Onsite Training Associate

athenahealth; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

athenahealth is seeking an Onsite Training Associate to join the athena Onsite Training team within our Customer Success division. You will become an expert in the athenaNet application and deliver best-in-class onsite support to clients during their implementation period, guiding users to maximize value from our products.

You must be comfortable with high travel, deploying to client locations across the US and its territories, often four to five days per week.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Excellent verbal and written communication skills.
• Effective time management and organizational skills with exceptional attention to detail.

Responsibilities

• Deliver onsite and remote training and coaching as part of implementation projects.
• Lead go-live support and provider coaching to optimize workflows.
• Create and review training content and deliverables for client teams.
• Coordinate travel and scheduling to meet project timelines across US locations.
• Serve as go-to expert for athenaNet and client staff during go-live periods.

Skills

Verbal and written communication

Time management

Organizational skills

Customer relationship building

Problem solving

Education

Bachelor of Arts or Science degree or equivalent professional experience

Job description

We are looking for an Onsite Training Associate to join our athena Onsite Training team within our Customer Success division. Your job will be to become an expert in the products and services offered through our athenaNet application and provide best-in-class onsite support to clients during their implementation period. The associate must have the professional presence, judgement, and influencing skills needed to guide client users to achieve optimal adoption of and maximum value from athenahealth products and services. They will deliver training and coaching opportunities through onsite and remote support engagements, coaching calls, and other support modalities.

You possess the ability to build strong customer relationships and deliver customer-centric solutions. You can find creative ways to execute even when the solution may not be clear. You can clearly convey messages by understanding the unique needs of different audiences. You gain the confidence and trust of others through honesty, integrity, and authenticity. You like a position not confined by office walls, and the flexibility of travel.

About the Team:

Our athena Onsite Training team provides onsite training and support for clients during their “go-live” period, which encompasses the formative first weeks of a client’s transition to athenahealth products. Onsite support occurs at client healthcare organization throughout the United States and its territories. Foundational Training is within the Coaching and Training Services organization, who is focused on customer performance.

This role requires HIGH levels of travel, as onsite events are held at client locations throughout the United States (including Alaska, Hawaii, and territories). Associates are typically deployed to onsite projects four or five days per week, up to seven weeks consecutively. Travel demands fluctuate based on client needs and may require travel on short notice and rarely on weekends or holidays, and there may be periods of high demand and lower demand throughout the course of the year. The training associate must be able to thrive in a fast-paced environment and independently manage unpredictable client schedules.

Physical Requirements for the Role:

• Ability to drive and active driver’s license
• Must be comfortable with driving in inclement weather (i.e., winter weather)
• Ability to drive 5+ hours independently
• Candidate must live within a commutable distance from an international airport
• Travel on a domestic flight in economy class for up to 6 hours
• Ability to be mobile or on your feet for up to 9 hours while onsite at a customer, rotating to support staff at various locations in the office
• Facilitate the client go-live experience at assigned locations and serve as the go-to expert for the client (as well as resource for other athena staff) for matters related to athenaNet
• In-office project support, which could include conducting mock go-lives to provide a virtual experience for clients unable to host on-site GLS personnel, conducting pre-live work including tablespace builds, and partnering with Coaching and Training Services to support end-user training and teaching best practices to users across several product families
• Leverage sound judgement and influencing skills to ensure clients use athenaNet according to best practices and client-specific workflows
• Deliver onsite and virtual, classroom-style training sessions and ad hoc one-on-one trainings in support of project goals
• Deliver remote go live support and individualized provider coaching to optimize workflows
• Execute contracted training engagements with all corresponding deliverables, including content preparation and review
• Manage the dynamics of a heavy travel role by utilizing company and client resources responsibly and independently managing booking, changing, or canceled travel plans
• Willingness to travel within the US and its territories each week for extended periods of time and occasional weekend/holiday travel to meet project requirements
• Travel is required up to 90%

Expected Education & Experience:

• Driver’s license is required
• Bachelor of Arts or Science degree or equivalent professional experience
• Minimum two (2) years of direct experience training and assessing training needs; identifying, sourcing, or creating training materials; measuring and delivering results
• Working knowledge of the revenue cycle or exposure to EHR/EMR in a sales, services, or implementation capacity for physician practices, hospitals, or health systems
• Demonstrated flexibility in prioritizing and completing assigned and unexpected responsibilities
• Excellent verbal and written communication skills
• Effective time management and organizational skills with exceptional attention to detail