Are you interested in changing the world of healthcare and human services? Do you want to work with innovative web and mobile software applications with great impact on society? Can you provide smart ideas and experiments about what’s possible? Do you work hard to help others to achieve their best results? Do you want to be amazed, inspired and proud of your job every day? Come and show us what you’re made of.
Mediware Information Systems, Inc. is a fast growing Top 100 Healthcare Software company. We design and build products that are inspiring and make a real impact in people’s lives. We have 1000+ employees across the US, UK and Netherlands. Mediware’s portfolio of solutions currently includes long-term services and supports, behavioral health, blood solutions, cellular therapy, home care, medication management, rehabilitation and respiratory therapy.
The Implementation Consultant (IC) is responsible for coordination and execution of project activities during implementation and training of software products to the home care division customers. The Implementation Consultant will ensure project success, satisfaction of contractual obligations, and transition of customers into a post-implementation customer support program during the professional services engagement. The IC will participate, as required, in the Customer Service, Product Development, and Software Quality Assurance processes.
The Implementation Consultant (IC) will work directly with project managers, project teams and customer personnel coordinating implementation tasks through the life cycle of the project, including: Pre Go-Live, Go-Live, Post Go-Live, and Process Improvement phases. The IC will conduct customer meetings to ensure the implementation tasks of these phases are executed properly. Manage customer relationships by setting expectations, understanding and meeting the customer's needs, and representing the Company.
Principal Job Functions:
Train customers to maximize the use of their system. Training may take place within company facilities or at customer sites. The IC will be required to train customers on the following training offerings:
On-Site Training - Conduct On-Site Training at the customer’s location on the scheduled agenda, providing industry pertinent examples and provide a comprehensive follow-up letter within one (1) week of the completion of the training.
VOS Training - Conduct Web and Telephone based training for new and existing customers within the time frame specified based on customer’s needs and requests.
Internal Staff Training - Provide answers to questions arising from support calls and provide clarification on any item in question to any member of the internal staff. Provide additional training to new staff on the full functionality of CPR+.
In-House Training Development – Develop and provide In-House Training services for new and existing customers, as well as employees as scheduled by the Department Manager.
Implementation Documentation Support – Assist with completion of training videos and companion documentation as assigned. Also, assist in the development of installation tasks and project deliverable documents. Participate in continuous improvement efforts to refine the division's Professional Services methodologies and practices.
Coordinate activities for assigned projects with the project team, other Company resources, and outside third parties.
Maintain accurate and timely documentation of worked time and other customer deliverables according to established standards and procedures to ensure proper billing and revenue recognition.
Respond to escalated customer service requests per the established processes and criteria. May provide support to customers after hours and on weekends. Resolve problems efficiently and professionally by applying knowledge of software, applications and hardware.
Required Education and/or Experience:
Bachelor’s degree in Information Systems or Business OR a minimum of 5 years of software implementation in lieu of the degree.
Minimum 5 years work experiencerequired in related industry (Home Infusion, DME, Specialty Pharmacy). Home Health Agency experience is a plus.
2 years of experience in a user-facing customer service role in the software technology industry or a tech department (e.g. Information Systems) preferred or in lieu of the 5 yrs industry experience requirement.
Previous work experience in training others
Able to transfer knowledge in workplace or classroom settings
Must have excellent verbal and written communication skills
Strong task management and people skills
Developing and maintaining excellent client relationships
Excellent troubleshooting, listening and problem-solving skills
Able to work in a fast paced deadline oriented environment
Works well in a team environment
Proficient Microsoft Office skills in Windows, Word, Excel, PowerPoint
Able to travel up to an average of 8-12 days per month. Additional travel may be required depending on departmental needs.