Software Trainer and Implementation Specialist

Our Company:  
 
At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved. 
 
PracticeTek was established by healthcare professionals and entrepreneurs who share a common goal: deliver seamless, high-quality, on-demand healthcare, free of the confusing limitations of traditional technological platforms. 
 
PracticeTek is a collection of innovative software companies working together to make healthcare easier, and more accessible, for everyone. We deliver robust software solutions that support practitioners, and foster exceptional patient experiences, contributing to the growth of healthcare clinics specializing in chiropractic, dental, orthodontics, optometry, and multi-discipline therapy. 
 
Ora is a practice management software that is purpose-built for large DSOs and multi-site practices. The company's software is designed to help multi-specialty dental practices manage appointments, track patient information, manage payments, and streamline operations. With a focus on innovation and customer satisfaction, Ora is a trusted partner for dental practices of all sizes. If you are passionate about technology and the dental industry, Ora may be the right place for you. 
 
The Customer Experience Department: 
 
Our Customer Success Department is dedicated to helping clients achieve their goals. We deliver customers outcomes that align with their expectations from our products and encourage long-term loyalty, repeat business, and referrals. 
 
The Career Opportunity:  
 
As a Software Trainer and Implementation Specialist for Ora, your primary responsibility will be to train and onboard new customers with the Ora software virtually or in-person, you will play a critical role in ensuring the successful deployment and implementation of Ora software with our customers, create and maintain training documentation, develop and host webinars, and contribute to the development of strategies to enhance overall customer service effectiveness. We're seeking a candidate with a strong background in dental, ready to use their skills to make a significant impact on our customers' experience and their success using our software products. The candidate must enjoy helping customers, give white-glove service, have strong follow-up to ensure appropriate communication and customer engagement and have a team attitude and strong work ethic. 
 
The position could require up to 50% US travel.  Remote home office when not traveling. 
 

Areas of Accountability:  

• Lead customer implementations and serve as the primary point of contact for Ora practices during their initial onboarding. Own the creation, coordination, and execution of project plans, in collaboration with internal and external cross-functional teams.  

• Accountable for leading through each of the project phases, including kickoffs, technical configuration, go-live, and post-live stabilization.  

• Identify and manage project risks and issues, and develop contingency plans as needed.  

• Set the standard for what incredible communication looks like. Communicate project progress and issues to internal and external stakeholders quickly and transparently. 

• Lead the development, implementation, and evaluation of end-user training, instructor materials, and customized training courses/plans 

• Act as a subject matter expert and guide team members and cross-functional teams throughout Ora on industry and product-related subject matters. 

• Deliver ongoing training including product, technical and soft skills training to end users using classroom, remote, on-the-job, and blended training techniques. 

• Create documentation and training materials. 

• Maintain up-to-date knowledge about new features and offerings and ensure documentation and training materials are updated accordingly. 

• Conduct surveys to gauge the effectiveness of programs. 

• Serve as the voice of the customer to communicate feature requests and platform improvements during product discussions. 

• Create and manage daily training schedules. 

• Create supplemental on-demand, online learning for customers. 

• Assist the Implementation team with data entry and platform configuration as needed. 
   

Competencies for Success: 
 

• Proven experience in software application training, customer success, account management, or a related customer-facing role with a track record of meeting and exceeding customer satisfaction and retention goals. 

• Prior dental practice and insurance experience preferred but not required. 

• Have a track record of driving successful healthcare technology implementation projects from initiation to completion. 

• Bachelor’s degree preferred, or equivalent combination of education and work experience 

• Strong team player with excellent work ethic and ability to work remotely with remote team. 

• Strong problem-solving skills and a customer-centric approach. 

• Experience creating training materials and documentation 

• Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team. 

• Action-oriented with strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion. 
   
   
  PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.