Note: The job is a remote job and is open to candidates in USA. Nestmed is fixing broken healthcare documentation with an AI platform that gives clinicians their time back. The Implementation Specialist will own end-to-end enterprise rollouts for multi-branch home health and hospice organizations, including rollout strategy, training, executive relationship management, adoption, and change management. The role also involves monitoring implementation health, identifying risks, and sharing customer insights with Product, Engineering, and Customer Success.
Responsibilities
- Own the end-to-end implementation plan for large, multi-branch home health and hospice accounts, from kickoff through full adoption across every branch
- Design phased go-live sequencing (by region, branch tier, or clinical service line) that fits the customer's operational reality, not a generic template
- Build and manage the master implementation timeline, coordinating dependencies across IT, clinical leadership, and branch-level operations
- Anticipate potential failure points specific to large orgs: competing regional priorities, inconsistent branch-level readiness, leadership turnover mid-rollout and build contingency plans before they become escalations
- Lead virtual and on-site training for clinicians and office staff across dozens to hundreds of branches
- Design and run train-the-trainer programs that let branch-level champions cascade training locally
- Provide targeted 1:1 and small-group coaching for slower adopter branches
- Travel up to 20% to customer sites for executive check-ins, regional kickoffs, and high-stakes go-lives
- Serve as the primary implementation point of contact for customer executive sponsors (VP/Director of Clinical Operations, Regional Directors) throughout the engagement
- Partner closely with Implementation Leadership on account strategy, executive business reviews, and renewal risk tied to adoption
- Track and report implementation health with rigor
- Proactively identify and escalate at-risk implementations before they threaten a renewal or expansion
- Build trust with clinicians and branch leadership by deeply understanding their workflow and how it varies branch to branch within the same organization
- Identify systemic adoption barriers (not just individual stragglers) and design interventions that work across a distributed org
- Monitor usage data across the account and drive targeted follow-up with low-engagement branches or regions
- Deliver post-go-live reinforcement training and manage the long tail of adoption in a large account, which rarely ends at go-live
- Share frontline and branch-level insights with Product, Engineering, and CS to influence roadmap and account strategy
- Surface patterns across enterprise accounts, friction that shows up at scale often looks different from friction at a single small agency
- Contribute to case studies and reference-ability efforts for flagship enterprise accounts
Skills
- • 7+ years in implementation, training, or customer success roles, with direct experience managing complex, multi-stakeholder rollouts. Enterprise healthcare experience strongly preferred
- • Proven track record leading implementations for large, multi-location organizations (not single-site deployments)
- • Strong program/project management instincts, being comfortable owning a timeline with dozens of moving parts and no one else tracking it for you
- • Executive presence: credible and persuasive with Senior Leadership, not just end users
- • Exceptional presentation, facilitation, and written communication skills
- • Comfortable learning new technology quickly and translating it for non-technical, clinical audiences
- • Empathetic, patient, and energized by helping others learn while also being able to hold a large org accountable to a timeline
- • Self-starter who thrives in a fast-paced startup and is comfortable operating with ambiguity in a scaling implementation function
- • Willing to travel 20% (U.S.)
- • Experience implementing or training clinicians on EMR/EHR or clinical software at scale
- • Home health or hospice experience, especially with multi-branch or multi-state agencies
- • Background in change management, instructional design, or adult learning
- • Experience with LMS or training platforms, and with implementation/project tracking tools
- • Familiarity with home health and hospice-specific workflows and regulatory context (OASIS, PDGM, visit compliance)
Benefits
- Remote work
Company Overview