Implementation Specialist

MOUNTAIN VIEW / CUSTOMER SUCCESS / FULL-TIME



Do you enjoy engaging customers and being the go to guy or gal who knows the answers? Do you have a deep passion around technology and healthcare? Do you live for educating users, making people smile and solving problems? Do you feel inspired by assessing someone’s needs and coming up with the perfect plan to address them? If yes, this is the job for you.

You enjoy managing customer communication through various channels, and you’re a pro at it. You love talking with customers, and don’t shy away from solving the tough issues when they arise - in fact, you revel in coming up with creative solutions to create win/win results. You’re thrilled with learning the ins and outs of a product and teaching others how to use it to its maximum potential. You’re resourceful, smart, and have great judgment. You know your audience - you communicate issues to sales and engineers on a technical level yet know how to adjust your communication style with the customer so that they understand and are assured by your clear, simple, reassuring language, demeanor, and tone. You have a passion and see that drchrono is changing the medical world, fixing healthcare one doctor at a time and you are going to help make that happen.

In this implementation support role you will manage the onboarding process for customers, engaging and training them via GoToMeeting, phone calls and emails. Your responsibility is to provide a well structured and managed experience resulting in the customer exiting the onboarding process feeling fully confident in their proficiency with the drchrono platform and with a sense of being very well taken care of and supported.

RESPONSIBILITIES

  • Serve as a first point of contact to manage multiple accounts during a 30-60 day implementation phase.
  • Coordinate all client trainings.
  • Have impeccable follow-up with client calls, emails, and trainings.
  • Respond professionally to urgent inbound phone calls.
  • Identify and escalate priority issues.
  • Research required information using available resources.
  • Assess and customize on boarding strategy based on customer needs.
  • Troubleshoot problems and provide information to developers.
  • Monitor and control numerous concurrent tasks.
  • Train New Clients in all aspects of the drchrono platform.

QUALIFICATIONS

  • Demonstrated ability to manage a high volume of clients at any given time.
  • Excellent time management, project management and organizational skills.
  • Positive and proactive approach to dynamic environment
  • Patience, empathy and a unique ability to manage stress.
  • Exceptional listening skills, with attention to detail.
  • Excellent verbal and written skills.
  • Naturally compassionate and caring.
  • Efficient keyboard skills.
  • Resiliency with mediation skills.
  • Able to work under pressure and adapt to situations quickly.
  • Good judgment and initiative.
  • Great investigative skills - resourcefulness & persistence is key to success.
  • Strong communication and interpersonal skills.
  • Training/presentation skills.
  • Team player.
  • Technologically sophisticated.
  • Detail and service oriented individual.
  • Active and passionate about healthcare.
  • Knows how to have fun but work hard.

BONUS SKILLS (not required)

  • Knowing the ins and outs of EHR Meaningful Use.
  • Knowledge/experience with measuring, improving customer satisfaction and loyalty.
  • Previously worked in a start-up environment.
  • Experience within technology space a plus.
  • 1-2 years in a genuine customer facing, Account Management role.
  • 1 year experience using SalesForce or other CRM.
  • Support Project/Program Management.
  • Training Curriculum Development/Delivery.

ABOUT DRCHRONO

drchrono is a medical platform for doctors and patients. We are crafting only the best mobile healthcare experience, with a focus on iPad, iPhone, Apple Watch and web. The driving force of our efforts is in changing the way people engage and experience healthcare through electronic health records. We’re building some fascinating stuff. We are a Silicon Valley startup, working out of the chronoplex in Mountain View, CA. Our focus is on building artistic, intricate, and useful products. You would be part of an entrepreneurial, sharp, capable and curious team. Since our inception, we have attracted over 85,000 physicians, 5.5 million patients. So far we've booked 19 million patient appointments and processed 1.2 billion dollars in medical billing per year.

drchrono is ranked by INC 500 as one of the fastest growing private companies in America, listed for two years in a row for 2014 and 2015.

Silicon Valley Business Journal designated drchrono as one of the fastest growing private companies and was voted the #1 mobile Electronic Health Record 4 years in a row by Black Book Rankings.

OUR MISSION

We are always asking ourselves, how can we make physicians and patients life better through technology? Our team works on making healthcare better day by day.

  • What we do and look for in people we work with-
  • We don’t settle.
  • Passion, be inspired.
  • Develop entrepreneurs.
  • Put a dent in the universe through healthcare.

No global movement springs from individuals. It takes an entire team united behind something big.

Have questions? Checkout drchrono.com/careers and drchrono.com/tv.