3M Lead Adoption Specialist - HIS in Victoria, Australia
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3M continues its strategic commitment to invest in our Health Information Systems business. 3Ms cloud-based solutions in speech, AI, and natural language processing, combined with direct access to more than 250,000 clinicians, and deep integration with leading electronic health record systems will accelerate 3M's ability to deliver new solutions to address the evolving needs of our customers worldwide. Together, we will “Advance AI to the next level.”
The Lead Adoption Specialist’s main responsibility is to lead the adoption and implementation team and drive client success of 3M clinician facing technologies (Fluency for Transcription, Fluency Flex, Fluency Mobile, Fluency Direct, CDI Engage and CDI Collaborate) through maximising user adoption, user satisfaction, user education and customer benefits, based on on time delivery, usage statistics and customer feedback.
Leads the staff and overall activities of the adoption and implementation team to ensure on time delivery of solutions to customers that exceed expectations.
Ensure that key customer objectives are met by the team of Adoption Specialists with highly satisfactory outcomes.
Provide onsite/remote training to staff and client end users as a professional service through various methods (e.g. webinars, at-the-elbow, large groups, etc.) during go-live and post go-live support.
Run ad hoc core adoption reports regularly (via available reporting tools) and request advanced adoption reports from our Adoption Analyst Team when required.
Work with the speech team and Adoption Specialists to troubleshoot speech recognition issues.
De-escalate situations through use of strong problem resolution skills to maintain a calm environment and display product knowledge and confidence to customers.
Review the data and findings with the customer, and provides recommendations based on the data. The Lead Adoption Specialist agrees on follow-up actions with the customer and tracks these actions accordingly, with a goal to maximise user adoption, user satisfaction and customer benefits from using 3M M*Modal solutions.
The Lead Adoption Specialist attends kick-off meetings for new projects supporting the assigned Adoption Specialist and stays involved with the implementation process in order to familiarise themselves with the stakeholders, solution footprint and project dynamics, as well as to get themselves introduced to the customer.
The Lead Adoption Specialist must create and develop strong customer relationships and coach the Adoption Specialists to do the same.
5+ years in a clinical outpatient/inpatient environment doing EMR/EHR, speech technology implementations or other physician supporting roles, particularly related to direct physician contact and support
Experience working with Cerner/Epic EMR environments
3-5 years as a solutions instructor and/or trainer
3+ years of experience in implementation and adoption of 3M clinician facing technologies to end user customers
2+ years supervising/managing a team of direct reports
Knowledge of clinical outpatient/inpatient workflows and clinical documentation/improvement processes, particularly related to EMR/EHR systems
Experience with Australian Public/Private Healthcare System and Medicare reimbursements
Experience working with PHI
Experience or able to learn internal support ticketing systems
Ability to interpret technical instructions and communicate same to clients of various technical skill levels
Ability to interpret technical/application instructions and communicate these to users with varying technical skill levels
Troubleshoot and resolve basic computer issues such as OS errors, network connectivity, virus/spyware infestations, and Internet communication problems
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