Customer Enablement Associate

Medically Home operates a decentralized care model for patients with serious, complex or high-risk illnesses in partnership with health systems to safely care for their patients at home, across the care continuum, including hospital-level care. Medically Home provides health systems with all that is needed to safely care for patients, including the clinical protocols, reimbursement model, platform technology, and fulfillment of all the clinical services required in the home through partners. Clinicians and patients broadly prefer this model over traditional care; both clinical and financial outcomes are improved as compared to traditional care.

Summary:

MH is rapidly growing, deploying the Virtual Hospital model through large-scale implementations followed by multi-year software and service contracts at health systems across the US and eventually globally. As the company establishes partnerships with providers on a national scale, MH is looking to expand its support for customer implementations and customer enablement.

Customer Enablement Associate will provide project management & data analytics support for Implementation & Training/Customer enablement teams. Specific responsibilities will include project management oversight and support for the Implementation Toolkit and methodology. This role will also be responsible for integrating and processing large data sets to develop high-level analyses, organizational metrics, scorecards, and dashboards for implementation, customer enablement, and training departments processing data and analytics across the implementation and training teams to turn numbers into insights and trends that can inform business decisions and learning outcomes. In addition, this role will support other types of customer enablement related data collection and analyses, such as customer experience.

Reports to: Director Customer Enablement
Location: Remote
Travel: Requires approximately 10% national travel

Principle Roles/Responsibilities:

•  Implementation Toolkit Management and Methodologies Support
  •  Management document repository
  •  Facilitate cross-functional document review
  •  Ensure compliance with MH implementation methodologies
  •  Document and communicate resource updates
  •  Support adoption of toolkit resources

• Project Management
  •  Determine and define project scope and objectives
  •  Predict resources needed to reach objectives and manage resources in an effective and efficient manner
  •  Develop and manage a detailed project schedule and work plan
  •  Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
  •  Utilize industry best practices, techniques, and standards throughout entire project execution
  •  Monitor progress and make adjustments as needed
  •  Measure project performance to identify areas for improvement

• Data Analytics Support
  • Use analytics to inform decisions about learning strategy and data for learning solutions design, deployment, and investment
  • Uses data analytics to offer Leadership insights from across the Training and Customer Enablement portfolio
  • Consolidate information into cohesive and insightful analytical reports and dashboards for use in decision-making pertaining to learning needs of stakeholders
  • Data subject matter expert who uses a variety of data sources to blend and join data for efficient delivery
  • Leverage analytics knowledge base to promote an evidence-based approach
  • Establish key reporting for our stakeholders, create & update dashboards, and detail-oriented reports in a clear, concise, and audience-specific format
  • Interact with multiple stakeholders to communicate on learning metrics and represent data/metrics.
  • Demonstrate expertise on the Training and Customer Enablement systems to generate reports and learning-related data
• Training and Customer Enablement Systems Coordination
  • Administer the day-to-day operations of the LMS and PM platforms
  • Help enforce LMS and PM platform policies and procedures to ensure data integrity
  • Assist with LMS and PM platform debugging and end-user support
  • Monitor user accounts for errors and duplications
  • Assist with the set-up of internal continuing education course certificates and post-work
  • Develop, generate and analyze ad-hoc reports to measure LMS compliance and effectiveness
  • Perform routine system audits to monitor LMS and Project Management platform performance
  • Serve as a PM platform SME
  • Participate in cross functional special projects
  • Perform LMS catalog maintenance to include, but not limited to, updating/inactivating courses and inputting custom field information for further catalog management as needed
  • Assist with LMS curricula set-up and maintenance as needed
  • Assist with LMS learning assignments as needed
  • Create aesthetically appealing infographics and banner images in coordination with MH Marketing as needed

Required Experience and Qualifications:

• Bachelor’s degree or higher in Education, Science, Data or Learning Analytics, Statistics, Mathematics, or other related disciplines
• Six Sigma Green Belt certification preferred
• 5+ years’ experience in reporting and data management
• Healthcare and project management experience preferred
• Ability to present data as per stakeholder needs/requirements
• Keen attention to detail, excellent organizational skills, and ability to multi-task and balance several deadlines/production deliverables simultaneously
• Ability to work in a fast-paced, deadline-oriented environment, good organizational and prioritizing skills
• Proficiency in Microsoft Office applications, including PowerPoint, Excel, and Word
• Proficiency in Tableau
• Knowledgeable in online educational mediums
• Ability to earn trust of stakeholders by understanding data requirements
• Ability to dive deep into a problem, perform ‘root cause analysis,’ and identify constraints to recommend a solution with a desire to problem solve
• Ability to communicate effectively with both internal and external customers
• Ability to quickly learn and adapt to technology platforms
• Strong organizational skills
• Demonstrated problem solver
• Works well independently and with team members
• Ability to travel up to 10%

Consistent with Medically Home’s values of serving our patients, customers, and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH team members are required to be vaccinated against COVID-19, have their 1st booster against COVID-19 as well as seasonal influenza.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.