Note: The job is a remote job and is open to candidates in USA. HepQuant is a clinical laboratory that develops minimally invasive, blood-based quantitative tests to measure liver health. The Implementation & Customer Success Manager leads customer onboarding, implementation, adoption, and ongoing utilization of the HepQuant DuO Test across hepatology clinics, gastroenterology practices, and health systems. The role coordinates cross-functional implementation activities, optimizes clinical workflows, trains healthcare personnel, manages customer relationships, and drives utilization, satisfaction, retention, and long-term account growth.
Responsibilities
- Lead the successful onboarding, implementation, adoption, and ongoing utilization of the HepQuant DuO Test within hepatology clinics, gastroenterology practices, and health systems
- Serve as the primary point of contact from contract signature through sustained clinical adoption, ensuring customers realize the full value of the HepQuant DuO Test
- Lead the implementation process for newly contracted customers from contract execution through successful go-live ensuring a seamless customer experience
- Develop customized implementation plans, timelines, and milestones for new and existing accounts
- Coordinate onboarding activities across Sales, Medical Affairs, Laboratory Operations, Client Services, Billing, IT, and Logistics
- Conduct implementation kickoff meetings and establish clear customer expectations
- Ensure practices are fully operational to order, collect, ship, and receive diagnostic testing results
- Manage implementation risks and resolve issues that could delay launch
- Serve as the trusted advisor for customers during the first 6–12 months following implementation
- Develop adoption strategies tailored to each practice's workflow and patient population
- Monitor utilization trends and identify opportunities to increase appropriate test adoption
- Conduct regular business reviews with physicians, office managers, and clinical staff
- Proactively identify barriers preventing test utilization and coordinate solutions with internal teams
- Develop action plans for low-utilization accounts
- Manage customer expectations throughout implementation
- Ensure customers continue to receive value from ensuring every customer experiences a smooth implementation, rapid adoption, and ongoing operational success for business growth
- Evaluate customer workflows and recommend best practices for integrating testing into routine patient care
- Collaborate with physicians and practice staff to optimize ordering processes
- Recommend workflow improvements that reduce administrative burden and improve efficiency
- Support EMR/EHR workflow optimization when applicable
- Deliver virtual and onsite meetings/training for physicians, advanced practice providers, nurses, medical assistants, phlebotomists, and office personnel
- Provide/coordinate education on:
- Appropriate patient identification
- Test ordering
- Specimen collection
- Shipping requirements
- Portal navigation
- Result interpretation resources
- Billing support processes
- Coordinate refresher training as staff turnover occurs
- Develop educational materials, implementation guides, FAQs, and training resources
- Build long-term relationships with physicians, administrators, practice managers, and clinical staff
- Become the primary operational resource for customer questions and support
- Maintain regular communication to ensure customer satisfaction
- Conduct customer satisfaction surveys and develop improvement plans when needed
- Identify expansion opportunities within existing health systems and multi-site practices
- Monitor customer KPIs, including:
- Time to first order
- Time to first completed test
- Monthly testing volume
- Ordering provider engagement
- Customer satisfaction
- Retention
- Order Status Reporting
- Analyze utilization reports to identify growth opportunities
- Partner with Sales and Medical Science Liaisons to develop account-specific growth plans
- Assist in forecasting customer utilization trends
- Recommend enhancements to onboarding, implementation, and customer success processes
- Standardize implementation documentation and best practices
- Support launches of new diagnostic products and service offerings
- Capture customer feedback and communicate market insights to leadership and product teams
Skills
- • Bachelor's degree in Healthcare Administration, Nursing, Life Sciences, Business, or related field (or equivalent experience)
- • 3+ years of healthcare implementation, customer success, provider relations, clinical operations, or diagnostic laboratory services
- • Experience working with physician offices, hospitals, or specialty clinics
- • Excellent project management and organizational skills
- • Strong presentation and training abilities
- • Outstanding interpersonal and communication skills
- • Ability to manage multiple concurrent projects while meeting deadlines
- • Proficiency with CRM systems (Salesforce preferred) and Microsoft Office Suite
- Travel: Position may require up to [40]% travel via airplane, car, and overnight stays
- • Experience with diagnostic laboratories, molecular diagnostics, or specialty testing
- • Familiarity with hepatology, gastroenterology, or liver disease management
- • Understanding of clinical laboratory workflows and specimen logistics
- • Experience implementing healthcare technology or diagnostic services
- • Knowledge of CLIA laboratory operations and healthcare compliance
- • PMP or other project management certification is a plus
- • Laboratory Information Management System
Benefits
- Remote work in Texas
- Position may require up to [40]% travel via airplane, car, and overnight stays
Company Overview