Training Specialist

Summary

Provides onboarding and training, utilizing PracticeSuite and MicroMD software, to clients and internal customers. Work closely with assigned Director to develop training plans and improve training skills. Facilitate onsite and/or remote software training. This position requires frequent, full access to client ePHI (Electronic Personal Health Information) and therefore is responsible for protecting client ePHI while performing job duties.

Responsibilities

Conduct web-based training sessions utilizing a wide variety of consultative principles and techniques; assess client needs based on individual project variables. Evaluates training effectiveness to achieve customer & employee satisfaction.

Manages workflow processes, project training plans, schedules and coordinates training and project management activities with clients and other internal teams as needed. Responsibilities also include:

• Ownership of full client training
• Understand client contract for training items to be completed
• Attend implementation, kick off, and post implementation meetings
• Document all training completed
• Update all assigned onboarding projects in project management software regularly
• Follow customized training plan and ensure client satisfaction throughout the process
• Follow up with clients according to established protocols once training has been completed
• Gathers, reviews and analyzes course evaluations to determine effectiveness of training sessions
• Remains informed of and maintains proficiency with applicable company products and industry regulations and current payment, quality or other programs that require use of MicroMD products and services to achieve successful administrative, financial and clinical outcomes.
• Concisely documenting customer calls/emails, inquiries, and training into the company support system.
• Provide training for internal employees as required.
• Minimal client site travel is possible when onsite training is purchased, (airline and auto), This could be up to 20% travel.

MicroMD hosted transition project planning and patient engagement solution setup and configuration.

• Manage transition of existing clients from on prem server to our MicroMD hosted solution.
• Update assigned projects in project management software throughout the process.
• Setup and configuration of supported patient engagement solutions.
• Establish or attend meetings as required for above projects.
• Demonstrate an ability to maintain effective and professional communications with customers and coworkers.

Participates in special projects and performs other duties as required. This may include, but would not be limited to QA testing, demo database content creation and internal staff training sessions.

Qualifications

• Must have two (2) years’ experience or equivalence as a software training specialist.
• Training experience, specifically with medical software, a plus.
• Knowledge of both clinical and back-office workflows in a medical practice.
• Previous experience with strong focus on customer service.
• Ability to thrive in a Team environment.
• Skilled at problem analysis and troubleshooting with high attention to detail.
• Strong written and verbal communication skills.
• In-depth subject matter expertise and excellent communication and presentation skills.
• Must be able to exude confidence of medical practice and clinical management knowledge, and the understanding of a customer’s situation, while working with them implementing a new computer system.
• Must be a highly motivated person that can work autonomously as well as being part of a team.
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations.
• Individual must demonstrate a strong desire for continued education.
• At least 3 years directly related work in the healthcare industry.
• High school diploma or general education degree (GED); college degree a plus/or three to five years related experience and/or training; or equivalent combination of education and experience.