Implementation Specialist

2 weeks ago

Canada PocketHealth Full time
What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience.
PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we've grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we're looking for passionate individuals to help make this vision a reality for millions more patients across North America.
We are looking for an Implementation Specialist with a strong focus on customer training, onboarding, and project coordination to join our growing team. In this role, you'll work closely with healthcare organizations—radiology groups, hospitals, and imaging centers—to guide them through successful onboarding, ensure they understand and adopt our platform, and serve as a trusted partner during the early phases of their journey.
You'll lead training sessions, coordinate implementation milestones, and work cross-functionally to ensure our customers are confident and empowered to use our imaging solution effectively.
Key Responsibilities Customer Training & Enablement
  • 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.
Project Management & Onboarding Coordination
  • 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.
Customer Success Partnership
  • 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.
Required Qualifications
  • 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.
  • Experience working with healthcare technology platforms or understanding of imaging workflows is a plus (but not required).
Nice To Have
  • 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.
You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people, while building your career and developing your skills. It doesn't have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve. 
People love working here for these reasons and more: working remotely, our competitive salaries and benefits (including stock options for every employee), four weeks of paid time off, unlimited paid wellness days, extended mental health coverage, and 16 weeks of parental leave top-up.
We're proud to foster a culture that embraces diversity, equity, and inclusion, and we believe in caring for our employees with the same thoughtfulness we offer our Patients & Providers.
If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to [email protected]. Applications are accepted via posting only. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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