Job Summary

The Implementation Coordinator supports the onboarding and implementation of new client accounts in a fully remote call center environment. This position is a developmental role designed to learn all major functions of the Implementation Specialist position while assisting with implementation timelines, training logistics, documentation, readiness tracking, and communication across departments. The Coordinator works closely with the Implementation Specialist, Client Relations, Performance Development, Operations, and other internal teams to help ensure each implementation is organized, on schedule, and ready for a smooth transition into production.

Essential Duties and Responsibilities

• Support the Implementation Specialist with new account onboarding and implementation activities from kickoff through account handoff.

• Assist in coordinating implementation timelines, deliverables, follow-up items, and internal deadlines.

• Help prepare, organize, update, and distribute training materials, job aids, account guides, scripts, and other implementation resources.

• Coordinate virtual training schedules, meeting invitations, attendance tracking, and related implementation logistics for remote learners and internal stakeholders.

• Maintain implementation trackers, training records, assessment results, completion logs, and other related documentation in an accurate and timely manner.

• Document trainee grades, quiz results, completion data, and other implementation-related records in designated trackers, drives, or systems.

• Support account readiness by helping track setup items such as access requests, logins, materials readiness, and other pre-launch needs; escalate issues as appropriate.

• Help maintain version control for implementation documents, SOPs, checklists, training materials, and shared folders or drives.

• Assist with process documentation, protocol organization, and account setup preparation to support a smooth implementation process.

• Send follow-up communications, track open items, and help keep Client Relations, Performance Development, Operations, and other teams aligned on deliverables and deadlines.

• Shadow implementation meetings, planning sessions, and training activities to build working knowledge of all major Implementation Specialist functions.

• Assist with updates to account-specific content and support refresher training, continuing education, or implementation follow-up as assigned.

• As skills develop, assist with leading portions of training, implementation tasks, or account transition activities under guidance.

• Help monitor implementation progress and proactively raise concerns related to delays, missing information, readiness risks, or training issues.

• Support successful handoff of newly implemented accounts to Team Leads, Performance Development team members, and Operations.

• Cross-train in all major duties of the Implementation Specialist role with the expectation of progressively taking on increased responsibility over time.

• Perform other duties as assigned based on department, client, and company needs.

Education and Experience

• Associate degree in Communication, Business Administration, Education, Healthcare Administration, or a related field preferred.

• 1–3 years of experience in administrative support, training coordination, onboarding, client support, project coordination, customer service, or call center operations preferred.

• Prior healthcare, client service, training support, or implementation support experience preferred.

• Experience in a remote workforce, virtual training environment, or call center setting is a plus.

Qualifications

• Strong communication and customer service skills.

• Strong organization, follow-up, and time management skills.

• Ability to coordinate multiple tasks, deadlines, and stakeholders at the same time.

• Strong attention to detail and documentation accuracy.

• Ability to learn new processes, systems, and implementation functions quickly.

• Comfort working with internal teams and external contacts in a professional manner.

• Receptive to feedback, coaching, and ongoing development.

• Ability to adapt to change and shift priorities as business needs evolve.

• Strong written communication, grammar, spelling, and data entry skills.

• Intermediate Microsoft Office skills, including Word, Outlook, and PowerPoint; basic to intermediate Excel preferred.

• Experience with virtual meeting platforms, shared drives, trackers, and training documentation is preferred.

• Positive attitude, dependable attendance, accountability, and collaboration.

Tools and Equipment Used

Computer, including word processing, spreadsheet, e-mail, database application software, virtual meeting platforms, shared drives, phone, printer, scanning equipment, and other standard office equipment.

Compliance and Confidentiality

• Maintain confidentiality of company, client, employee, and patient-related information in accordance with company policy and applicable privacy and security requirements.

• Handle implementation materials, training content, and access-related information with a high level of discretion and professionalism.

Physical Requirements

• While performing the duties of this job, the employee is frequently required to sit for extended periods of time and use hands to operate a computer, keyboard, phone, and other office equipment.

• The employee must be able to communicate effectively, comprehend verbal and written information, and occasionally stand, walk, stoop, kneel, or crouch as needed.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Work Environment

• Fully remote position requiring reliable high-speed internet and a professional home office or workspace suitable for virtual meetings and training support.

• Must be comfortable supporting virtual training sessions, multiple systems, and frequent communication across departments in a fast-paced remote call center environment.

• Must be able to work independently, remain organized, and manage competing priorities with limited direct supervision.

• Role may require flexibility to support implementation training, launches, or account activity outside standard business hours based on client or operational needs.

• Must be able to maintain professional working relationships with various personalities and adapt to changing priorities, timelines, and business demands.

Disclaimer

This job description may be revised, updated, or modified with or without notice based on department, client, or company needs.