Implementation Specialist

Company Name:
FDB (First Databank, Inc.)
In Some Jobs You Take Orders. In This One, You Write History.
Join the healthcare information technology team at one of the Bay Area's Top Workplaces in 2013 that's turning drug data into drug knowledge used by thousands of hospitals; the majority of U.S. health plans, retail pharmacies, and pharmacy benefit managers; and millions of healthcare decision makers throughout the world. Partnering with our major information system developer and healthcare institution customers, you'll help evolve leading-edge thinking into reality and make a measurable difference in improving human health.
We're looking for people who are: Intelligent. Productive. Committed. Willing and able to go above and beyond. Passionate about making a difference. Innovative. Energized. And want to play an essential role in a successful company's continued growth.
Are you ready for this exciting challenge?
The First Databank (FDB) Implementation Specialist plays a critical role in supporting and facilitating the customer base in the implementation and configuration of the FDB healthcare products and business processes. The Implementation Specialist will work closely with new, existing and potential FDB Customers to provide technical support in regards to product implementation, basic to advanced feature/function assistance, front-line application and technical troubleshooting, follow-up, and resolution, all with a customer service focus. Taking a consultative approach as a trusted and skilled advisor, the Implementation Specialist collaborates with customers tactically and strategically to understand business and clinical objectives in order to determine best practices recommendations. This approach helps ensure customers achieve success with the implementation and a high level of customer satisfaction.
As needed, e-mail and phone support will include both inbound and outbound contact with customers and internal partners in an effort to resolve issues, inquiries, and requests in a timely manner. Coordinate activities between internal resources to bring about the timely resolution of issues. As an advocate of the Customer, escalate to management of recurring or severe issues that require additional attention and innovative solutions that would benefit the Customer. May work on special projects as needed..
Position will be based out of the South San Francisco, California office.
Required Skills
Develop and maintain a complete understanding of the FDB product features, issues, forthcoming enhancements, and services
Deliver an exceptional on-boarding experience to each Customer that results in a rapid implementation and a high level of customer satisfaction
Facilitate Customer implementations and migrations, developing recommendations that address their critical success factors by employing project management skills to ensure completion of the projects
Provide technical assistance to Customers and internal departments
Provide consultative services to Customers (on site as needed)
Coordinate activities with internal resources to resolve issues
Gather, create and employ best practices for implementing and using our products
Various duties as assigned
Function as a Subject Matter Expert and Customer Advocate by providing input (feedback from customers) on product content and functionality

Preferred Skills:
Working knowledge of key relational database terminology
Must have exceptional customer service, project management or account management skills or consulting experience
Must have strong ability to analyze functional and technical requirements and translate these into valid solutions
Knowledge of physician, hospital or pharmacy prescription workflow and/or healthcare experience is a plus
Experience with implementing and/or integrating healthcare software applications
Ability to interact with clients and project team members (both internal and external) to understand requirements, develop methodology, deploy best practices, and execute deliverables
Must have excellent written, verbal, interpersonal, strong teamwork, and communications skills with a professional demeanor, allowing the applicant to interface and communicate (oral, written, presentations, training, customer interactions, etc) clearly and expertly with clinical and non-clinical personnel at all levels of an organization portraying empathy and confidence
Effective time management and organizational skills. Ability to prioritize and complete tasks correctly, thoroughly, efficiently, on-time and independently
Ability to act responsibly and reliably as a sole contributor and as a member of a team
General computing knowledge and MS Office
Functions independently within guidelines and with limited supervision with general direction from manager

Required Experience
Bachelors (Computer Science or MIS) or comparable experience
3+ years programming, business analysis and/or data modelling
2+ years of experience in a customer service, technical support, or managing business relationships required

About FDB

FDB (First Databank), part of the Hearst Health network, is the leading provider of drug knowledge that helps healthcare professionals make precise medication-related decisions. With thousands of customers worldwide, FDB enables our information system developer partners to deliver a wide range of valuable, useful, and differentiated solutions. As the company that virtually launched the medication care guidance category, we offer more than three decades of experience in transforming drug knowledge into actionable, targeted, and effective solutions that improve patient safety and healthcare outcomes.

We value Integrity, Respect, Responsibility, Teamwork, and Creativity. In 2013, our offices in South San Francisco and Indianapolis were named Top Workplaces by The Bay Area News Group and the IndyStar. FDB offers competitive salary and extensive benefits - including medical, dental, vision, long term disability, life insurance, and matching 401k.

To join this dynamic team, visit our website at www.fdbhealth.com/careers to apply online or for the latest information on job opportunities.

FDB (First Databank, Inc.)
Attn: Human Resources
701 Gateway Blvd., Suite 600
South San Francisco, CA 94080

As an equal opportunity employer, First Databank supports and promotes the talents and contributions of all. All qualified applicants receive equal consideration for employment without regard to race, color, religion, sex, or national origin.

Job LocationSouth San Francisco, California, United StatesPosition TypeFull-Time/Regular

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