Description:
The Client Enablement Specialist owns two connected fronts of client onboarding: discovery — understanding each practice’s clinical and billing workflows and translating them into clear configuration requirements — and enablement — ensuring providers and staff are trained, competent, and confident on the platform before and after go-live. The Specialist gathers and documents what the configuration needs to achieve, hands that requirements package to the platform build owner, and then builds the training and adoption plan around the delivered environment. Success is measured by user readiness and adoption: faster time-to-competency, higher training satisfaction, and fewer post-go-live support tickets.
Key Responsibilities
Discovery & Requirements Analysis
-
Conduct discovery sessions with practice leadership to document existing clinical workflows, billing procedures (including RCM processes), and operational pain points.
-
Translate discovery findings into clear, structured configuration requirements and document them for platform build.
-
Partner with the build owner to confirm requirements are understood and to clarify edge cases as they arise.
-
Collaborate closely with internal data migration, IT, and product teams to ensure client deliverables and environment setups are executed accurately and on schedule.?
-
Review the configured environment ahead of training to ensure enablement content reflects the final build.
Curriculum Design & Delivery
-
Design and deliver role-specific training programs (virtual and on-site) tailored to providers, billing staff, and practice administrators.
-
Apply adult-learning principles and instructional-design methodology so training maps to how each role works day to day.
-
Guide clients through User Acceptance Testing, ensuring workflows execute flawlessly before transitioning the practice to the live environment.
Competency Evaluation
-
Develop and administer assessments that measure user readiness and time-to-competency ahead of go-live.
-
Identify users who need additional support and provide targeted, remedial coaching.
Enablement Collateral
-
Create and maintain training materials, quick-reference guides, and end-user-facing workflow documentation.
-
Keep enablement content current as the platform and client workflows evolve.
Post-Go-Live Adoption
-
Monitor adoption and utilization metrics in the immediate post-launch window.
-
Proactively identify adoption gaps and deliver remedial training to reduce tier-one support volume.
-
Feed recurring user pain points back to the build owner and Product team as structured insight.
Requirements:
3+ years in a client-facing onboarding, training, enablement, or requirements/business-analysis role in the software industry (Healthcare IT, EMR, or RCM software experience preferred).
-
Ability to conduct workflow and billing discovery and translate it into clear, structured requirements for a technical build owner.
-
Demonstrated application of adult-learning principles, instructional design, or corporate training methodology.
-
Ability to map client workflows and translate software functionality into plain-language learning for non-technical end users.
-
Ability to run multiple client engagements simultaneously against target go-live dates.
-
Strong presentation and facilitation skills, including managing the anxieties common to major software transitions.
-
Experience with eLearning tools (e.g., Camtasia) and project-management tools (e.g., Microsoft Project, Smartsheet) a plus.
Education
-
Required: Bachelor’s degree in Education/Instructional Design, Healthcare Administration, Business Administration, Information Technology, or a related field.
- Preferred: Certifications in instructional design/adult learning, or a Certified Professional Coder (CPC) credential.
