Role SummaryThe Head, Client Training & Adoption is accountable for the end-to-end design, delivery, and continuous improvement of client-facing training programs and revenue cycle management (RCM) education across CKG's US operations. Reporting to the Director of Professional Services, this role serves as the single point of expertise bridging product training, clinical workflow enablement, and medical billing knowledge ensuring clients achieve measurable adoption, operational proficiency, and financial performance outcomes across the KidneyOne platform.
Day to day, the Head, Client Training & Adoption designs scalable curricula spanning clinical and billing workflows, leads training engagements tied to implementation milestones and go-live readiness, and acts as the primary RCM subject-matter expert for client-facing billing questions, denial resolution guidance, and revenue cycle optimization. This role partners closely with implementation project teams, the Engagement organization (Clinical & Billing Services), and the RCM team to drive feature adoption, support retention and expansion, and translate complex payer and regulatory requirements into actionable education for both clients and internal teams.
In this role, 'clients' encompasses both external customers dialysis providers using the KidneyOne platform and internal teams who rely on product and billing proficiency to serve those customers effectively. External-facing work centers on client training and adoption; internal-facing work centers on product enablement, ensuring every team that touches the client experience has the knowledge and confidence to deliver.
Key Responsibilities1. Training Strategy & Program Ownership- Own the overall client and internal product training strategy and annual roadmap across client-facing and internal education, aligning training priorities to CKG's business objectives, product roadmap, and client success goals.
- Help set the standard for how product / client training is designed, delivered, and measured across CKG establishing consistent quality, methodology, and governance for all education programs.
- Define product / client training program priorities in partnership with Professional Services, Engagement, and Product Management leadership, ensuring resources are allocated to highest-impact initiatives.
- Maintain a rolling training roadmap that accounts for product releases, implementation schedules, client adoption goals, and internal enablement needs.
2. Client Training Program Design & Delivery- Design and deliver comprehensive role-based training programs across all CKG platforms including Clinical Vision, FOCUS Billing, CKG Intelligence, Renal AI, and DrFirst/e-Prescribe tailored to client workflows and operational environments.
- Develop scalable curricula, certification-style training pathways, and continuous learning programs that support client onboarding, platform proficiency, and ongoing maturity.
- Lead end-user, super-user, and train-the-trainer sessions, embedding change-management principles to accelerate adoption and reduce time to value.
- Create and maintain a library of training assets including role-based guides, video learning modules, recorded webinars, and step-by-step platform walkthroughs.
- Own the learning management system (LMS), e-learning content, knowledge base, and self-service content library for clients and internal teams.
- Develop and maintain quick reference guides (QRGs) and short, focused videos for common tasks and new features.
- Deliver regular webinars for clients and internal teams covering product releases, best practices, and feature deep dives.
3. Revenue Cycle Management Subject-Matter Expertise- Serve as the primary RCM subject-matter expert for client-facing billing and revenue cycle questions, providing credible, knowledgeable guidance on claims processing, payer requirements, and reimbursement workflows.
- Maintain deep knowledge of commercial, Medicare, Medicaid, and managed care billing rules, including dialysis-specific reimbursement requirements, NPA, unbilled charges, COB, denials, underpayments, and payer nuances.
- Interpret payer behavior, billing outcomes, and denial patterns to develop targeted training content that addresses root causes and drives measurable improvement in client revenue cycle performance.
- Develop and deliver RCM-specific training modules covering denial prevention, appeals workflows, A/R aging management, and compliance with CMS and commercial payer requirements.
4. Implementation & Go-Live Training Support- Partner closely with implementation project teams to structure training plans aligned to project milestones, configuration timelines, and go-live readiness criteria.
- Coordinate with Professional Services Group (PSG) to manage education-related backlog items, ensuring visibility, prioritization, and timely execution of training deliverables.
- Maintain reporting on training workload, backlog trends, and delivery performance to support operational decision-making and resource planning.
- Standardize training documentation, templates, and repeatable processes to enable consistent, scalable delivery across implementations.
5. Client Feature Adoption & Expansion Support- Drive awareness and utilization of product features including advanced reporting, analytics dashboards, and AI-supported clinical and billing tools through structured education and value-driven workshops.
- Support Engagement team activities for client retention and account growth through education-based conversations that demonstrate product value and identify expansion opportunities.
- Create learning pathways that highlight cross-product synergies across the KidneyOne platform, enabling clients to realize the full value of their investment.
- Participate in client-facing strategy sessions where training and RCM expertise contribute to adoption, change management, or performance improvement plans.
6. Internal Product Onboarding & Enablement- Deliver structured product and RCM training across CKG internal teams ensuring consistent, high-quality client interactions.
- Equip internal staff with billing subject-matter knowledge, product workflow expertise, and training tools to handle client questions and escalations effectively.
