Product Implementation Manager - Billing/RCM

Open Position: Product Implementation Manager - Practice Management

Location: Remote

Reports To: Client Onboarding Manager

About Us:
At HST Pathways, we're passionate about transforming healthcare. Our innovative software empowers surgery centers to provide care that's not only more cost-efficient but also leads to better outcomes for patients. Backed by Bain Capital, we're a profitable, fully remote SaaS company that's growing quickly and entering an exciting new stage of expansion. With that growth comes opportunity-for us, our customers, and the people who join our team.


What We're Looking For:
We're looking for someone who is authentic, inspiring, and motivated to grow. You're a quick learner who enjoys working in a fast-paced, evolving environment. You value diversity and inclusion and want to be part of a company that puts people first. Our values resonate with you, and you're ready to embody them in your daily work.

In this role, you'll roll up your sleeves and take on a high-volume workload with energy and enthusiasm. You are data-driven and results-oriented, but you also know the importance of building strong relationships and contributing to a positive team culture. Most importantly, you're excited about the chance to make an impact-not only within our company but also in the broader healthcare community we serve.


Why Join Us:
At HST Pathways, you'll find more than just a job - you'll find a place to grow, contribute, and belong. We offer the flexibility of remote work and the stability of a well-backed, profitable company. You'll collaborate with talented teammates who are passionate about healthcare innovation and committed to each other's success.

Responsibilities:
The Product Implementation Manager is responsible for ensuring the successful implementation and adoption of our Practice Management platform and associated product suite for Ambulatory Surgery Centers (ASCs). This role guides clients through the end-to-end implementation process, providing expert support and training to enable efficient use of system features, including inventory management, preference cards, revenue cycle management (RCM), billing, scheduling, reporting, and EHR.

Key responsibilities include configuring system settings, coordinating and conducting both onsite and virtual training sessions, and developing tailored training materials that reflect ASC operations and adult learning principles. The Product Implementation Manager also provides ongoing client support, addresses complex issues with sound judgment, and collaborates with internal teams to ensure a seamless onboarding experience.
Success in this role is measured by building strong client partnerships, driving confident adoption of our solutions, and ensuring sustained satisfaction through high CSAT scores and operational excellence.

• Deliver onsite, classroom, and remote training on HST Pathways software products, using established tools and methodologies.
• Lead training sessions for facility administrators, office managers, clinical staff, and physicians, focusing on daily use, administrative functions, and role-specific responsibilities within each application.
• Create and maintain documentation and educational materials in partnership with the Learning and Development Team.
• Contribute to curriculum design and training content for product upgrades and new releases.
• Stay current with training best practices and adult learning methods to enhance learner engagement and knowledge retention.
• Research third-party vendor integrations to provide operational expertise and ensure seamless interaction with HST Pathways applications.
• Develop and update operational documentation, internal Knowledge Base content, and application Help Files to support staff and client learning.
• Collaborate with internal departments to identify content gaps and implement process improvements in client education and implementation.
• Partner with the implementation leadership team to support achievement of organizational OKRs and KPIs.
• Troubleshoot and diagnose issues to determine whether they are application-related, escalating to the appropriate vendor when necessary.
• Represent HST Pathways' mission and values in all client and partner interactions, ensuring customer satisfaction throughout the implementation process.
• Travel is up to 50% as required to deliver training and client support.

Qualifications:

• Bachelor's degree preferred.
• Proficiency in Microsoft Office and related software tools.
• Background in healthcare, hospitals, or Ambulatory Surgery Centers preferred.
• Strong public speaking and presentation abilities.
• Excellent communication skills for both internal and external audiences.
• Ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.
• Experience developing, implementing, and maintaining training curricula for new and existing products.
• Hands-on experience with software implementation and end-user training.
• Demonstrated success in training and educating peers, physicians, and other healthcare professionals.
• Subject Matter Expert (SME) in at least one core product or across the full suite of connected care products.

Team Culture + Values:

• One Team: We win together, support each other, and share credit.
• Inclusion: We respect differences and welcome every voice.
• Transparency: We're open, honest, and clear about our goals.
• Agility: We move fast, test ideas, and learn as we go.
• Empathy: We listen, care, and anticipate others' needs.
• Growth Mindset: We stay curious, keep learning, and aim to improve every day.
• Proactivity: We act thoughtfully, own outcomes, and bring our best selves to work.

Perks & Benefits:

• Remote work environment
• Health benefits paid for employees
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of "One Team". HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.