Implementation Specialist, Healthcare Technology

Role Summary :

As an Implementation Specialist at SES, you are a critical member of our Implementation Team and report to the Director of Implementation Services.

The role is responsible for delivering first-class implementation support as part of an innovative and forward-thinking company in the health informatics market.

The Implementation Specialist serves customers by documenting customer requirements, updating customer programs, providing product and service information, and assisting in the implementation of SES solutions.

As a customer-focused team player, the Implementation Specialist must possess a proven ability to take ownership of the customer experience, have exceptional attention to detail, and demonstrate strong critical thinking and problem-solving skills.

Overall, the Implementation Specialist must have the willingness to go the extra mile to ensure customer success.

Role Responsibilities :

• Resolving and classifying technical issues in a timely manner, answer inquiries, and provide effective resolutions during the implementation process
• Document customer requirements
• Manage implementation life cycle
• Maintaining customer records by updating implementation specifics
• Creating and maintaining implementation documentation
• Participating in implementation testing
• Serve as point of contact for customers during implementation
• Recommend potential product or services enhancements to Product Management by collecting information, analyzing customer requests and market needs
• Prepare product or service reports by collecting and analyzing customer information
• Implement process improvements to promote operational success
• Help manage operations activity and customer deployments
• Contribute to team efforts by accomplishing related results as needed

Role Requirements :

• 2+ years of implementation management; preferably new customer implementations for a SAAS based software product
• 4+ years of professional work experience, client facing and / or experience in the healthcare industry a plus
• Experience working with project management software JIRA, Excel, SharePoint, and / or Salesforce preferred
• Bachelor’s degree in business, technology, or related field preferred
• Technical background in a healthcare environment
• Implementation management, testing, ticketing, and interfacing with software developers / operations
• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail
• Knowledge of HL7 V2 and V3 data structures
• Electronic Medical Record workflow knowledge a plus
• Ability to adapt to change, think critically, and work independently / remotely
• Ability to ensure customers understand of the features and benefits of product and services to best meet their needs
• Strong critical thinking and problem-solving skills
• Strong communication and customer service skills with ability to take ownership of the customer experience
• Excellent verbal and written communication skills
9 days ago