Implementation Specialist

At Radicle Health, we believe that a well implemented customer today will bear a more successful, stable, and happier customer tomorrow. Our team of Implementation Specialists lay the base for a healthy, long-term relationship with our customers and as a result, at its heart, the Implementation Specialist position is a customer service position. We are looking for an Implementation Specialist who is passionate about setting their customers up for success and invested in becoming the 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 Radicle Health’s offerings of Electronic Health Records systems, with a focus on consulting with new customers to ensure their new software solutions is tailored to meet their needs and that they have the skills necessary to manage it on their own. You will join 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 Will: 

• Guide 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. 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 our community of customers.  
• Participate in customer training initiatives alongside other Radicle Health 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 Radicle Health policies when communicating. 

Qualifications: 

• 2+ 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 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 Information: 

• Compensation: $60,000-$85,000 USD
• Location: Remote
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid holidays, volunteer time off, paid parental leave, etc.