Field Training Specialist

Description

About EPP

Endodontic Practice Partners (EPP) is a nationwide partnership of private endodontic practices focused on patient care, clinical quality, and nationwide growth. We empower our practices to keep their individuality and achieve their goals by providing expert business resources and support to achieve their vision. We prioritize relationships and trusted connections that are necessary for an endodontic business to grow and prosper, especially in today’s competitive and evolving healthcare landscape. Endodontic Practice Partners is built on integrity, quality, compassion, and putting the patient first.

Position Summary

This position is responsible for providing basic support through email, Teams and an assigned ticketing system.  It also includes both onsite and remote training for end users on the practice management software, as well as related integrated products.  

DAY IN THE LIFE:

• Work at home (30%), onsite/travel (70%). Support Center is located in Brentwood, TN. Ideal candidate resides in the greater Nashville area. 
• Full time, salary position, plus benefits
• Supporting and working closely with other Endo Vision team members, reporting directly to Endo Vision Product Manager.
• Work includes working closely with other departments: IT Department, Regional Directors, Accounts Payable, Revenue Cycle Management, and Marketing.
• Consistently work on computer assignments and ticketing, requiring independent action and high attention to detail
• Maintain confidential and highly sensitive data, working as a representative of EPP LLC

What We Offer!

• Health insurance
• Life insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• 401(k) w/ matching
• Paid time off
• Paid holidays
• PerkSpot Employee Discount Program

Duties and Responsibilities

• Review ticketing system and resolve issues from end users
• Review Teams messages and resolve issues from end uses
• Escalate unresolved issues to Product Manager
• Understand converted data and onboarding process for new offices
• Participate and attend meetings and trainings
• Participate in Teams chats
• Assisting with onsite training
• Leading and assisting with remote training
• Actively follow up with offices on new features
• Actively follow up with offices after an onboarding
• Complete corrections to ledger following SOPs
• Coordinate with third party integrations, including Best Card, eRX, PBHS Truform, eServices, EDS, Dexis, Carestream
• Troubleshoot and verify software issues for escalation to Product Manager to take to vendor (HS One Dental)
• Maintain and monitor security protocols within practice management software, following SOPs
• Participate in special projects as needed with other EPP Teams
• Respond timely and professionally to tickets, teams and emails
• Mining data for report building for the Support Center and office locations
• Troubleshoot fee schedule and insurance allowable fees
• The ability to train end uses on basics in both admin and clinical
• The Ability to train end uses on higher functions

• Maintain and update training database and tools
• Actively participate in improving and growing the Endo Vision team
• The ability to articulate professionally during training with all staff members, including providers
• Maintain an accurate and updated calendar for coordination of meetings and trainings
• Patience through training, understanding that you may have to tell someone something repeatedly before they comprehend it

Supervisory Responsibilities

• N/A

Qualifications

Required Skills / Abilities

• Attention to detail and accuracy, task oriented
• Excellent time management and ability to handle issues timely
• Ability to prioritize projects
• Professional communication: verbal, email, IM, TEAMS
• Energetic and positive attitude
• Ability to multi-task
• Knowledge of dental administrative tasks
• Knowledge of dental clinical tasks
• Comfortable leading conversations in one on one and in large group environments
• Key characteristics: patience, good listener, customer service mindset, independent, motivated
• Ability to work under pressure with deadlines in a team environment
• Ability to troubleshoot and manage conflict
• Basic computer knowledge (data entry)
• Basic MS Excel, Power Point, Word, Outlook, Teams
• Knowledge of 3^rd party software: Bomgar, Best Card, Revenue Well, Dexis, Carestream, EDS Dental Services, eServices, ePrescribe
• A blend of technical, instructional and interpersonal skills required to effectively teach end users.
• A clear, patient and approachable communication style
• Flexibility in communication to deal with different learning styles (kinetic, auditory, practical)
• Flexibility in communication to deal with the varying technical experience levels
• Stong listening skills to be able to hear and address questions from end users from diverse roles (Doctors, COO, Dental Assistants, etc.)
• Openness and willing to learn and grow from feedback from peers and supervisors
• Basic ability to troubleshoot software issues, navigate basic IT environments and understand data security
• Understanding and working to ensure that the offices supported for the hours from 7 am to 7 pm CST
• Understanding that the role will require alternating month end procedures with other members of the team, with later than normal hours
• Understanding that onsite training may require weekend and/or evening travel
• Understanding that travel includes their home state and the rest of the continental USA

Education and Experience

• High School Diploma
• 1-2 years of experience in dental practice; equivalent education and/or experience will be considered
• 1-2 years of experience with HS One specialty software; equivalent education and/or experience will be considered

Preferred Qualifications

• TDO and/or Endo Vision software

#INDU