Clinical Associate

📋 Description

• • As a Clinical Associate at Heidi Health Pty Ltd, you will be at the forefront of ensuring clinicians and healthcare organizations seamlessly integrate and derive maximum value from our AI Care Partner. This role is pivotal within the Customer Success team, acting as the crucial link between our innovative technology and the daily realities of clinical practice.
• • Your primary responsibility will be to facilitate the precise and frictionless adoption of Heidi into everyday clinical workflows. This involves a deep dive into how care is currently delivered, understanding the nuances of various specialties, care settings, and individual consultation styles.
• • You will translate these real-world clinical workflows into effective configurations and usage patterns within the Heidi platform. This includes the critical tasks of configuring templates, shaping documentation outputs to meet specific needs, and ensuring the product aligns perfectly with the operational demands of our diverse customer base.
• • A significant aspect of your role will be dedicated to onboarding and implementation, particularly for large-scale enterprise deployments. You will be instrumental in guiding new users and organizations through the initial stages of adopting Heidi, ensuring a smooth transition and rapid value realization.
• • The role is inherently operational and requires direct, hands-on engagement with end-users. You will be expected to build strong relationships with clinicians, acting as a trusted advisor and a primary point of contact for their adoption journey.
• • A substantial portion of this role involves in-person delivery. You will regularly travel to customer sites to provide on-the-ground support during rollouts, deliver comprehensive training sessions, and work directly with clinical teams during critical adoption phases. This physical presence is vital for building momentum, addressing challenges in real-time, and ensuring Heidi becomes an indispensable tool across the organization.
• • You will support the smooth onboarding of Heidi for both new and existing customers, collaborating closely with Customer Success Managers and Clinical Template Officers to ensure a cohesive and effective implementation process.
• • Your contribution to rollout planning will involve supporting discovery sessions, meticulously gathering documentation examples, and clearly articulating clinician workflows to the implementation team.
• • You will be responsible for delivering and supporting training sessions for clinicians and operational staff, utilizing both live, interactive formats and asynchronous resources to cater to different learning preferences and schedules.
• • Hands-on support during go-lives and the initial usage period is a key deliverable, especially in situations where clinician documentation requirements present a significant hurdle to adoption.
• • You will cultivate a profound understanding of the Heidi platform and its application across a wide spectrum of clinical specialties and care environments, becoming an expert in how clinicians leverage our AI Care Partner.
• • Translating complex, real-world clinical workflows into clear, actionable best-practice guidance will be essential to help clinicians effectively embed Heidi into their daily routines.
• • Acting as a trusted clinical voice for users, you will adeptly answer their questions and guide them toward achieving the optimal outcomes from using Heidi.
• • You will play a role in the template discovery process by collecting relevant examples, thoroughly understanding documentation needs, and documenting requirements with precision.
• • Triage incoming template-related inquiries, providing timely recommendations for the most appropriate next steps, whether it involves reusing existing templates, making minor edits, or escalating complex issues.
• • You will be empowered to make small, yet high-impact, template adjustments, such as modifying structure, refining phrasing, or updating configuration guidance, to expedite onboarding and early adoption.
• • You will contribute to the creation and maintenance of simple, scalable guidance materials, including how-to notes, illustrative examples, and clear do’s and don’ts, enabling the Customer Success team to efficiently address common user questions independently.
• • You will actively capture and synthesize feedback from clinicians on the ground to drive continuous improvement in onboarding playbooks, training materials, and template guidance.
• • You will foster a collaborative partnership with Product, Support, and Engineering teams, sharing valuable insights gathered from the field to inform product enhancements and workflow optimizations.
• • Contribute to the ongoing evolution of team processes, ensuring that Heidi's implementation and clinical enablement strategies are scalable and effective as the company grows.