Associate Onboarding Manager - HealthStream, Inc

As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream's brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

• A collaborative work environment
  
• A mission-oriented mindset
  
• Work-from-home flexibility
  
• A chance to grow your career
  

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

The Associate Onboarding Manager will be responsible for onboarding new and existing customers to the HealthStream platform, application or other learning/competency development products, as assigned. This individual will be responsible for all phases of the onboarding process through application of basic project management methodology as well as utilizing a consultative approach to providing the best solutions for HealthStream customer needs. The Associate Onboarding Manager will be responsible for the deployment of the product and assisting customers with all technical, operational, and training steps necessary for a successful onboarding experience.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

• Implement new products, solutions, and applications, activate new content/products, and work with project managers regarding large scale projects as required. Apply basic project management methodology as well as a consultative approach.
• Assist customers with defining key personnel, best practices, training and deployment via thorough consultation of key system needs.
• Serve as the first tier of escalation for customers during the onboarding process, to assist in resolving concerns, conflicts or challenges.
• Maintain project artifacts and achieve department metrics throughout customer onboarding process.
• Manage project scope and customer expectations throughout onboarding process.
• Maintain weekly status report of all ongoing onboarding projects to team manager.
• Create and maintain department documentation and assist with onboarding new products into department.
• Work with database administrators to clearly define and document defects identified during onboarding process.
• Meet or exceed the department's customer satisfaction rating goal.
• May be required to successfully complete a product certification exam or other competency as directed by the team leadership or company leadership

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

• 2+ years of experience in customer onboarding, implementations, customer service, account management or a related role
  
• Experience with managing projects and/or project management methodology
  
• Experience with web-based software. SAAS preferred.
  
• Experience troubleshooting web-based software on multiple platforms
  
• Experience with Microsoft Word and Excel
  
• Experience with Salesforce preferred
  
• Experience guiding customers to best practices for implementing applications preferred
  
• Experience forecasting and managing implementation schedules preferred
  
• Experience problem-solving issues related to web-based software and data files
  
• Have a basic understanding of software implementation lifecycle
  
• High school diploma required. Bachelor's degree preferred or equivalent years of experience.
  

Skills and Abilities Required

• Project Management (certification not required)
  
• Excellent verbal and written communication skills
  
• Excellent customer service skills
  
• Excellent critical thinking skills
  
• Time management skills
  
• Ability to read, analyze, and interpret basic Excel and tab-delimited data files
  
• Ability to work independently and within a team dynamic
  
• Ability to follow outlined policies and procedures
  
• Ability to translate technical requirements into non-technical terminology
  

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
  
• Paid Time Off
  
• Parental Leave
  
• 401k and Roth
  
• Flexible Spending Account
  

• Health Savings Account
  
• Life Insurance
  
• Short- and Long-Term Disability
  
• Medical Bridge Insurance
  
• Critical Illness Insurance
  

• Accident Insurance
  
• Identity Protection
  
• Legal Protection
  
• Pet Insurance
  
• Employee Assistance Program
  

• Fitness Reimbursement
  

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!