Implementation Specialist

About Our ClientOur client is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. The belief is that technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That’s why this collection of products was built as a home for mission-driven products that support organizations in delivering essential services. Under one roof, teams learn from each other, test ideas faster, and think holistically about the individuals and communities served.About the RoleOur client believes that a well implemented customer today will bear a more successful, stable, and happier customer tomorrow. The team of Implementation Specialists lay the base for a healthy, long-term relationship with customers. At its heart, the Implementation Specialist position is a customer service position. The organization is looking for an Implementation Specialist who is passionate about setting customers up for success and invested in becoming a product expert for the company. The ideal candidate can manage multiple projects simultaneously without sacrificing quality of service or attention to detail. The role will center on becoming a product expert on the organization's offerings of Electronic Health Records systems, with a focus on consulting with new customers to ensure their new software solutions are tailored to meet their needs and that they have the skills necessary to manage it on their own. This role joins a team of several talented and dedicated individuals that work hard to meet customer needs and enthusiastically share knowledge across internal teams. The implementation team is responsible for onboarding all new customers and working with existing customers as they work to deepen their system use.In This Role, You WillGuide new and existing customers through the onboarding process of their software system, providing an excellent customer experience by anticipating and resolving client issues and questions in a timely manner. This includes providing project management, consultation, system configuration, training, and support during their onboarding process in a thorough, engaging, and fun way, recognizing individuals’ different learning styles.Serve as a product expert to customer caseload and internal teams, providing consultation on best practice recommendations.Communicate regularly with customers to facilitate the set up of their system to best meet their agency’s EHR needs through web meetings and email.Work alongside the rest of the Customer Enablement and Customer Experience teams to serve the community of customers.Participate in customer training initiatives alongside other teams, which may include some occasional travel to conferences, on-site training, or other events as needed.Maintain a high level of professionalism with clients, following the latest best practices for HIPAA (Health Insurance Portability and Accountability) and internal policies when communicating.Qualifications2+ years of experience in social services or relevant field preferred.Proven expertise in project management, implementation, or training.Strong understanding of EHR software.Social services, and HIPAA experience preferred. Insurance billing knowledge is a plus.Demonstrated ability to anticipate customer needs, creatively problem solve, and contribute to team efforts and culture in a meaningful way.Other InformationCompensation: $60,000-$80,000Location: RemoteBenefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid holidays, volunteer time off, paid parental leave, etc.Some travel required.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”