Adoption Specialist

Job Description:

Solventum is a leading provider of clinical documentation solutions powered by speech recognition and natural language understanding technology.  Fluency for Imaging is a complete clinical documentation and workflow management solution that combines advanced front-end speech recognition technology and integrated productivity-enhancing tools for the faster creation of higher-quality diagnostic interpretations.

Our closed-loop reporting solution optimises the user experience and boosts productivity by providing workflow enhancements that are completely integrated into the radiologist’s everyday reporting workflow. These include Critical Test Results Management (CTRM), imaging peer review, and third-party solutions for greater compliance and patient safety.

Being an established market leader in our home market USA, we are rapidly expanding our business in Australia. To strengthen our Australian team, we are seeking to recruit a Fluency for Imaging - Adoption Specialist.

Main Responsibilities:

• The Adoption Specialist’s main responsibility is to drive success of Solventum clinician facing technologies (Fluency for Imaging and/or Fluency Direct) through maximising user adoption, user satisfaction, user education and customer benefits, based on usage statistics and customer feedback. In this, the Adoption Specialist works in coordination with the Solventum Sales Representative and Solventum Support in which the Adoption Specialist manages the relationship with the end-users (e.g. radiologists, RIS/PACS administrators, and other customer stakeholders as identified.)
• The Adoption Specialist is responsible for onsite or virtual optimisation deliverables (e.g. customised training documents, webinar sessions, and/or training videos) which range from at-the-elbow end user training to workflow reviews to identify new opportunities for solution enhancements.
• The Adoption Specialist is responsible for collaborating with a team of professionals that will assist in all aspects of project implementation including Project Managers, Solution Architects, and Implementation Specialists.
• The Adoption Specialist has operational ownership over a customer/account from the project manager as of project closure until end of contract.
• The Adoption Specialist works in coordination with the project team during implementation until closure and takes over ownership as of project closure.
• The Adoption Specialist will identify, document, and communicate customer requirements through discovery sessions and work with the implementation team.
• The Adoption Specialist will take on responsibility of Customer Support (e.g. help triage the support inbox and manage imaging related support queries) and action any training gaps, user speech recognition best practices, general questions, and field technical issues.
• Each Adoption Specialist has their individual accounts with whom the Adoption Specialist is expected to build a strong relationship; this way the customer knows who their main point of contact is. You will essentially be the face of Solventum to the customer.
• The Adoption Specialists work in a buddy/backup system so that a second Adoption Specialist can take over when the primary Adoption Specialist is not available (e.g. leave) The primary Adoption Specialist assigned to the account needs to make sure the backup Adoption Specialist is informed and up-to-speed, especially prior to leave or other unavailability.
• This position comes with approximately 40% travel.

Additional Scope:

• Attends project meetings (either in person or virtually) with assigned customers.
• The Adoption Specialist will ensure that key customer objectives are met with highly satisfactory outcomes.
• The Adoption Specialist provides onsite/remote training to end users as a professional service through various methods (e.g. webinars, at-the-elbow, large groups, etc.) during go-live and post go-live support.
• The Adoption Specialist runs ad hoc basic adoption reports regularly (via available reporting tools) and requests advanced adoption reports from our Adoption Analyst Team when required.
• The Adoption Specialist will work with the speech team to troubleshoot speech recognition issues.
• The Adoption Specialist will help manage/prioritise speech issues reported by users and help the global speech development team gather the necessary requirements.
• The Adoption Specialist must become fully aware of RANZCR practices regarding Radiology reports and Radiology best practices.
• That Adoption Specialist will de-escalate situations through use of strong problem resolution skills to maintain a calm environment and display product knowledge and confidence to customers. You should be seen as a resource to take on difficult conversations and situations with customers prior to management escalation.
• The Adoption Specialist reviews the data and findings with the customer, and provides recommendations based on the data. The Adoption Specialist agrees on follow-up actions with the customer and tracks these actions accordingly, with a goal to maximise user adoption, user satisfaction and customer benefits from using Solventum solutions.
• Based on the adoption reports and contacts with the customer, the Adoption Specialist reports the account status to internal Solventum stakeholders on a regular basis, e.g. via the weekly operations calls.
• The Adoption Specialist schedules and conducts site visits as requested and as the need arises.
• The Adoption Specialist attends kick-off meetings for new projects and stays involved with the Implementation process to familiarise themselves with the stakeholders, solution footprint and project dynamics, as well as to get themselves introduced to the customer.
• The Adoption Specialist must create and develop strong customer relationships.
• The Adoption Specialist keeps track of communication (e.g. emails) pertaining to their accounts, in this assuring that actions are properly followed up and keeping the pulse of the customer relationship.
• The Adoption Specialist must stay up to date on Solventum feature sets and communicate features and benefits of products and services to customer stakeholders when appropriate/applicable.
• Communication with customers regarding best practices and optimisation requirements.
• Identify new opportunities for solution enhancements.
• Act as main communication point between Solventum and its users post implementation.
• Be the voice of the customer relating to technical issues of product enhancements.
• Assist Implementation and support during periods of short staff.

Education

• Educated to a high level, preferably degree level or equal with working experience

Experience

• 2+ years in a Radiology environment doing RIS/PACS, EMR/EHR implementations or other physician supporting roles, particularly related to direct physician contact and support
• 2-5 years as a solutions instructor and/or trainer
• Experience working in healthcare / healthcare IT
• Knowledge of radiology workflows, particularly related to RIS and PACS systems
• Familiarity with communication and training methods, especially in “virtual” and live environments. You should be comfortable walking into a room of physicians to run a training session and/or a demo.
• Experience with managing a broad portfolio and wide range of audiences is preferable
• Experience with managing and taking ownership of multiple customers at once
• Experience with Australian Public/Private Healthcare System
• Experience working with PHI
• Experience or able to learn internal support ticketing systems

Key Capabilities

• Excellent written and oral communication skills
• Adept at learning to use new technologies and learning new skills quickly
• Proficient in Microsoft Office, specifically Word, Excel and PowerPoint
• Ability to problem solve quickly and effectively
• Effective listening, problem solving and critical thinking skills
• Responds strongly and positively to challenging work and deadlines
• Ability to prioritise and follow through on requests and action items
• Time management across multiple projects and customer accounts
• Ability to interpret technical instructions and communicate same to clients of various technical skill levels
• Ability to follow through on problems and issues, creating procedures and tools to prevent future problems
• Ability to interpret technical/application instructions and communicate these to users with varying technical skill levels
• Strong in building good and meaningful customer relationships
• Team player mindset

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Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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