Product Implementation Manager – Billing, RCM
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Job Description
Product Implementation Manager overseeing Practice Management software implementations for healthcare centers. Engaging with clients and teams to deliver successful software adoption and ongoing support.
Responsibilities:
- The Product Implementation Manager is responsible for ensuring the successful implementation and adoption of our Practice Management platform and associated product suite for Ambulatory Surgery Centers (ASCs).
- This role guides clients through the end-to-end implementation process, providing expert support and training to enable efficient use of system features, including inventory management, preference cards, revenue cycle management (RCM), billing, scheduling, reporting, and EHR.
- Key responsibilities include configuring system settings, coordinating and conducting both onsite and virtual training sessions, and developing tailored training materials that reflect ASC operations and adult learning principles.
- The Product Implementation Manager also provides ongoing client support, addresses complex issues with sound judgment, and collaborates with internal teams to ensure a seamless onboarding experience.
- Success in this role is measured by building strong client partnerships, driving confident adoption of our solutions, and ensuring sustained satisfaction through high CSAT scores and operational excellence.
- Deliver onsite, classroom, and remote training on HST Pathways software products, using established tools and methodologies.
- Lead training sessions for facility administrators, office managers, clinical staff, and physicians, focusing on daily use, administrative functions, and role-specific responsibilities within each application.
- Create and maintain documentation and educational materials in partnership with the Learning and Development Team.
- Contribute to curriculum design and training content for product upgrades and new releases.
- Stay current with training best practices and adult learning methods to enhance learner engagement and knowledge retention.
- Research third-party vendor integrations to provide operational expertise and ensure seamless interaction with HST Pathways applications.
- Develop and update operational documentation, internal Knowledge Base content, and application Help Files to support staff and client learning.
- Collaborate with internal departments to identify content gaps and implement process improvements in client education and implementation.
- Partner with the implementation leadership team to support achievement of organizational OKRs and KPIs.
- Troubleshoot and diagnose issues to determine whether they are application-related, escalating to the appropriate vendor when necessary.
- Represent HST Pathways’ mission and values in all client and partner interactions, ensuring customer satisfaction throughout the implementation process.
- Travel is up to 50% as required to deliver training and client support.
Requirements:
- Bachelor’s degree preferred
- Proficiency in Microsoft Office and related software tools
- Background in healthcare, hospitals, or Ambulatory Surgery Centers preferred
- Strong public speaking and presentation abilities
- Excellent communication skills for both internal and external audiences
- Ability to manage multiple tasks and priorities in a fast-paced, dynamic environment
- Experience developing, implementing, and maintaining training curricula for new and existing products
- Hands-on experience with software implementation and end-user training
- Demonstrated success in training and educating peers, physicians, and other healthcare professionals
- Subject Matter Expert (SME) in at least one core product or across the full suite of connected care products.
Benefits:
- Remote work environment
- Health benefits paid for employees
- Flexible Paid Time Off Policy
- 11 company holidays per year
- Paid parental leave
- 401K with matching contributions
- Learning and development allowance
- A diverse, inclusive, and fun team!
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