Clinical Specialist (Residential & Outpatient Care)

Impruvon•Baltimore, MD

21h•Remote

About The Position

As a member of the Customer Experience team, the Clinical Program Specialist brings deep, hands-on knowledge of IDD residential and outpatient care operations to our work with providers in the IDD, behavioral health, and supported living space. This role is a trusted clinical voice, both internally and externally: someone who understands the regulatory realities, staffing pressures, and day-to-day workflows of residential and outpatient care well enough to help customers translate Impruvon's platform into real practice. The Clinical Program Specialist works closely with the Director of Nursing, surfacing workflow gaps, edge cases, and customer feedback that inform product development to continuously improve how Impruvon serves this population. Supporting the Customer Experience team, influencing product development, and providing occasional support to our sales team during expansion opportunities leaves this role connected to vital operations within the organization. This is a Customer Experience role at its core, not a clinical, sales, or product role.

Requirements

5+ years of experience in a residential or outpatient care setting (IDD, behavioral health, or supported living), in a clinical, quality, compliance, or program leadership capacity. Enough time in the role to have developed a deep, firsthand understanding of how these organizations actually operate.
Experience within a residential care provider strongly preferred.
We're looking for someone who has lived inside the regulatory realities, staffing pressures, and day-to-day operations of residential or outpatient care, not adjacent clinical settings.
Background may include: active nursing licensure (RN or LPN, preferred but not required), or equivalent experience as a Medical Coordinator, Case Manager, Residential Director, Behavioral Support Specialist, or similar role with deep operational and compliance fluency in residential/outpatient care.
Demonstrated clinical or operational authority, someone who can speak with credibility about medication management workflows, documentation practices, and regulatory requirements in long-term care or community-based settings.
Comfort and confidence engaging with clinical and program leadership (e.g., Directors of Nursing, Medical Coordinators, Residential Directors) as a peer and subject matter expert.
Strong communication skills, with the ability to translate operational realities into clear, actionable feedback, and translate platform capabilities into workflows customers can actually use.
Technically sound and genuinely comfortable with software.
Prior experience with eMAR, EHR, or similar platforms strongly preferred, especially experience with implementation, training, or driving adoption, not just day-to-day use.
Comfortable occasionally supporting sales conversations is a plus, not required.
Working knowledge of HIPAA and other relevant healthcare compliance and privacy requirements.

Nice To Haves

Occasional travel (~10%) may be expected for conferences or to support CS team trainings.

Responsibilities

Engage directly with customers to provide clinical and operational guidance, helping bridge the gap between product education and real-life workflows
Partner with the Customer Experience team during implementation, onboarding, and ongoing support to ensure best practices are reflected in how customers configure and use the platform
Partner with the Customer Experience team to help lead or contribute to customer-facing training sessions on clinical and workflow best practices, as part of implementation and ongoing support
Support CSMs and customers in troubleshooting workflow questions, medication management practices, and documentation practices tied to platform use
Help customers connect platform capabilities to measurable operational and compliance outcomes, reinforcing the value of the partnership
Build trusted relationships with customer-side clinical and program leaders (e.g., Directors of Nursing, Medical Coordinators, Residential Directors) as a peer and subject matter expert
Identify and document workflow gaps, edge cases, and recurring customer feedback; report directly to the Director of Nursing, who carries it into product and clinical strategy discussions
Support Sales on a case-by-case basis, after discovery, particularly for deals with meaningful clinical complexity, this may include nursing follow-ups or being brought in to help re-engage a stalled opportunity. This is a minor part of the role, generally under 20% of time.
Directly inform product development by giving the Director of Nursing a comprehensive view of customer feedback; ongoing review of current, new, and in-development features allows this feedback to help shape the final product. No direct ownership of product feature work or UAT.