Product Implementation Manager – Billing, RCM

Role Overview

• The Product Implementation Manager is responsible for ensuring the successful implementation and adoption of our Practice Management platform and associated product suite for Ambulatory Surgery Centers (ASCs).
• This role guides clients through the end-to-end implementation process, providing expert support and training to enable efficient use of system features, including inventory management, preference cards, revenue cycle management (RCM), billing, scheduling, reporting, and EHR.
• Key responsibilities include configuring system settings, coordinating and conducting both onsite and virtual training sessions, and developing tailored training materials that reflect ASC operations and adult learning principles.
• The Product Implementation Manager also provides ongoing client support, addresses complex issues with sound judgment, and collaborates with internal teams to ensure a seamless onboarding experience.
• Success in this role is measured by building strong client partnerships, driving confident adoption of our solutions, and ensuring sustained satisfaction through high CSAT scores and operational excellence.
• Deliver onsite, classroom, and remote training on HST Pathways software products, using established tools and methodologies.
• Lead training sessions for facility administrators, office managers, clinical staff, and physicians, focusing on daily use, administrative functions, and role-specific responsibilities within each application.
• Create and maintain documentation and educational materials in partnership with the Learning and Development Team.
• Contribute to curriculum design and training content for product upgrades and new releases.
• Stay current with training best practices and adult learning methods to enhance learner engagement and knowledge retention.
• Research third-party vendor integrations to provide operational expertise and ensure seamless interaction with HST Pathways applications.
• Develop and update operational documentation, internal Knowledge Base content, and application Help Files to support staff and client learning.
• Collaborate with internal departments to identify content gaps and implement process improvements in client education and implementation.
• Partner with the implementation leadership team to support achievement of organizational OKRs and KPIs.
• Troubleshoot and diagnose issues to determine whether they are application-related, escalating to the appropriate vendor when necessary.
• Represent HST Pathways’ mission and values in all client and partner interactions, ensuring customer satisfaction throughout the implementation process.
• Travel is up to 50% as required to deliver training and client support.

Requirements

• Bachelor’s degree preferred
• Proficiency in Microsoft Office and related software tools
• Background in healthcare, hospitals, or Ambulatory Surgery Centers preferred
• Strong public speaking and presentation abilities
• Excellent communication skills for both internal and external audiences
• Ability to manage multiple tasks and priorities in a fast-paced, dynamic environment
• Experience developing, implementing, and maintaining training curricula for new and existing products
• Hands-on experience with software implementation and end-user training
• Demonstrated success in training and educating peers, physicians, and other healthcare professionals
• Subject Matter Expert (SME) in at least one core product or across the full suite of connected care products.

Benefits

• Remote work environment
• Health benefits paid for employees
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!