening at HCP! We are backed by Cressey & Company with over 40 years of experience focused only on the healthcare space with a tremendous track record of partnering with leadership teams for success. We are fueled to grow and have big plans to accelerate our growth within the next 5 years.

As the Implementation Specialist, you will lead the implementation process to successfully onboard HCP customers onto a suite of products. You will own the customer onboarding experience by planning, executing and coordinating customer activities, tracking progress, and managing risks to ensure projects stay on-track and on-time.

Responsibilities:

• Partner with customers to create and execute implementation plans that are on-time and with the highest customer satisfaction
• Assess individual and group training needs and effectively customize training agendas and content to fit the requirements
• Perform issue identification, escalation, and resolution for issues encountered during the implementation process
• Responsible for setting up customer subscriptions on our billing platform, configuration of HCP system and setting up integrations with a customer's scheduling software
• Document customer feature/enhancement requests to the product team
• Develops and maintains expertise on all HCP solutions
• Works closely with Implementation Manager to consistently evaluate and improve the onboarding experience
• Provides end user training as needed
• Builds enthusiasm and excitement for the product
• Embrace, promote and actively incorporate HCP’s Mission, Vision, and Core Values in all activities
• Perform other duties as assigned
• Must be available to work during clients' core business hours

Qualifications

Skill Requirements:

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Ability to present ideas in an organized and user-friendly language
• Ability to manage stress and effectively prioritize tasks in a high-pressure environment
• Strong analytical and problem-solving skills
• Strong technical aptitude
• Excellent attention to detail with the ability to follow through on assigned tasks
• Driven and self-motivated
• A willingness to learn new technologies on the job
• Ability to pick up new concepts quickly
• Proficiency in spoken and written English
• Available to work core business hours 9am-3pm resident USA time-zone

Experience and Qualifications:

• 2 years of relevant work experience
• Proficient in Microsoft Office Suite
• Previous experience as an Implementation Specialist preferred
• Salesforce experience preferred