Head, Client Training & Adoption

Perseus Group

13d•$126,000 - $154,000

About The Position

The Head, Client Training & Adoption is accountable for the end-to-end design, delivery, and continuous improvement of client-facing training programs and revenue cycle management (RCM) education across Constellation Kidney Group’s US operations. Reporting to the Director of Professional Services, the role is the primary expertise bridge between product training, clinical workflow enablement, and medical billing knowledge. It supports measurable adoption, operational proficiency, and financial performance outcomes across the KidneyOne platform, serving both external dialysis-provider customers and internal teams who support them. The role designs scalable curricula across clinical and billing workflows; leads training engagements connected to implementation milestones and go-live readiness; and provides client-facing expertise on billing questions, denial resolution, and revenue cycle optimization. It partners with implementation project teams, the Engagement organization, RCM, Product Management, Support, Compliance, and Clinical teams to improve adoption, retention, expansion, and the effectiveness of internal and client education. The position owns the training strategy and roadmap, learning management system, e-learning content, knowledge base, self-service library, training assets, and employee product onboarding. It develops and delivers role-based, RCM, compliance, and product-release education; supports implementation and client adoption; and measures program performance using adoption, implementation, satisfaction, revenue-cycle, and employee-readiness outcomes. Training content must address applicable HIPAA and CMS requirements and patient-safety considerations for dialysis workflows.

Requirements

At least 7 years of progressive experience in client training, instructional design, or learning and development within healthcare technology, SaaS, or revenue cycle management environments.
Demonstrated subject-matter expertise in medical billing and revenue cycle management, including commercial, Medicare, Medicaid, and managed care billing rules.
Experience delivering training or performing instructional design related to software implementation, product adoption, and client success outcomes.
Strong understanding of dialysis or nephrology healthcare workflows, clinical and/or billing, or demonstrable ability to acquire deep domain knowledge rapidly; the posting labels this preferred within the Required section.
Proficiency in training delivery, presentations, and facilitation of group discussions for diverse client audiences.
Excellent written and verbal communication skills, including the ability to turn complex technical and billing concepts into clear, actionable training content.
Proven project-management skills and ability to manage concurrent training engagements, deadlines, and stakeholder relationships.
Proficiency with billing systems, payer portals, reporting tools, LMS platforms, and standard productivity tools such as Excel, PowerPoint, and Word.
Working knowledge of HIPAA privacy and security requirements and familiarity with CMS regulatory frameworks relevant to dialysis and healthcare IT.

Nice To Haves

Experience with dialysis-specific EHR, billing, or RCM platforms, such as Clinical Vision or FOCUS Billing, or comparable systems.
Background in professional services, implementation consulting, or client success in healthcare IT.
Experience with denial management, appeals, payer dispute resolution, and reimbursement optimization.
Familiarity with CMS or other healthcare regulatory requirements relevant to dialysis providers.
Education in instructional design, education, or a related field; an instructional design certification such as ATD or CPTD, or equivalent.
Experience creating scalable e-learning content, certification programs, or LMS curricula.
Experience in high-growth health technology or multi-entity healthcare environments.
Analytical mindset and ability to interpret training-effectiveness data, RCM performance metrics, and client feedback to improve programs.

Responsibilities

Own the client and internal product training strategy and annual roadmap, aligning priorities with business objectives, the product roadmap, and client-success goals.
Set consistent standards, methodology, and governance for the design, delivery, and measurement of product and client training.
Define training priorities with Professional Services, Engagement, and Product Management leadership, and maintain a rolling roadmap for releases, implementations, adoption, and internal enablement.
Design and deliver role-based training across Clinical Vision, FOCUS Billing, CKG Intelligence, Renal AI, DrFirst/e-Prescribe, and other CKG platforms.
Develop scalable curricula, certification-style pathways, and continuing learning programs for onboarding, platform proficiency, and ongoing client maturity.
Lead end-user, super-user, and train-the-trainer sessions using change-management principles to support adoption and reduce time to value.
Create and maintain training assets, including role-based guides, video modules, recorded webinars, platform walkthroughs, quick reference guides, and short task-focused videos.
Own the learning management system, e-learning content, knowledge base, and self-service content library for clients and internal teams.
Deliver regular webinars covering product releases, best practices, and feature deep dives.
Serve as the primary client-facing RCM subject-matter expert for billing and revenue-cycle questions, claims processing, payer requirements, and reimbursement workflows.
Develop RCM training on denial prevention, appeals, accounts receivable aging, and compliance with CMS and commercial payer requirements; use payer behavior and denial patterns to address root causes and improve client performance.
Partner with implementation teams to align training plans with project milestones, configurations, and go-live readiness criteria.
Coordinate education-related backlog items with the Professional Services Group, maintain reporting on training workload, backlog, and delivery, and standardize implementation training documentation and processes.
Promote adoption of advanced reporting, analytics dashboards, and AI-supported clinical and billing tools through education and workshops.
Support client retention and account growth through education-based conversations, cross-product learning pathways, and participation in client strategy sessions.
Deliver structured product and RCM training to internal teams, provide tools and knowledge for client questions and escalations, and own new-employee product onboarding.
Implement readiness checks or certifications and prepare internal teams for new products and releases before they reach clients.
Ensure training content reflects HIPAA privacy, security, and patient-data requirements; CMS regulatory and billing requirements; and dialysis-specific patient-safety considerations.
Partner with Compliance and Clinical teams to keep training materials current with regulatory changes, audit findings, and industry practices.
Track training impact on client adoption, implementation success, Net Revenue Retention, client satisfaction, engagement, completion, effectiveness, and employee time-to-readiness.
Use client feedback, RCM performance data, internal stakeholder input, and revenue-cycle insights to continuously improve training content and delivery.
Apply adult-learning principles and instructional design methods; evaluate live virtual, on-site, self-paced, and blended delivery approaches.
Partner with Product Management, Support, Implementation, Engagement, and RCM Services to align training with product releases, client issues, lifecycle needs, payer behavior, and operational priorities.