The Position

Customer Training Specialist, Professional Services

What We Need

Kareo’s web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. We offer end-to-end solutions from practice management, through EHR to patient engagement and telehealth solutions that help our customers maximize their efficiencies. Kareo is hiring a Customer Training Specialist to train a wide range of healthcare providers, billing companies and office staff on Kareo’s robust platform. As a Training Specialist, you will focus on building and delivering Kareo’s professional services offerings; custom, fee-based tailored training while providing standard pre-built core training onsite (travel required) and/or virtually (online) on Kareo’s solutions. Training plans may be tailored to the customers needs and unique workflows. Additional responsibilities include:

Your Area of Focus

• Establish rapport; gain and maintain credibility with diverse audiences (internal and external stakeholders) 
• Participate in the development, implementation, and evaluation of end-user training, instructor materials and customized training courses/plans 
• Create tailored training plans, scopes of work, professional services contracts, materials, scripts and course documents based on customers unique workflows and Kareo best practices 
• Act as a subject matter expert and provide guidance to team members and cross-functional teams throughout Kareo on industry and product related subject matters
• Maintains accurate and timely documentation within Salesforce for each customer
• Report software improvements to cross functional teams (product, engineering, shared services, etc.) on behalf of customers
• Manage time effectively with minimal supervision to accurately scope projects and ensure that practices are trained on time and trainings are effectively driving customer outcomes 
• Core/ Day to Day Responsibilities: 
• Train customers on medical software using classroom, remote, on-the-job, and blended training techniques 
• Manage the professional services queue, contracts and customer training schedule to ensure all trainings and inquiries are addressed in a timely manner 
• Partner with the peers, Instructional Designers, Technical Writers and other subject matter experts to help create course curriculums, as needed 
• Maintain Kareo and industry knowledge at all times 
• Travel will be required per the customer’s request 

Your Professional Qualifications

• 3+ years experience in software training, preferably in the health care and Saas environment
• Knowledge and understanding of a physician’s office; including clinical, office workflow, appointment scheduling, medical insurance billing, and collections 
• Knowledge of adult learning methodologies, theories and techniques 
• Expert in creating training plans and training execution 
• Strong Project Management skills
• Can build extremely strong working relationships across teams, especially when there is shared ownership over some aspects of the customer experience.
• Excellent writing and communication skills and ability to produce and deliver high-quality training content
• Extremely process and data-driven, you don’t just make decisions or change an approach based on your gut, but on facts and behaviors you can track

Our Values

•  Passionate - Be Passionately Driven: We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare. We hold ourselves to the highest standards. And we work with urgency because what we do matters.
•  Customer-Focused - Dedicated to Customer Success: Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive. We are solution-oriented and aligned with their needs.
•  Collaborative - Together We’re Better: Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
• Growing - Constant Growth: We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry. We are creative problem solvers that believe in making things better.

Kareo is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.