Ascend Practice Management Trainer

Shape what’s next in dental technology.

Join Henry Schein One!

Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. 

We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated. 

JOB OVERVIEW:

This position is responsible for providing training for Ascend Practice Management Software (PMS)

to all new or existing customers. Ensure timely and effective customer service expectations are met and/or always exceeded. Works toward and assists in the achievement of individual, team, and department goals.

KEY RESPONSIBILITIES: 

• Facilitate remote training calls and onsite visits with new and existing customers using standardized curriculum agenda

• Instruct offices using prepared curriculum on each topic

• Provide post training session documentation on related topics

• Maintain updated calendar

• Responsible for excellent time management skills to achieve customer service expectations

• Maintain individual utilization and productivity goals as determined by leadership

• Schedule follow up sessions or webinars with customers as needed

• Provide email communication to offices and other team members as required

• Attend and participate in weekly team meetings

• Document sessions within CRM system

• Work on several different software platforms to retrieve customer data for monitoring

• Maintain a personal CSAT score of 90% or above

• Work with Implementation team members to coordinate Ascend training

• Collaborate with Support team members to resolve technical issues for customers

• Communicate with Team Leader and/or direct supervisor on complex

issues for customers

• Provide shadowing opportunities on a consistent basis for new employees across multiple

teams and departments

• Mentor new employees throughout their onboarding process

• Participates in special projects and performs other duties as required based on current

business needs

• Ability to travel up to 65%

KNOWLEDGE: 

Intermediate level professional; developing knowledge within own discipline. Some evaluation, originality or ingenuity required to perform tasks. Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of issues.

COMPLEXITY: 

Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve straightforward problems. Exercise judgment within defined procedures and practice determining appropriate action. Build productive internal/external working relationships.

SUPERVISION: 

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

MINIMUM WORK EXPERIENCE: 

Typically, 2 to 4 years of related professional experience.

PREFERRED EDUCATION: 

Typically, a bachelor’s degree or global equivalent in related discipline.

GENERAL SKILLS & COMPETENCIES: 

• Intermediate understanding of industry practices

• General proficiency with tools, systems, and procedures

• Basic planning/organizational skills and techniques

• Good decision making, analysis and problem-solving skills

• Good verbal and written communication skills

• Basic presentation and public speaking skills

• Basic interpersonal skills

• Developing professional credibility

SPECIFIC KNOWLEDGE & SKILLS: 

• Practice management software and services including Henry Schein solutions experience

• Professional training experience

• Dental industry experience

• Proficient with Microsoft Office products

PERFORMANCE REQUIREMENTS: 

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meeting expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

Travel up to 65%. Office environment. No special physical demands required.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.

• A career in the healthcare technology industry, with the ability to grow and realize your full potential.

• Competitive compensation.

• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

*Benefits may vary by location or status.

Henry Schein One is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

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