Customer Success Platform Trainer - Louisville, KY (Custom Health/Healent)

 Custom Health is a fully integrated Health-Tech company focused on delivering patient-centric health care as a service. We are on a mission to transform the patient experience for home-based patients, driving better patient outcomes and total cost of care reduction. Powered by our modern purpose-built technology platform, fully owned high-volume central fill pharmacy hubs, and a comprehensive in-house clinical care team, Custom Health delivers optimized and personalized care for home-based patients with precision and at scale.

Position Summary:

The Customer Success Platform Trainer plays a key role in the successful adoption and utilization of the platform in physician office settings. This position is responsible for delivering comprehensive, hands-on training and support to clinical and administrative staff, ensuring they are confident and competent in using the software to enhance patient care and streamline workflows. The trainer is a product expert and a trusted liaison between Custom Health and its healthcare partners.

Key Responsibilities

• Conduct virtual and on-site training sessions for physician office staff and their patients on the software, including onboarding new users and providing ongoing education.
• Develop and deliver customized training plans based on practice needs, clinical workflows, and staff roles.
• Assess learner understanding and adapt training approaches to maximize engagement and retention.
• Provide post-training support and troubleshooting to reinforce learning and encourage system utilization.
• Serve as a subject matter expert (SME) for functionality, best practices, and product updates.
• Collaborate with implementation teams to ensure a smooth transition from installation to go-live.
• Gather feedback from users and relay enhancement opportunities or workflow barriers to internal teams.
• Create and maintain training materials such as guides, tip sheets, videos, and FAQs.
• Maintain detailed training records, documentation, and progress reports for each physician office.
• Stay up to date on product enhancements, system changes, and healthcare workflow trends.

Success in this Role Means:

• Physician offices feel confident and support using the systems.
• Training delivery is consistent, clear, and aligned with Custom Health’s brand and values.
• Feedback from physician office users is consistently positive.
• Utilization and workflow adoption improve due to effective training.

Operations:

• Department: Client Services / Training & Implementation
• Employment Type: Full-Time
• Reports To: SVP of Operations 

Required Qualifications

• 3-5 years of experience training end-users on healthcare software systems (EMR/EHR, practice management, or similar      platforms).
• Strong knowledge of clinical and administrative workflows in physician offices or outpatient care settings.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage in a variety of audiences.
• Comfort with leading virtual and in-person sessions, including one-on-one and group formats.
• Strong technical aptitude and ability to explain complex concepts to non-technical users.
• Self-motivated, organized, and able to manage multiple physician office relationships simultaneously.
• Willingness to travel up to 30% for in-office training or go-lives as required.

Preferred Qualifications

• Experience with Healent or Custom Health products.
• Background in healthcare, nursing, or medical office administration.
• Instructional design or adult learning certifications.
• Familiarity with HIPAA regulations and healthcare compliance standards.