Healthcare Customer Success Specialist

Presence, a fast-growing digital marketing and web development agency, is seeking a Healthcare & Medical Services Specialist to support clients in Colorado (remote). In this role, you'll help healthcare and medical organizations enhance their online presence through data-informed digital strategies, including content optimization, SEO insights, and web experience improvements tailored to patients and providers. You'll collaborate closely with cross-functional teams in design, development, and strategy to deliver measurable growth for clients. Ideal candidates understand healthcare industry dynamics, are detail-oriented, client-focused, and thrive in a collaborative, results-driven environment that values creativity, accountability, and continuous learning.

Responsibilities

• Collaborate remotely with Colorado and national healthcare and medical services clients to understand clinical workflows, communication needs, and operational challenges.
• Configure and optimize Presence's communication and productivity software to align with client care models, regulatory requirements, and documentation practices.
• Lead virtual discovery sessions, requirements gathering, and workflow mapping with clinicians, care teams, and administrative staff.
• Develop and deliver remote training sessions, user guides, and onboarding materials to support successful adoption of the platform.
• Provide ongoing remote support, troubleshooting, and best-practice guidance to end users and client stakeholders.
• Monitor platform usage, gather feedback, and analyze patterns to identify opportunities to streamline processes and improve user experience.
• Partner with internal product, engineering, and customer success teams to relay client insights and help prioritize product enhancements.
• Ensure adherence to HIPAA and other healthcare privacy and security standards in all client interactions and workflow designs.
• Manage multiple client implementations or optimization projects concurrently, maintaining clear communication and timely follow-up.
• Contribute to Presence's culture of continuous improvement by sharing ideas, participating in collaborative planning, and supporting innovation initiatives.

Required Skills

• Healthcare workflow analysis and documentation
• Experience with EHRs or healthcare software (e.g., EMR, telehealth, care coordination tools)
• Requirements gathering and business analysis in a healthcare context
• Remote training and facilitation skills (e.g., Zoom, Teams, or similar platforms)
• Healthcare operations knowledge, including clinical documentation and scheduling processes
• Understanding of HIPAA and healthcare data privacy standards
• Basic data analysis and interpretation of user or operational metrics
• Technical aptitude with cloud-based Saa
• S tools and configuration
• Stakeholder communication and relationship management
• Project coordination and time management in a multi-project environment
• Process mapping and optimization
• Technical writing for user guides and training materials