Job Summary:
As a core member of the Professional Services, The Consultant will serve as the principal liaison for Practice Groups EHR delivery team leading the implementation and training of best practices to optimize workflows and drive business outcomes within Long-Term and Post-Acute Care (LTPAC) environments.
The Consultant works closely with customers to document and translate technical requirements into effective system configurations, ensuring data quality, integrity, and security for all customer databases. This role is responsible for leading detailed business discovery, developing recommendations for delivery approaches, and managing communication among project stakeholders to validate and execute implementation plans.
The Consultant delivers high-quality training to customers, including needs and readiness assessments, and supports customer change management by identifying adoption risks and coaching customer champions. Additionally, the position troubleshoots and resolves configuration issues with attention to detail, acting as a trusted advisor to guide customers on recommended business practices and solution use for maximum value and impact
Reporting to the Director, Professional Services (Acute and Payer)
Key Duties and Responsibilities:
Principal implementation liaison on the project team documenting customer requirements, translating technical requirements into configuration setup, business processes and goals
Lead a detailed business discovery developing recommendations to execute a delivery approach that will drive outcomes and deliver value
Translate technical requirements and execute system configuration setup (more complex than entry)
Ensure data quality, integrity, and security requirements for all customer databases
Assess and validate the implementation plan and manage communication among project stakeholders
Prepare and deliver quality new solution implementation training to customers based on adult learning principles and best practices
Define and communicate training expectations with the end users
Deliver train-the-trainer programs, including coaching and shadowing to support customer super users and end users in their organizational training, change mgt and adoption strategy
Present/facilitate information using a variety of instructional techniques or formats, such as role playing, simulations, group discussions, video or lectures
Perform structured learning needs assessments (pre training) and readiness assessments (pre go live) to align training plans with customer goals, workflows, and adoption risks.
Support customer change management efforts by identifying risks to user readiness, coaching customer champions, and recommending strategies to boost engagement and adoption.
Troubleshoot and resolve configuration issues with great attention to detail
Update and maintain training databases to incorporate new product releases, enhancements, and leading practices
Identify and suggest configuration improvements to drive efficiency and enhanced customer outcomes
Establish and maintain stakeholder relationships by utilizing excellent communication and collaboration skills, in collaboration with the project team proactively anticipate, identify, and communicate issues,risks, escalations, timelines and delays to ensure an exceptional customer experience and successful implementation.
Participate in educational workshops, seminars, and in-house certification and release training to maintain up-to-date professional and technical knowledge.
Monitor key adoption metrics and translate insights into actionable recommendations that align with the customer’s goals, desired outcomes, and industry best practices.”
Support customer change management strategies, including the plans for user readiness and acceptance.
Develop and maintain expertise and knowledge in multiple product offerings, including the knowledge of the end-to-end solution and product value outcomes
When needed, travel to customer on-site locations to lead and direct meetings and presentations (entry supports documentation)
Skills and Qualifications:
Post-secondary education in business or technology related field (preferred)
Excellent communication, organizational and collaboration skills
Previous experience configuring or implementing a software solution, database testing and end-user support, preferred
Strong analytical and problem-solving skills
Demonstrated attention to detail and quality validation process adherence
Consulting experience within a software organization performing workflow analysis and documenting and delivering recommendations to drive operational excellence
Experience working on a multiple project teams simultaneously balancing milestones and objectives efficiently and on time
Proven ability to take accountability for a project, demonstrating initiative, and delivering on
Self-starter, able to work independently, prioritize to deliver on time and adapt priorities and a flexible approach to sharing client insights
Must be results oriented, and demonstrate a can-do attitude with adaptability, problem-solving and critical thinking skills
2-4+ years in a software implementation role
PointClickCare is a leading health technology company that empowers providers to deliver exceptional care through its comprehensive platform serving the long-term and post-acute care industry. The company operates the largest long-term and post-acute care dataset and hosts a Marketplace of 400+ integrated partners, serving over 30,000 provider organizations globally. PointClickCare's platform makes a real difference in millions of lives by helping healthcare providers optimize operations and patient outcomes. As a founder-led, privately-held company, PointClickCare reinvests a significant percentage of its revenue into research and development, leveraging AI as a catalyst for innovation and creativity to shape the future of healthcare.
