Implementation Specialist

Job Title:Implementation Specialist
Department:Client Services
Reports to:Implementation Manager
Prepared Date:9/12/06


SUMMARY

Implementation Specialists are responsible for establishing and maintaining referenceable relationships with digiChart clients, beginning with the successful implementation of digiChart client installations. This includes, but is not limited to: initial training and implementation of our services; provide second tier support; and representing our installed client base regarding enhancements to and modifications of our applications. Provide assistance to the Sales Team in setting expectations that can be met or exceeded in implementation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.Participate in pre-sale activities and implementation planning to assist Sales Team in positioning the value of digiChart products and services.
2.Prepare, update and manage project plans for multiple client implementations.
3.Communicate with the client’s project manager to negotiate a realistic plan for successful application and interface go-live, considering all applicable training objectives, the client’s project goals and success criteria, client production requirements and any other client-specific factors.
4.Conduct pre-implementation communication with clients to facilitate application and interface set-up and configuration.
5.Conduct pre-implementation site visits to assess workflow needs, and to establish personal rapport with the client’s project manager and key staff.
6.Plan, develop and provide training using knowledge of the effectiveness of classroom training, demonstrations, on-line “live” meetings, conferences calls and workshops.
7.Conduct post-implementation follow-up to close out any remaining issues, enhance client workflow, and to measure implementation process effectiveness.
8.Maintain proper documentation of implementation activities to facilitate long-term customer support.
9.Establish relationship with client’s Practice Management System and/or reference lab vendors to ensure successful interfacing with digiChart, Inc.
10.Assist in digiChart application testing, including but not limited to functionality, documentation accuracy, data conversion accuracy and interface viability.
11.Achieve digiChart application training certification within 6 months of employment.
12.Actively participate in the development and refinement of processes, techniques and tools to facilitate successful accomplishment of all tasks, focusing on improved client service and satisfaction.
13.Identify, research and proactively communicate enhancement requests, potential bug fixes and other modifications to digiChart development team.
14.Resolve client inquiries, maintaining ownership through resolution.
15.Other duties as assigned.

REQUIRED QUALIFICATIONS

1.Professional work experience as either a clinician or administrator of a medical practice, OB-GYN preferred, including understanding of business, regulatory and reimbursement processes.
2.Maturity and demeanor to establish immediate professional credibility with clients.
3.Demonstrated ability to work effectively with clinical, administrative, and leadership staff within the client’s practice, including the ability to objectively review and analyze changes in workflow processes that impact multiple departments.
4.Demonstrated ability to teach effectively in a variety of settings; formal training or certification in adult education preferred.
5.Demonstrated ability to work independently, with minimal supervision, and to problem-solve both technical and human/interpersonal problems.
6.Ability to guide non-technical clients in understanding the capabilities of digiChart products and services, including any impact the products and services may have on their clinical and business workflow.
7.Ability to guide clients through clinical and administrative workflow changes/re-engineering, required to achieve their defined success criteria for implementing digiChart products and services.
8.Aptitude for working with information systems within a healthcare organization.
9.Demonstrated understanding of computers and the use software applications, basic understanding of TCP/IP and Networks preferred.
10.Effective writing and communication skills

EDUCATION and/or EXPERIENCE

Bachelor’s degree in a related field preferred; Combination of higher education and work experience accepted; Prior experience in implementing healthcare applications desired; OB-GYN office experience preferred; Physician office experience a plus.

LANGUAGE SKILLS

Must have ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures and governmental regulations, as well as having the aptitude to write reports, business correspondence, and procedure manuals. Effective presentation of information and professional responding to questions from groups of managers, clients, customers, and the general public is required.

MATHEMATICAL SKILLS

Required ability to work with mathematical concepts: add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Also must be able to compute rate, ratio and percent.

REASONING ABILITY

Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Also must have ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.



TRAVEL REQUIREMENTS

Moderate to heavy (40-65%) travel required. Travel would generally not be over a weekend or more than two working weeks in a row.

The Implementation Specialist is required to use a personal credit card with sufficient limits to support up to three (3) weeks of travel.

Requires a valid drivers license.

Must be able to make and schedule own travel arrangements.


PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the office environment is usually moderate.
REQUIREMENTS
See Job Description.