Clinical Implementation Specialist

Clinical Implementation Specialist

Do you like collaborating across teams to deliver successful product implementation services for customers?

Do you enjoy working with cutting-edge technology solutions?

About our Team

As a Clinical Implementation Specialist, you are a part of the Customer Success team which is focused on delighting the customer. As a team we do this by providing critical clinically focused implementation and EHR integration services, robust training and adoption programs, and commercial readiness / go-to-market support.

About the Role

As part of Elsevier's Customer Success team, the Clinical Implementation Specialist plays a critical role in delivering successful product implementations for our Clinical Solutions customers, including technical integrations, training, and adoption activities. This role drives high-visibility, high-complexity projects across the Clinical Solutions portfolio, including Elsevier Clinical Reference and Decision Support, Patient Engagement, and Clinical Workflow products, ensuring a high level of service satisfaction and successful achievement of each customer's unique goals.

The Clinical Implementation Specialist leverages technical expertise in SaaS solutions and EHR integration workflows to drive successful implementations. They coordinate project activities, manage internal and customer timelines, establish and track key milestones, and communicate project status, risks, and next steps to key stakeholders. Building and nurturing value-based relationships and keeping the lines of communication open with our most demanding and high-profile clients will be crucial to success.

Implementation Delivery

• Lead end-to-end implementation of Elsevier's Clinical Solutions products for customer accounts, from kickoff through go-live and adoption.
• Establish and manage project plans, milestones, and timelines across multiple concurrent, high-visibility implementations.
• Serve as a subject matter expert, understanding product functionality, access methods and workflows, technical integration requirements, and the ability to troubleshoot and resolve complex product and implementation related issues.
• Provide virtual and on-site training and consultative support to help clients maximize adoption and value.
• Champion customer satisfaction through responsive, transparent, and authentic communication.

Stakeholder Management & Escalations

• Proactively manage client expectations and communicate project status, risks, and resolutions to internal and external stakeholders
• Serve as the primary point of contact and escalation path for key implementation project stakeholders, including leadership, IT counterparts, and executive sponsors.
• Be a highly motivated change agent and problem solver.

Cross-Functional Collaboration

• Partner with Product, Technology, and Subject Matter Experts to scope requirements and resolve technical and workflow challenges, ensuring successful delivery of relevant products and functionality.
• Collaborate with Customer Success leadership and relevant stakeholders to Identify recurring risks and process gaps across implementations and recommend and drive improvements to methodology, tools, and training.

Requirements

• Have a Clinical background and experience providing direct patient care or hospital/health system experience (Registered Nurse or similar)
• Have 5+ years of experience in implementation, technical EHR integration, customer engagement/service, and/or consulting support, ideally within EHR-integrated healthcare and/or SaaS environments.
• Have proven experience leading complex, multi-stakeholder implementation projects from initiation through go-live.
• Strong project management skills across cross-functional initiatives.
• Be an effective problem solver able to navigate ambiguity within a matrix organization.
• Have excellent verbal and written communication skills, including experience presenting to senior stakeholders.
• Able to travel to customer sites as required (up to 20% of time).
• Have a Bachelor's degree or equivalent experience.

Preferred Skills

• EHR implementation/informatics experience (Epic, Oracle/Cerner, Allscripts, etc.).
• Project Management Professional (PMP) certification.
• AI (Artificial Intelligence) fluency, knowledge and experience.