Implementation Specialist

Summary

Join PocketHealth as an Implementation Specialist and empower millions of patients by improving their healthcare experience. You will guide healthcare organizations through successful onboarding of our patient-centric platform, ensuring they effectively utilize our imaging solution. Lead training sessions, manage implementation projects, and coordinate with internal stakeholders. Serve as the primary point of contact for customers, proactively communicating project updates. Ensure a smooth transition to Customer Success Managers and provide feedback to enhance onboarding and product usability. This role requires strong customer-facing skills, project management experience, and a passion for improving healthcare.

Requirements

• 2–5 years of experience in customer onboarding, training, project coordination, or implementation — preferably in healthcare, medical imaging, or SaaS
• Strong presentation and facilitation skills, with experience leading customer-facing training sessions (virtual and/or in-person)
• Proven ability to manage multiple projects or onboarding timelines simultaneously
• Exceptional communication and organizational skills
• Comfortable working with both clinical and non-clinical stakeholders

Responsibilities

• Deliver clear, engaging, and role-specific training sessions for technologists, IT teams, and administrative staff
• Customize training plans and content based on customer workflows, use cases, and internal processes
• Act as a go-to resource for customer education during implementation
• Serve as the primary point of contact for customers throughout their onboarding journey
• Develop and manage onboarding project plans, timelines, and milestones to ensure smooth and timely go-lives
• Coordinate with internal stakeholders to remove blockers and align on customer needs
• Proactively communicate project status, risks, and updates to both customers and internal teams
• Ensure a smooth handoff from onboarding to long-term Customer Success Managers
• Identify early adoption risks and escalate concerns appropriately
• Provide feedback from customer interactions to help improve onboarding and product usability

Preferred Qualifications

• Experience working with healthcare technology platforms or understanding of imaging workflows is a plus (but not required)
• Background in radiology operations, imaging center workflows, or healthcare IT
• Experience with tools like Zoom, Confluence, Jira, or a customer success platform
• Knowledge of PACS/RIS/EMR systems is helpful, but deep technical expertise is not required

Benefits

• Four weeks of paid time off
• Unlimited wellness days
• Extended mental health coverage