Implementation Specialist

Chordline Health is seeking a detailed-oriented and customer-focused professional who can provide application specific training, configuration, and support for all Chordline products. This role will play a crucial part in ensuring the successful onboarding and implementation of our SaaS solutions and working with multi-disciplinary team members. The Implementation Specialist will be able to work on Statement of Work projects and provide report writing and/or database management skills. This individual will be able to help support Level II technical support tickets and act as SME for product enhancements and documentation. The Implementation Specialist will be able to make independent decisions and operate with little to no immediate supervision to complete work. The consistent demonstration of approaching all assigned work in a positive, proactive, and collaborative manner is critical to the position of the Implementation Specialist.  Maintaining expert level knowledge of Chordline products is required. Consult with Vice President of Customer Success to define needs and/or problems and assist to determine the acceptable solutions. Operating within Chordline mission, vision, and values is required.

Job Specific Responsibilities*:

1. Client Onboarding:

• Collaborate with clients to understand their unique needs and requirements for a successful implementation of Chordline Health solutions.
• Guide clients through an implementation process, ensuring a smooth and efficient transition to our platform.

1. Customization and Configuration:

• Work closely with clients to configure and customize Chordline Health's SaaS solutions to align with their specific workflows and objectives.
• Provide expertise on best practices and optimal system configurations.

1. Training and Support:

• Conduct training sessions for end-users to ensure a thorough understanding of Chordline Health's products.
• Offer ongoing support to clients, addressing questions and concerns throughout the duration of any project or process.

1. Issue Resolution:

• Identify and resolve implementation challenges promptly, working collaboratively with internal teams to address technical and operational issues.
• Escalate critical issues to ensure timely resolution and customer satisfaction.

1. Documentation:

• Create and maintain detailed documentation of client configurations, customizations, and key implementation details.
• Provide documentation and training materials for clients to reference independently.

   *Duties reflected in this job description are not all inclusive

Education, Training, and Experience:

• Bachelor's Degree in Healthcare Administration, Information Technology, or a related field.

• Proven experience (10+ years) in a customer-facing role, preferably in SaaS implementation or healthcare technology.
• Familiarity with healthcare workflows and an understanding of SaaS solutions.
• Strong communication and interpersonal skills with the ability to build rapport with clients.
• Exceptional problem-solving skills and the ability to thrive in a fast-paced environment.
• Detail-oriented with a commitment to delivering high-quality results.
• Proficiency with SQL, Microsoft Office software (Word, Excel, PowerPoint)

After Hours Responsibilities:

• Some after-hours responsibility

Travel:

• Up to 20% travel may be required