hero


JOIN OUR NETWORK

Customer Education Manager

MedBridge

MedBridge

Customer Service
Remote
Posted on Thursday, June 27, 2024
Description

Join the team shaping the future of healthcare! MedBridge is a dynamic software company working with the country’s largest healthcare providers to build technology solutions helping patients get better faster, while decreasing the overall cost of care. Our team is growing and looking for an enthusiastic Customer Education Manager to join us! We hire in the following states: AZ, CO, FL, GA, IL, IA, KS, MA, MI, MN, NC, NY, OH, OR, PA, TN, TX, UT, VA, WA, WI.

The U.S. Healthcare industry is going through a transformation. Patients want access to better healthcare tools and experiences and healthcare systems are stretched beyond capacity and adapting to the new normal after the pandemic.

As a Customer Education Manager at MedBridge, you will ensure our clinicians and patients fully utilize our products to enhance the healthcare experience. You will develop online resources, in-app guides, and certifications to drive the success and growth of MedBridge’s products. You will report directly to the Chief Content officer and work collaboratively across three product teams (Care, Educate, and Growth), Customer Success, Support and Implementations. Your content strategy will align with education, best practices, and support goals for our feature functionality and recommended workflows.

Goals of Customer Education at MedBridge:

  • Clinician and Patient Adoption:
    • Educate new users and promote new products to ensure immediate value for MedBridge users, including clinicians and patients.
    • Develop Pendo Guides, E-Learning Courses, Product Tutorials, Email Cadences, and Training Decks to facilitate adoption.
  • Clinician and Patient Retention:
    • Enhance customer retention and product stickiness through targeted communication with clinicians and patients.
    • Utilize tools such as Pendo Guides, Email (e.g., monthly admin newsletter), and the Help Center to drive client engagement and increased production utilization.
  • Client Growth and Success:
    • Develop MedBridge’s Digital Health Academy with best-in-class on-demand courses + certificates (developed by third-party experts) to drive best practices and increase utilization of MedBridge’s Digital Care tools.

Responsibilities:

  • Own all facets of MedBridge’s Customer Education program.
  • Develop and maintain a library of educational materials, including product tutorials, on-demand courses/certificates, help center articles, client toolkits, and other resources.
  • Create targeted campaigns to drive adoption and utilization of new and existing products leveraging in-app guides.
  • Work with content development teams to regularly update content based on new product releases and analytics to enhance engagement.
  • Ensure consistency of messaging across channels (Help Center, In-App, Tutorials, Academy).
  • Use feedback and data to innovate and improve the customer education approach.
  • Communicate effectively with product and content teams to understand upcoming feature releases.
  • Work closely with implementation and customer success managers to identify training needs and develop education toolkits.
  • Deeply understand our customer and users through participating in client calls, participating in training, and interviewing our clients.

Own Customer Education Across:

  • Product Tutorials and E-Learning: Oversee the creation of product tutorials in collaboration with our content writing & production team.
  • In-App Guides: Manage the Pendo Guides process, including prioritization of guides, guide creation, and reporting.
  • Client Communication: Support marketing in client communication about new product releases, including the monthly admin newsletter.
  • Help Center: Oversee additions to the help center based on new product releases.
  • Training Toolkits: Develop scalable training decks and toolkits to support client adoption.
  • Digital Health Academy: Expand the Digital Health Academy in collaboration with SMEs and the production team.

Qualifications:

  • At least 5+ years of professional experience in healthcare, with 2+ years of experience in customer education, content/UX design, training, or instructional design, preferably in a technology or software company.
  • Strong instructional design skills and the ability to create engaging and effective educational content.
  • Top-notch written and verbal communication skills with the ability to convey complex information in a clear and concise manner.
  • Experience with Pendo and ZenDesk is preferrable
  • Be self-driven, capable of managing multiple projects with a strong sense of ownership and urgency.
  • Customer-centric mindset with a focus on user experience and customer satisfaction
  • Experience working with cross-functional teams and stakeholders to achieve common goals.
  • Strong propensity for taking initiative, finding answers independently, and coming to the table with solutions
  • Strong technical sense with ability to understand product functionality and product design.

Why work at MedBridge?

  • We are mission driven. We believe in improving access to better care, and providing superior education and digital care for medical professionals and the patients they care for.
  • We’re a fast-growing company where you’ll have opportunities to develop your career. We were named in Inc. 5,000 Fastest-Growth Company.
  • You’ll make an impact here. 300,000+ clinicians use our products daily, impacting millions of patients. In this role, you help create experiences that impact these important leaders.
  • Our customers love MedBridge! We work with 9 of the top 10 Private Practice and hospital systems nationwide, and 6 of the top 10 home health organizations. have a nearly 100% client retention rate and are continuing that work in 2024 and beyond.

Our Culture:

  • Passion. We love what we do and we find inspiration in our passion for improving patient care with innovative products.
  • Collaboration. We seek and welcome feedback from colleagues, clinicians, and patients, knowing that collaboration leads to greater success.
  • Resourcefulness. We’re continuously iterating and optimizing for long-term success and efficiency. We think of creative ways to solve the problem at hand.
  • Quality. Quality in our work is of utmost importance; we hold ourselves and our teammates to higher standards because the quality of our work directly impacts lives.
  • Customer-centric. Our success and continued growth are driven by products customers love.
  • Personal health and wellness. MedBridge contributes generously to medical, dental, and vision benefits. Other benefits we provide are: paid sick time, paid vacation time, personal days, parental leave, short term and long term disability, an employee assistance program, and a 401(k) with a company match.
  • Professional growth. We offer an annual stipend plus two days of paid time off for you to attend the professional development course of your choice.

Salary Range: $95-$115k

At MedBridge, salary ranges are assigned to a job based on 3rd party salary benchmark surveys. Individual pay within this range is informed by the candidate's skills, capabilities and experience.

We embrace diversity and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation, your identity expression, or whatever else makes you unique, if you want to raise the bar and join an amazing team of passionate people, then we'd love to work alongside you at MedBridge. Now it’s your turn. If you liked what you’ve read and think MedBridge would be a great career choice for you, apply now and our Talent Acquisition team will follow up with you shortly after.