Product Implementation Manager

Healthcare Systems & Technologies - Nashville, TN

Full-time - Mid Level

Remote - Nashville, TN

Ambulatory Health Care Services

About the position

The Product Implementation Manager at HST Pathways is responsible for managing the implementation of software solutions for Ambulatory Surgery Centers (ASCs) from start to finish. This role involves guiding clients through project timelines, facilitating training, and ensuring successful software adoption to enhance operational efficiency. The manager will also handle data collection and build activities, while addressing any challenges that arise during the implementation process.

Responsibilities

• Act as the primary contact for Centers regarding their specific product facilitating and leading the entire implementation and training process for your assigned product.
• Maintain up-to-date project tracking materials, including Rocketlane and Salesforce.
• Facilitate center build activities to ensure comprehensive database configuration in support of implementation projects.
• Responsible for explaining all client deliverables required for implementation, collecting them, and reviewing for accuracy and completeness.
• Communicate internally and externally the key inter-product dependencies related to their project.
• Provide onsite, classroom and/or remote end user training on the use of the software products utilizing the tools and methodologies supported by HST Pathways.
• Lead training sessions for facility super users, administrators, office managers, clinical staff and physicians on HST products to support facility workflow and maximize product utilization to enhance center's day to day operations.
• Coordinate and lead client meetings.
• Develop and maintain expertise in the supported product.
• Troubleshoot and analyze client challenges, offering best practice recommendations informed by product and industry expertise.
• Manage client communication in a timely manner.
• Identify at-risk projects and proactively address issues with Project Manager, Team Lead and Client Onboarding Manager.
• Perform or submit and monitor all project related tasks through ticketing and project plan tools.
• Support the client through all project phases and ensure timely deliverables are met.
• Travel to client sites to conduct center assessments, support the go-live phase and provide hands-on assistance with product use.
• Develop documentation and educational materials, as appropriate.
• Assist with curriculum design and training content to support upgrades and new products.
• Actively seek current training methods and best practices to facilitate training adult learners.
• Assist in writing operational documentation for use by other HST Pathways staff and customers.
• Assist in updating and developing our internal Knowledge Base and application Help Files.
• Work with various internal departments to analyze and identify content gaps to implement process improvements on client implementation and education.
• Assist on curriculum design and training content to support upgrades and new products.
• Assist in the assessment of workflow and/or solution issues that may or may not be related to HST Pathways applications and resolve the issue or refer the customer to the appropriate customer support vendor.
• Perform other duties as assigned.
• Adhere to all HST company policies including dress code, conduct, and security.

Requirements

• Bachelor's degree preferred
• Proficient in MS Office and related products
• Experience in Healthcare, Hospital, Ambulatory Surgery Centers preferred
• Strong verbal and written communication skills
• Ability to manage many ongoing activities and tasks in a dynamic environment
• Experience implementing SaaS solutions and training end users preferred
• Ability to travel 50%

Benefits

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!