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Homecare Homebase is looking for an Implementation Training Consultant (ITC) to act as an integral part of the clinical project to ensure a successful implementation of Homecare Homebase's home health and hospice software. The primary duty is to guide the customer/internal training teams through the deployment phase of our software. This role involves consulting customers on best practices within the home health and hospice industries to ensure they are setting their software up to return maximum results, and taking a lead role on all actions and readiness as it relates to a customer's deployment and go-live.
The ITC will be responsible for working with Product Management and Customer Support to rollout new product offerings and assist in the development of training materials for the customer and staff education. The Implementation Consultant must be customer focused, detail oriented and able to effectively manage multiple tasks simultaneously. They must be able to work independently and provide guidance and mentoring to those newer individuals on the team. Must possess the ability to communicate effectively both orally and written correspondence.
Essential Duties and Responsibilities:
* Serve as a subject matter expert to customers on the Homecare Homebase application. * Responsible for monthly status reports to Managing Consultant to discuss accomplishments and growth plan * Lead clients through the implementation and training of the software * Assist clients in the setup of the software * Assist clients in testing/validating the setup of the software * Train clients on the use of the software * Support clients on the software after its deployed * Independently conduct conference calls with customers during the implementation phase to proactively address needs and provide education as needed. * Lead clients through the implementation and training of the software * Lead onsite HCHB resource training team * Responsible for coordinating and updating branch daily logs and communicate these back to the customers * Responsible for training prep initiative for assigned projects * Responsible for participating in assigned project calls with customer from pre-implementation through validation when available * Create and facilitate disbursement of the customer specifics documents for each deployment * Responsible for ensuring customers have all relevant training handouts prior to deployment * Plans activities for onsite team on remote support Fridays * Responsible for ensuring OneNote is kept up to date for each deployment * Assist clients in the setup of the software * Assist clients in testing/validating the setup of the software * Train clients on the use of the software * Support clients on the software after its deployed * Ensure timely communication to customers, both internal and external * Prioritize reported customer issues and escalate as necessary. * Effectively provide consultation and educate customers on the appropriate use of all products within the Homecare Homebase suite. * Assist customer field agents to utilize the hand held application and synch data back to the office based application. * Participation in training programs for implementation team members and other department staff on applications. * Assist with customer's setup and configuration of handheld devices to ensure they are ready for training and go-live. * Assist in making customizations to clinical content (i.e. Visit types, pathways and assessments) to ensure environment is ready for validation and training. * Monitor Key Performance Indicators for assigned accounts and report this information to customers during post go-live conference calls. * Independently research customer inquiries and determine source of the issue. * Complete updates to all clinical training manuals two weeks after each software release * Independently research data functionality and report problems to the customer support team with needed steps for customer resolution. * Independently maintains product knowledge as new enhancements and functionality are released in the application. * Adhere to departmental policy regarding necessary documentation. * Adhere to HIPAA policies of Homecare Homebase. * Assure confidentiality of agency information. * Additional duties and responsibilities as assigned by Homecare Homebase leadership.
Leadership Responsibilities / Expectations:
* Collaboration of development and professional growth of Implementation Training Specialists (ITS) with Managing Consultant * Awareness of all business initiatives and goals to the implementation team as they are deployed. * Alignment of "team" goals and objectives with the overall Homecare Homebase business goals and objectives. * Develop and implement incentive programs within the "team" to promote productivity and morale. * Responsible for reporting feedback to Managing Consultant on ITS team performance * Schedule, Plan, and Create (when necessary) internal education sessions based on office resources and needs of the "team" and department. * Perform new hire candidate interviews as needed and as available * Review ITS roadmaps for coaching and development opportunities as aligned with the Managing Consultant. * Actively participate in assisting ITSs to work through their roadmap deliverables * Act as a resource person and escalation point to the implementation team members as needed while on site with a new customer
* Bachelor's Degree or Equivalent
* Valid Driver's license
* Citizenship: HCHB requires all applicants to be US citizens or have a green card allowing them to work in the US without being subject to export control restrictions.