About This Role
Identifying and addressing the needs of healthcare clients from contract signing to full implementation and adoption is the core of this role. The Implementation Specialist will manage the entire implementation lifecycle, including discovery, system setup, data migration, staff training, go-live, and post-live support, working directly at hospital sites.
Responsibilities
- Own the end-to-end implementation plan for each client, including scope, milestones, department sequencing, cutover date, and go-live readiness criteria
- Run discovery sessions at each facility to map existing clinical, pharmacy, laboratory, records, and billing workflows, and document how the solution will be configured to fit them
- Take clean handover from Sales and Presales at contract signature, and hold the customer to agreed timelines and dependencies
- Track and report implementation status, risks, and blockers to internal stakeholders and client project sponsors
- Configure the solution per facility, including service and tariff catalogues, departments, user roles and permissions, HMO / NHIA payer setup, and reporting templates
- Plan and execute patient and clinical data migration from paper registers, spreadsheets, or incumbent EMR systems
- Own data quality throughout migration, including deduplication, record mapping, validation, and formal client sign-off before go-live
- Support patient identity enrolment and consent capture at the facility, and escalate identity-matching edge cases to the Product team
- Deliver role-based training to records officers, nurses, doctors, pharmacists, laboratory scientists, billing officers, and hospital management
- Produce facility-specific quick reference guides, standard operating procedures, and short training materials
- Identify and equip internal super-users and champions so each facility can sustain the system without permanent vendor presence
- Monitor adoption after go-live and intervene where departments are reverting to legacy processes
- Be on site for go-live and hypercare, providing floor-walking support through the first live clinic days
- Triage and resolve incoming support issues, distinguishing configuration and user-error cases from genuine product defects
- Log, reproduce, and escalate defects to Engineering with clear steps, evidence, and business impact
- Own support SLAs, ticket hygiene, and client-facing communication on the status of every open issue
- Conduct scheduled health checks and adoption reviews with live accounts, flagging renewal risk early
- Act as the structured voice of the field inside the business, surfacing recurring pain points, feature requests, and workflow gaps to Product
- Build and continuously improve reusable implementation assets, including playbooks, configuration checklists, migration templates, and training curricula, so each deployment is faster than the last