Implementation & Training Specialist

Primary Role

This positions primary responsibility is to provide training and implementation services to new and existing HDMS Customers.  Employee will perform implementation services (both on-site and over the phone) from pre-contract to post go-live and be responsible for meeting deadlines in the implementation process developed by the Project Manager and/or executive team. 

Description and Essential Duties

This position involves a comprehensive list of responsibilities, not all listed here.  Duties are subject to change to conform to company needs.  The general position is effective communication of knowledge in HDMS to both new and existing customers.  To assure customer satisfaction, assist customer with any questions, problems and/or obstacles they experience as they implement HDMS along with completing documentation through all aspects of the implementation process.  This position will be successful with a complete understanding of HDMS and the home infusion industry, along with the ability to clearly demonstrate and explain program functionality. 

The below list is a highlight of essential duties required but is not intended to be all inclusive;

• Assist the sales team with in-depth sales demonstrations pre-contract when needed
• Understanding the customers business needs and procedures by performing a business review of new contract customers
• Direct contact with the project lead at the customer to go over training needs prior to on-site or over the phone training
  • Intent is to educate on need before training as well as to assure systems are functional and ready for training on that topic
• Ability to perform both virtual and onsite training while maintaining customers budgetary needs
  • Provide tracking and expense logs for all on-site expenses
• Work directly with the Project Manager to coordinate training requirements and implementation schedule for new customers based on business needs
• Document and communicate with internal staff the needs of the customer in a clear and concise manner
• Provide timely feedback and follow up to the customer of any training documentation to include on-site follow up documentation that is essential for customer success
  • On-site follow up documentation should be sent to customer withing 1 week of training
  • Outstanding issues related to implementation will be documented and followed up on every 3 days until resolution
• Excellent communications and time management skills
• Advocate for customer as well as be a resource for internal staff related to pharmacy industry

Basic Qualifications

The below list is a highlight of basic qualifications required but is not intended to be all inclusive;

• Willingness to travel onsite to clients via flight or vehicle
• Experience in the Infusion, HME/DME industry
• Prior experience providing comprehensive software training to external customers
• Capable of thinking on your feet, working well in a team atmosphere, self-motivated, and a dedication and commitment to the job at hand
• Ability to adapt material presented to your audience using real life comparisons and examples
• Ability to create training material to support training efforts as needed
• Feels comfortable speaking in front of a large group or one on one