Job Description:

The IMPLEMENTATION AND TRAINING SPECIALIST provides education and support to clients on the application suites by telephone, email and remote assistance.  Responsible for providing support to clients, coordinating billing software implementations, training clients on the use of billing software, creation and maintenance of training materials, performing software utilizations and delivery of training to staff. 

DUTIES AND RESPONSIBILITIES:

1. Monitors and responds to support requests made electronically and by telephone.


2. Documents support requests and resolutions within the ticketing system according to defined department standards.


3. Diagnoses and resolves software and minor technical hardware issues.


4. Reviews and updates support requests that are in progress.


5. Provides updates to the clients concerning the status of their tickets.


6. Identifies and escalates urgent issues.


7. Logs all support activity in the ticketing system.


8. Meets the Department service standards for response time, customer satisfaction and quality.


9. Maintains a working knowledge of current and future processing requirements of Medicare and other payers.


10. Transfers client license files, assists client in configuring the purchased feature and conducts training on the feature as needed.


11. Conducts proactive customer service by contacting clients on a regular basis.


12. Performs User Acceptance Testing as needed for software changes prior to release


13. Coordinates software implementations for new and existing clients.


14. Assesses client training and implementation requirements to prepare training objectives and implementation project plans.


15. Serves as application expert, ensuring system set up is congruent with client-defined project goals.


16. Develops and delivers training curriculum for new and existing clients whose expertise may include a wide range of computer skill levels and medical billing knowledge.


17. Delivers custom and standard training to clients through training sessions at the client’s facility, web based sessions, or by class based sessions at our facility.  Training sessions may include large or small groups in either classroom or hands on setting.


18. Ensures client end users are properly trained in the areas of the application related to their job function.


19. Coordinates travel plans based upon company policy.


20. Performs other activities and responsibilities as assigned.


21. Follows Company policies and procedures as set out by Company Management.  Completes job duties and assignments timely, accurately and with a professional attitude and appearance.  Maintains a positive and cooperative relationship with clients and other Company personnel.  Maintains a regular, predictable attendance and has the ability to keep a regular work schedule.


22. This position is an exempt position within the Company, requires working overtime as necessary and may require a varying shift based on client and/or support demand, and requires travel.

SKILLS

• Administrative Skills


• Oral Communication Skills


• Written Communication Skills


• Self-Guided Worker


• Customer Service


• Leadership


• Diplomacy


• Professionalism


• Organization


• Detail Oriented


• Time Management


• Advanced aptitude in: Microsoft Office Tools (Word, Excel Pivot Tables, Project & PowerPoint)


• Telephone Etiquette


• Team Oriented


• Change Management


• Math aptitude

JOB REQUIREMENTS:

Analytical – Synthesize complex or diverse information; collect and research data; use intuition and experience to complement data; design work flows and procedures.

Continous Learning – Assess own strengths and weaknesses; seek feedback to improve performance; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others.

Job Knowledge – Competent in required job skills and knowledge; uses resources effectively.

Use of Technology – Demonstrate required skills; adapt to new technologies; troubleshoot technological problems; use technology to increase productivity; keep technical skills up to date.

Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics.

Customer Service – Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; responds to requests for service and assistance; meet commitments.

Communications – Express ideas and thoughts verbally; express ideas and thoughts in written form; exhibit good listening and comprehension; keep others adequately informed; select and use appropriate communication methods.

Cooperation – Establish and maintain effective relations; exhibit tact and consideration; offer assistance and support to co-workers; work cooperatively in group situations; work actively to resolve conflicts.

Managing Customer Focus – Promote customer focus; establish customer service standards; provide training in customer service delivery; monitor customer satisfaction; develop new approaches to meet customer needs.

Oral Communication – Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings.

Teamwork – Balance team and individual responsibilities; exhibit objectivity and openness to others’ views; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; able to build morale and group commitments to goals and objectives; support everyone’s efforts to succeed. 

Written Communication – Write clearly and informatively; edit work for spelling and grammar; varies writing style to meet needs; present numerical data effectively; able to read and interpret written information.

Language Skills – Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures or government regulations.  Ability to write reports, business correspondence, and procedural manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Mathematical Skills – Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common factions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 

Reasoning Ability – Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree (BA) from four (4) year college or university and two (2) years of related medical billing experience, or equivalent combination of education and training. Two (2) years of related experience in education program development and/or staff development training is preferred.

Bilingual Skills are a plus.

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

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