Clinical Implementation Specialist
Do you like collaborating across teams to deliver successful product implementation services for customers?
Do you enjoy working with cutting-edge technology solutions?
About our Team
As a Clinical Implementation Specialist, you are a part of the Customer Success team which is focused on delighting the customer. As a team we do this by providing critical clinically focused implementation and EHR integration services, robust training and adoption programs, and commercial readiness / go-to-market support.
About the Role
As part of Elsevier's Customer Success team, the Clinical Implementation Specialist plays a critical role in delivering successful product implementations for our Clinical Solutions customers, including technical integrations, training, and adoption activities. This role drives high-visibility, high-complexity projects across the Clinical Solutions portfolio, including Elsevier Clinical Reference and Decision Support, Patient Engagement, and Clinical Workflow products, ensuring a high level of service satisfaction and successful achievement of each customer's unique goals.
The Clinical Implementation Specialist leverages technical expertise in SaaS solutions and EHR integration workflows to drive successful implementations. They coordinate project activities, manage internal and customer timelines, establish and track key milestones, and communicate project status, risks, and next steps to key stakeholders. Building and nurturing value-based relationships and keeping the lines of communication open with our most demanding and high-profile clients will be crucial to success.
Responsibilities
Implementation Delivery
- Lead end-to-end implementation of Elsevier's Clinical Solutions products for customer accounts, from kickoff through go-live and adoption.
- Establish and manage project plans, milestones, and timelines across multiple concurrent, high-visibility implementations.
- Serve as a subject matter expert, understanding product functionality, access methods and workflows, technical integration requirements, and the ability to troubleshoot and resolve complex product and implementation related issues.
- Provide virtual and on-site training and consultative support to help clients maximize adoption and value.
- Champion customer satisfaction through responsive, transparent, and authentic communication.
Stakeholder Management & Escalations
- Proactively manage client expectations and communicate project status, risks, and resolutions to internal and external stakeholders
- Serve as the primary point of contact and escalation path for key implementation project stakeholders, including leadership, IT counterparts, and executive sponsors.
- Be a highly motivated change agent and problem solver.
Cross-Functional Collaboration
- Partner with Product, Technology, and Subject Matter Experts to scope requirements and resolve technical and workflow challenges, ensuring successful delivery of relevant products and functionality.
- Collaborate with Customer Success leadership and relevant stakeholders to Identify recurring risks and process gaps across implementations and recommend and drive improvements to methodology, tools, and training.
Requirements
- Have a Clinical background and experience providing direct patient care or hospital/health system experience (Registered Nurse or similar)
- Have 5+ years of experience in implementation, technical EHR integration, customer engagement/service, and/or consulting support, ideally within EHR-integrated healthcare and/or SaaS environments.
- Have proven experience leading complex, multi-stakeholder implementation projects from initiation through go-live.
- Strong project management skills across cross-functional initiatives.
- Be an effective problem solver able to navigate ambiguity within a matrix organization.
- Have excellent verbal and written communication skills, including experience presenting to senior stakeholders.
- Able to travel to customer sites as required (up to 20% of time).
- Have a Bachelor's degree or equivalent experience.
Preferred Skills
- EHR implementation/informatics experience (Epic, Oracle/Cerner, Allscripts, etc.).
- Project Management Professional (PMP) certification.
- AI (Artificial Intelligence) fluency, knowledge and experience.
Work in a Way That Works for You
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working Pattern
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
U.S. National Base Pay Range: $78,800 - $131,300. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus.We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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Skills Required
- Clinical background with direct patient care or hospital/health system experience, such as Registered Nurse or similar
- 5+ years of experience in implementation, technical EHR integration, customer engagement/service, consulting support, or related SaaS healthcare environments
- Experience leading complex, multi-stakeholder implementation projects from initiation through go-live
- Strong project management skills across cross-functional initiatives
- Strong problem-solving skills and ability to navigate ambiguity within a matrix organization
- Excellent verbal and written communication skills, including presenting to senior stakeholders
- Ability to travel to customer sites as required, up to 20% of the time
- Bachelor's degree or equivalent experience
- EHR implementation or informatics experience with systems such as Epic, Oracle/Cerner, or Allscripts
- Project Management Professional certification
- Artificial intelligence fluency, knowledge, and experience
Elsevier Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Elsevier and has not been reviewed or approved by Elsevier.
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Leave & Time Off Breadth — Feedback suggests paid time off spans vacation, holidays, sick days, bereavement, military leave, and volunteer time. Family-related leave options are also emphasized as part of the package.
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Healthcare Strength — Feedback suggests medical, dental, vision, life insurance, wellness initiatives, and an EAP form a comprehensive health offering. Gym support and wellbeing hubs reinforce an ongoing health and wellness focus.
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Retirement Support — Feedback suggests retirement programs include a 401(k)/retirement plan and pension options, with long-term savings vehicles such as an employee stock purchase plan also available. These elements contribute to a sense of financial security beyond base pay.
Elsevier Insights
What We Do
Elsevier is a world-leading provider of information solutions that enhance the performance of science, health, and technology professionals, empowering them to make better decisions, and deliver better care. Because informed decisions lead to better outcomes, Elsevier is a leader in information and analytics for customers across the global research and health ecosystems. Elsevier helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. We do this by facilitating insights and critical decision-making for customers across the global research and health ecosystems.
