Implementation Specialist

Company Summary: We are a rapidly growing, fully remote Intelligent Document Processing company that drives unmatched efficiency in the medical equipment, healthcare, and financial services industries. Leveraging techniques like optical character recognition, machine learning, and large language models, our platform empowers our customers to transform complex, unstructured data into actionable insights, expediting their revenue cycle and lowering their costs. Ultimately, this helps patients get the care they need more quickly while reducing frustration with both their provider and their insurance company.

While we currently focus primarily on the DME (Durable Medical Equipment) industry, we are exploring and developing additional applications of our solutions to broader problems within healthcare, finance, and beyond.

Position Summary: The Implementation Specialist is responsible for leading successful client implementations of our AI document processing solutions. Reporting to the Senior Implementation Manager, the Implementation Specialist plays a key role in onboarding new clients by conducting discovery sessions, documenting requirements, designing workflows, and coordinating activities across internal and external teams. This role requires strong project coordination skills, clear communication, healthcare industry experience, and the ability to navigate roadblocks to keep implementations on track.

Job Duties: 

Requirements Gathering

• Facilitate discovery sessions with clients to gather specific requirements and understand business processes.
• Create detailed documentation of client requirements and workflows using Lucidchart and other tools.
• Ensure that all relevant internal and external stakeholders understand and are aligned on the client’s requirements and processes.

Implementation Planning & Execution

• Develop comprehensive implementation plans that are customized to each client’s specific needs and expectations and that reflect contractual agreements.
• Act as a project manager for implementations, monitoring project timelines and deliverables, following up with individuals assigned to tasks to ensure the project stays on track, and ensuring consistent adherence with contractual obligations.
• Coordinate and support User Acceptance Testing (UAT), including developing test cases, tracking results, and managing stakeholder sign-off.
• Prepare and deliver implementation status reports to clients and internal stakeholders, highlighting any risks to meeting agreed upon timelines.
• Coordinate with both clients and internal teams (Product, Engineering, and Client Success leadership) to promptly resolve blockers to smooth implementations.
• Apply critical thinking and creative problem-solving skills to get delayed or complex implementations back on track and ensure successful outcomes.
• Escalate issues that cannot be resolved to Client Success leadership as needed.
• This position requires periodic travel to client sites as well as attendance at internal meetings. 

Client Relationship Management

• Maintain comprehensive client implementation documentation including key contacts, configuration details and project milestones.
• Build strong relationships with client team members, ensuring that clients have a positive impression of our people and our products.
• Respond to client inquiries during implementation via email, phone, or virtual meetings promptly.
• Solicit and document client feedback and enhancement requests related to implementation processes; work to improve processes to better meet client needs.

Required Qualifications: 

• At least 3 years of experience in the healthcare industry onboarding new clients to software solutions.
• Experience building and managing relationships with clients involving weekly or daily contact throughout the full onboarding process.
• Ability to navigate and resolve complex implementation challenges.
• Experience creating workflow documentation and process diagrams.
• Strong organizational and project management skills with ability to manage multiple implementations simultaneously .
• Excellent verbal and written communication skills with ability to translate technical concepts for non-technical audiences.
• Must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
• Must live in the U.S or U.S Territories

Preferred Qualifications: 

• Experience using Lucidchart or similar diagramming tools 
• Experience interpreting contracts
• Knowledge of DME or healthcare billing processes 
• Experience using a project management system - Asana preferred
• Experience facilitating client discovery sessions 
• Bachelor's degree

Benefits

We offer comprehensive and competitive benefits, including:

• 10 company holidays per year
• 4 weeks of vacation per year
• 8 sick days per year
• Health/dental/vision insurance
• 401K with company match
• Paid parental leave

Work from Home Requirements

• Reliable Internet: Minimum download speed of 50 mbps and upload speed of 10 mbps.  You can test your internet speed at this link: https://www.speedtest.net
• Smartphone: Must have a smartphone, as we use multi-factor authentication for logging in to our system, so you will need to download an app to your phone.
• Equipment: Company laptop and optional external monitor will be provided.
• Privacy: Must have a private place to work in order to protect the confidentiality of the patient data we access.

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