HealthStream

Consultant

• Serve as a clinical solutions consultant and subject matter expert for Peer Review/PPE processes within the SaaS platform
• Assist healthcare clients with workflow design, implementation, and optimization of provider Peer Review/PPE programs
• Interpret and apply CMS, TJC, DNV, AAAHC, ACHC, state, and organizational Peer Review/PPE standards
• Assist clients with developing and implementing clinical privilege forms and quality metrics
• Guide clients through patient data validation, coding attribution review, and alignment with privilege forms
• Collaborate with physician leadership, medical staff offices, quality departments, clinical teams, technical/EHR resources, medical coding professionals, implementation teams, and product stakeholders
• Provide education, training, and ongoing support to platform users and client stakeholders
• Translate clinical and operational requirements into platform recommendations and product enhancement feedback
• Analyze privileging processes, clinical quality data, and performance metric trends
• Develop workflow guides, best-practice recommendations, training materials, webinar presentations, and conference presentations
• Participate in client meetings, implementation calls, and strategic advisory sessions
• Maintain current industry knowledge of Peer Review/PPE processes, standards, methodologies, and best practices
• Manage activities for multiple concurrent projects and clients
• Help clients adopt and continuously improve HealthStream’s healthcare workforce SaaS solutions

Senior Consultant

Customer Support

• Provide phone, email, and chat support
• Work closely with customers and internal teams to resolve issues efficiently
• Troubleshoot and diagnose reported problems
• Understand and correct technical problems
• Build strong relationships with colleagues and customers
• Communicate in a timely, professional, and respectful manner
• Identify, test, and verify issues
• Provide the development team with clear issue documentation
• Collaborate cross-functionally on customer-focused initiatives
• Participate in testing new features and releases
• Suggest product enhancements using data and customer feedback
• Adhere to HealthStream security policies, procedures, and assigned training
• Develop expertise in HealthStream products and advocate for clients

Tier 1 Customer Support Specialist

• Provide phone, email, and chat support
• Work with customers and internal teams to resolve issues efficiently
• Troubleshoot and diagnose reported problems
• Build strong relationships with colleagues and customers
• Communicate in a timely, professional, and respectful manner
• Identify, test, and verify issues
• Provide development teams with clear issue documentation
• Collaborate cross-functionally on customer-focused initiatives
• Participate in testing new features and releases
• Recommend product enhancements using data and customer feedback
• Develop expertise in HealthStream products and advocate for clients

Customer Success Manager

• Develop and maintain consultative relationships with customers through regular engagement with key stakeholders
• Review customer satisfaction and product/solution utilization
• Share best practices, assess progress toward organizational goals, and identify customer needs
• Solicit customer feedback and communicate responses to internal stakeholders
• Analyze product utilization and adoption data
• Proactively improve utilization and adoption and support customer retention and growth
• Maintain Salesforce documentation of customer engagement activities
• Collaborate with sales, product management, training, onboarding, implementations, customer service, operations, and success management teams
• Collaborate with product managers and owners on product design and customer-success metrics
• Develop onboarding plans for assigned products
• Collaborate on account renewal strategy and provide pre-sales advisory support
• Develop customer-facing materials with product, development, and content teams
• Maintain product guides and templates, advertise webinars, and engage customers through the community
• Lead one-to-many and one-to-one strategies to increase product adoption
• Identify and nurture referenceable accounts and capture customer success stories and ROI

Success Manager, Clinical

Analyst

• Adhere to HealthStream security policies, procedures, and assigned training
• Manage tasks across multiple software implementation projects simultaneously
• Own full lifecycle execution of the integrations workstream from requirements through go-live and stabilization
• Monitor, track, and report integration progress, risks, delays, and dependencies
• Maintain accountability for successful delivery of integrations within project timelines and scope
• Lead requirements gathering and translate business needs into technical interface design specifications
• Align integration timelines with project plans and milestones
• Support clients with configuration, building, testing, and deployment of interfaces using HL7, APIs, XML, and flat file imports
• Troubleshoot and resolve interface and data integrity issues
• Manage integration risks involving data quality, dependencies, and interoperability
• Ensure compliance with HIPAA and organizational security standards
• Develop and maintain interface specifications, mapping documents, and other technical documentation
• Facilitate integration-focused project meetings and track action items
• Translate business requirements into technical solutions for technical teams and stakeholders
• Perform data and business analysis and recommend improvements for data integrity and normalization
• Track workstream metrics and communicate status, risks, and issues to stakeholders and HSTM executive leadership
• Support post-go-live stabilization and transition to support teams
• Present at user conferences and webinars
• Understand HSTM software functionality and support client business objectives
• Follow documented implementation standard operating procedures
• Travel to client sites as needed

Integration Implementation Analyst

Product Manager

• Report to the Director of Product Management
• Own the strategy, execution, and growth of one or more SaaS products
• Drive alignment across engineering, design, sales, marketing, and customer success
• Build relationships with customers and business partners
• Set product direction and conduct continuous customer discovery
• Define and maintain product vision and roadmap
• Conduct customer interviews, usability research, and competitive analysis
• Translate strategy into a prioritized backlog and make tradeoff decisions using data
• Partner with the Product Owner to align development from discovery through delivery
• Define and track product metrics including adoption, retention, and revenue impact
• Manage the full product lifecycle from ideation and scoping through launch, iteration, and sunset
• Lead product launches end-to-end with marketing and sales
• Develop internal training, sales enablement materials, and customer-facing resources
• Identify market opportunities including conferences, industry events, and partnerships
• Build consensus and momentum across cross-functional teams through influence
• Manage and grow strategic business partner relationships
• Evaluate new partnerships and support contract negotiations with leadership and legal