Professional Services Consultant (Pharmacy/Home Infusion Billing)

Atlanta, GA, United States

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it's more than just a job. You'll be part of a team that's driving innovation and leading the way in cloud-based patient management software.

The technology allows us to provide the tools for better outcomes but at our heart, we're really about people. We strive to positively impact our customers' businesses and the lives of patients every single day.

The Professional Services Consultant for Pharmacy/ Home Infusion is a consultant and trainer that has substantial knowledge of adult learning methodologies, curriculum, and specialist in content delivery. Using multimedia tools, implementation methodology, documentation, and education tools you will train the new and existing Brightree SaaS customers on recommended best practices and product functionality focusing on Home Infusion and HME. This position requires the ability to learn new technologies quickly in a dynamic environment. Adult learning techniques are utilized to ensure proper training and adoption of Brightree' s product offerings and to assess training needs and effectiveness. This role requires excellent communication and facilitation skills, an executive presence, and a track record of delivering results. The successful candidate must be a disciplined self-starter as well as a positive team player. Requires exceptional communication skills with a focus on collaboration across functional teams. Onsite and remote healthcare implementations and exposure to Project Management and Consulting is a must.

The person fulfilling this role will manage and perform system setup, configuration, installation, consulting, and training for new or existing customers. They will contribute to our mission through providing subject matter expertise and guidance to customers through the implementation process using technical and customer service skills.

Let's talk about the role:

Consistently and effectively implement Brightree SaaS solutions within 120 days or less (on average, from contract signing to go-live)

Develop a deep understanding of the customer's requirements and deliver quality service resulting in positive satisfaction survey feedback.

Build and maintain strong customer relationships.

Coordinate and manage communications with all stakeholders to seamlessly address customer questions and/or issues.

Proactively provide constructive feedback on programs and processes; contribute to process improvement.

Delivers formal training classes to users on Brightree's Home Infusion and HME product lines through lecture and hands-on training either in person or remotely.

Partner with Instruction Design Team as a domain expert to ensure the quality of the e-learning materials.

Mentors new training staff as they onboard.

Manage customer escalations through appropriate Brightree channels.

Track and report product defects to Support for appropriate resolution.

Provide feedback to Product Management and Development regarding product enhancements.

Liaises with other departments and team leads for cross-functional collaboration and process improvement.

Provides thought leadership and collaboration with departmental leadership team on training and consulting strategies and process.

Explain technology to diverse customers at various levels.

Interprets client workflow and adapts/customizes training to follow client-specific flow.

Conducts new user assessment and evaluate knowledge retention during go-live support to assure a high degree of user competency and software adoption.

Works collaboratively to design training approaches and to develop training scripts.

Helps drive customer change management.

Defines course outlines and learning objectives.

Provide work progress update to meetings through meetings and project tracking tools.

Travel to client sites (up to 60%) as required to conduct training, assess user readiness and provide support.

Other task as assigned

Let's talk about you:

4+ years healthcare management experience in HME, Hospice and/or Pharmacy Home Infusion

3+ years' experience with Pharmacy/Home Infusion billing and inventory management software

5+ years' experience training with healthcare Software as a Service (SaaS) applications with knowledge of adult learning principles and theories.

Four-year college degree in a related field; equivalent combination of education and experience will be considered. Other degrees and/or certifications considered as well as equivalent.

Working knowledge of Salesforce.com

Ability to work with little to no direct supervision.

Brightree System experience

Experience training internal or external personnel on software preferably SaaS.

Experience receiving software enhancement requests and communicating the same to Product Management

Technical / professional qualifications:

Knowledge of mobility and/or wireless technologies in IT a plus

Knowledge of software implementations, system workflows and implementation best practices.

Ability to work with different skill levels of adult learners.

Strong analytical ability to troubleshoot and diagnosis software issues for clients during training.

Experience working with PM and CRM tools necessary.

Experience working with Smartsheets, Salesforce and Financial Force a bonus.

Proficient in MS Office Tools: MS Project, SharePoint, MS Visio, MS Power Point, MS Word, and MS Excel.

Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand.

Outstanding presentation, written, and verbal communication skills.

Ability to work in a fast paced, high-pressure environment on a high performing team.

Demonstrate professionalism, both in appearance and conduct weather remotely or in person.

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

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