- Own and continuously improve product onboarding for all new employees, including an introduction to each CKG product, role-specific training, and role-playing exercises to build confidence and assess readiness.
- Implement certification or readiness checks so employees are verified as prepared before supporting clients establishing clear proficiency gates tied to product and billing knowledge.
- Drive internal teams' readiness on new products and releases before they reach clients, ensuring staff can support and articulate changes from day one.
7. Compliance & Patient Safety in Training Content- Ensure all training content reflects relevant HIPAA requirements, including patient data handling, privacy safeguards, and security protocols applicable to CKG's products and client workflows.
- Incorporate CMS regulatory requirements including conditions for coverage, billing compliance, and quality reporting obligations into client and internal training curricula.
- Embed patient-safety considerations specific to dialysis providers into clinical workflow training, ensuring staff and clients understand the care implications of system use and data accuracy.
- Partner with Compliance and Clinical teams to keep training materials current with regulatory changes, audit findings, and industry best practices for healthcare IT in the dialysis space.
8. Measurement, Reporting & Continuous Improvement- Track and report the impact of training programs on client adoption metrics, implementation success rates, Net Revenue Retention (NRR), and client satisfaction.
- Monitor the effectiveness of training programs by measuring engagement, completion, and effectiveness outcomes across all training programs to identify gaps and inform curriculum evolution.
- Incorporate client feedback, RCM performance data, and internal stakeholder input into a continuous improvement cycle for all training content and delivery methods.
- Translate revenue cycle performance insights including A/R aging, denial trends, and collection performance into updated training materials and proactive client education.
- Track time-to-readiness for new hires as a success measure, measuring how quickly new employees achieve product and billing proficiency sufficient to support clients independently.
9. Instructional Design & Learning Best Practices- Apply learning best practices and instructional design methodologies and adult learning principles to ensure all programs drive measurable knowledge transfer and behavior change.
- Evaluate and recommend training delivery techniques, live virtual, on-site, self-paced e-learning, and blended approaches to optimize engagement and accessibility across client populations.
- Stay up to date with training trends and best practices in healthcare technology training, client education, and learning management systems to continuously elevate program quality and reach.
10. Cross-Functional Partnership- Partner closely with Product Management to align training content with the product roadmap, upcoming features, and known client pain points.
- Collaborate with Support to identify recurring client issues and translate them into targeted training content that reduces ticket volume and improves first-contact resolution.
- Work with Implementation and Engagement teams to ensure training is tightly integrated into the client lifecycle from onboarding through go-live, adoption, and ongoing account health.
- Coordinate with RCM Services so that billing education reflects current payer behavior, denial trends, and the issues coming up most often in day-to-day operations.
- Partner with Product Management to ensure training materials, release notes, and internal teams are ready ahead of each product release, so clients and staff are prepared before new features reach production.
QualificationsRequired- 7+ years of progressive experience in client training, instructional design, or learning & development within healthcare technology, SaaS, or revenue cycle management environments.
- Demonstrated subject-matter expertise in medical billing and revenue cycle management including commercial, Medicare, Medicaid, and managed care billing rules.
- Experience in training delivery, instructional design, or related experience tied to software implementation, product adoption, and client success outcomes.
- Strong understanding of dialysis or nephrology healthcare workflows (clinical and/or billing) preferred, or demonstrable ability to acquire deep domain knowledge rapidly.
- Proficiency in training delivery techniques, presentation skills, and facilitation of group discussions across diverse client audiences.
- Excellent communication skills (written and verbal) with the ability to translate complex technical and billing concepts into clear, actionable training content.
- Proven project management skills with the ability to manage multiple concurrent training engagements, deadlines, and stakeholder relationships.
- Proficiency with billing systems, payer portals, reporting tools, LMS platforms, and standard productivity tools (Excel, PowerPoint, Word).
- Working knowledge of HIPAA privacy and security requirements and familiarity with CMS regulatory frameworks relevant to dialysis and healthcare IT.
Strongly Preferred- Experience with dialysis-specific EHR, billing, or RCM platforms (e.g., Clinical Vision, FOCUS Billing, or comparable systems).
- Background in professional services, implementation consulting, or client success roles within healthcare IT.
- Experience with denial management, appeals, payer dispute resolution, and reimbursement optimization.
- Familiarity with CMS or other healthcare regulatory requirements relevant to dialysis providers.
- Education in Instructional Design, Education, or related field; instructional design certification (e.g., ATD, CPTD) or equivalent.
- Experience building scalable e-learning content, certification programs, or learning management system curricula.
- Experience in high-growth healthtech or multi-entity healthcare environments.
- Analytical mindset with the ability to interpret training effectiveness data, RCM performance metrics, and client feedback to drive program improvements.
FLSA Designation (US Only):Exempt
Salary Range:The estimated base salary range for this role is USD$126,000.00 - USD$154,000.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in w
