Adoption Coach (Adoption Management, Customer Service)

Archer; United States; On-site; USD 36,000 - 69,000; Full time

Job summary

Archer, in partnership with Oracle, seeks an Adoption Coach to provide onsite at-the-elbow support during Oracle Health product implementations. You will assist medical professionals with new functionality and workflow optimization to drive adoption. The role requires weekly travel and irregular hours, including weekends and some nights, with onsite support across U.S.

clients. A bachelor's degree or 4 years’ experience is required, along with the ability to obtain a federal security clearance;

Qualifications

• Bachelor's degree or 4 years equivalent experience (Healthcare, sciences, information systems, education, or customer support preferred).
• Availability to travel 100% (weekly).
• Availability to work irregular or additional hours, as needed.
• Reside within 60 miles of major/international United States airport.
• Valid Driver License for car rentals.
• Valid Passport for international projects.
• Must be a US Citizen.
• Must have the ability to obtain and maintain a federal security clearance.
• Excellent communication and organization skills.
• Superior customer service skills.
• Proven ability to work and deliver results unsupervised.

Responsibilities

• Provide real-time, at the elbow, support to assist end users with new product functionality and navigation during Oracle Health product implementations
• Assist end users with front-end solution configurations, or customization, to optimize workflows and system adoption
• Identify and surface process, workflow, and technical questions to appropriate project team members or content owners
• Facilitate bi-directional feedback between the project team and end users to improve efficiency of communication and issue resolution during implementations
• Provide feedback to appropriate project and client stakeholders on system adoption and utilization
• Cultivate client relationships to achieve adoption objectives
• Execute system adoption and/or optimization plan for client based on utilization data and targeted outcomes
• Complete assigned learnings and various product trainings, as assigned

Skills

Communication

Organization

Customer service

Self-motivation

Willingness to learn

Education

Bachelor's degree or equivalent

Job description

Archer is collaborating with Oracle to connect them with exceptional professionals for this role.

About The Team

Oracle is looking for an Adoption Coach to join our growing Coaching Services organization. As an Adoption Coach, you are responsible for providing onsite at-the-elbow support (ATE) to clients during Oracle Health product implementations. Adoption Coaches assist medical professionals with front-end training and workflow support to aid in overall system adoption during go-lives. Our ideal candidate thrives in a fast-paced/ever changing environment, is self-motivated and eager to learn new products/solutions, and is committed to providing exceptional onsite support to our clients.

Description

As an Adoption Coach, you are responsible for providing at-the-elbow support (ATE) to clients during Oracle Health product implementations. You will provide onsite one-on-one or rounding end user support to medical professionals; assisting with new product functionality and navigation, workflow optimization, and issue resolution during client implementations. Your primary focus will be to increase new product adoption and ensure a smooth transition to the new system.

An Adoption Coach possesses excellent communication and decision-making skills, flexibility, and comfort with ambiguity. Adoption Coaches must have the ability to work comfortably with technology, possess strong customer service skills, and a willingness to learn and adapt in a fast-paced, ever-changing, client-facing environment. In addition, you will maintain a broad understanding of many Oracle Health product solutions by learning system functionality, workflow best practices and evaluating the best way to engage with each client.

This role requires weekly travel and fluid work schedules, inclusive of weekends and occasional night shifts, to support our clients during their critical implementation period. We are looking for road warriors, travel enthusiasts, and night owls to support our clients however needed. We have clients in small towns and big cities, from beaches to mountains, internationally, and everywhere in-between. Our clients care for their patients, 24/7/365 days a year, and we work side-by-side them to bring the latest technology to improve patient care. No matter the client size or location, we have the goal of achieving improved health outcomes and delivering an exceptional client experience.

Whether you have a background in consulting, healthcare, education, or are just looking to change up your career, if you want to make a direct impact on the healthcare industry as a trusted advisor to our clients, you have come to the right place!

Responsibilities

• Provide real-time, at the elbow, support to assist end users with new product functionality and navigation during Oracle Health product implementations
• Assist end users with front-end solution configurations, or customization, to optimize workflows and system adoption
• Identify and surface process, workflow, and technical questions to appropriate project team members or content owners
• Facilitate bi-directional feedback between the project team and end users to improve efficiency of communication and issue resolution during implementations
• Provide feedback to appropriate project and client stakeholders on system adoption and utilization
• Cultivate client relationships to achieve adoption objectives
• Execute system adoption and/or optimization plan for client based on utilization data and targeted outcomes
• Complete assigned learnings and various product trainings, as assigned

Note - This role requires weekly travel and irregular work hours, inclusive of nights, weekend shifts, and holidays, if needed to support onsite client engagements

Basic Qualifications

• Bachelors degree or 4 years equivalent experience (Background in healthcare, sciences, information systems, education, or customer support preferred)
• Availability to travel 100% (weekly)
• Availability to work irregular or additional hours, as needed
• Reside within 60 miles of major/international United States airport
• Valid Driver License for car rentals
• Valid Passport for international projects
• Must be a US Citizen
• Must have the ability to obtain and maintain a federal security clearance
• Excellent communication and organization skills.
• Superior customer service skills.
• Proven ability to work and deliver results unsupervised

Qualifications

Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $25.82 to $50.43 per hour; from: $53,700 to $104,900 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.