Implementation Specialist I - EMR

Kipu Systems

About The Position

At Kipu Health, we’re passionate about creating better paths to better patient care. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. While our EMR, CRM, revenue cycle, and compliance solutions help behavioral health facilities succeed in managing their patients’ entire care journey, it’s through our people that we truly make a difference. We are seeking an energetic and motivated person to lead our clients through their onboarding with Kipu EMR and the implementation of our EMR solution. The Implementation Specialist supports end users to ensure they are fully adopting and integrating this product into their institutions and managing a smooth transition to our Client Success team for continued service and use. This is an exciting opportunity for an individual looking for a fast-paced environment where experience will be drawn upon to effectively assist in completing customer implementations in a timely manner. PREFERENCE WILL BE GIVEN TO APPLICANTS IN THE STATE OF FLORIDA, AS WELL AS PHOENIX, AZ. AND SALT LAKE CITY, UT.

Requirements

Minimum of 1 year of experience in a customer-facing role implementing a SaaS-based software products.
Demonstrated previous experience providing software training to end users.
Strong and polished communication skills, including writing, the ability to present training, and comfort in leading client meetings.
Prioritize work and manage time effectively; detail-oriented and thrive in a fast-paced, often evolving environment.
Experience using CRM / Customer engagement tools such as Jira, Salesforce, Zendesk, Confluence, Financial Force PSA, etc.
Ability to work as part of a team to deliver in tight timeframes.
High aptitude for technology. Excel in understanding and utilizing new software systems.
Able to follow multiple simultaneous project timelines and problem-solve when implementation deviates from the plan.
Thrive in a culture which values mentorship and growth of all team members.
Independent self-starter with the initiative to learn who is equally comfortable in a team environment.
Adaptable to an ever-expanding dynamic team environment.

Nice To Haves

Behavioral health, mental health, or addiction treatment industry experience highly desired.
Basic compliance knowledge (CARF/Joint Commission) is a plus!

Responsibilities

Work closely with new customers to implement Kipu EMR, including configuration, data workflow, training new users, go-live support, and best practices optimization.
As an Implementation Specialist, you will need to be highly skilled in your ability to manage your own calendar and professional in your ability to facilitate client relationships.
Work with customer service tools such as Jira, Salesforce, Zendesk, Confluence, Financial Force PSA, etc.
Initial escalation to support for system issues (bugs) identified during implementation.
Ability to set the proper expectations and resolve conflicts with clients throughout the setup.
Proactive approach in identifying and solving potential issues to keep projects on track.
Leverage effective troubleshooting techniques (call-based and written form) to support clients during implementation.
Operate cross-functionally throughout the organization, communicating customer needs and project objectives to multiple parties to ensure a successful implementation
Maintain a deep and current understanding for all of Kipu's products and solutions.
Communicate and give feedback to the wider business (including sales, product, client success, and support teams) throughout the implementation cycle.
Responsible for delivering product training.
Configure compliance settings for each instance based on the state and regulator.
Travel required up to 25%