Operations Specialist, Customer Success and Training at Healthstream Inc. in Nashville, Tennessee

Job Description:

Company Overview

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.

HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare's #1 platform. We streamline everyday tasks while improving performance, engagement, and safety - fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you'll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.

Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care - a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.

We're proud of our values-forward culture that offers our people:

• Mission-oriented work
  
• Diverse and inclusive culture
  
• Competitive Compensation & Bonuses
  
• Comprehensive Insurance Plans
  
• Mental and Physical Health Support
  
• Work-from-home flexibility
  
• Fitness Center Reimbursements
  
• Streaming Good time off for volunteering
  
• Wellness workshops
  
• Buddy Program for new HealthStreamers
  
• Collaborative work environment
  
• Career growth opportunities
  
• Continuous learning opportunities
  
• Inspiring workspaces to collaborate and connect with other HealthStreamers
  
• Free employee parking at our Resource Centers in Nashville, Boulder and San Diego
  

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN, Boulder, CO, and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Overview

The Operations Specialist plays a key role in supporting the Customer Success and Customer Training teams, contributing to the overall enhancement of the customer experience. This individual will be instrumental in optimizing operations, improving processes, and ensuring seamless coordination between teams. By identifying opportunities for automation and process improvement, the Operations Specialist will drive productivity, consistency, and efficiency at scale. The ideal candidate is a detail-oriented, self-motivated professional with strong communication skills and the ability to manage multiple priorities in a dynamic, fast-paced environment.

Key Responsibilities

You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

• Collaborate closely with Customer Success and Training leaders to develop training, tooling, and data reporting mechanisms that enhance operational efficiency
  
• Define data requirements, gather and analyze relevant data to inform decision-making
  
• Streamline and optimize processes to ensure consistency and drive greater efficiency
  
• Track and report on key performance metrics related to customer success and training initiatives
  
• Assist in the creation of reports, dashboards, and presentations for both internal stakeholders and customers
  
• Ensure data integrity across all systems and processes
  
• Coordinate the onboarding process for new team members, ensuring a smooth integration into the team
  
• Assist in scheduling and coordinating customer training sessions, ensuring their smooth execution
  
• Monitor customer progress through training programs and communicate data to key stakeholders
  
• Research and recommend technology solutions that support Customer Success and Training functions
  
• Assist in the implementation and ongoing adoption and maintenance of technology solutions
  
• Create and maintain both customer-facing and internal documentation based on provided content
  
• Analyze current structures and processes, identify inefficiencies, and take action to eliminate them
  
• Maintain and update internal documentation, including training materials, guides, and customer success playbooks
  
• Support the development and ongoing maintenance of customer-facing resources to enhance the customer experience
  
• Other duties as determined
  

Qualifications

Requirements

• Experienced professional with a minimum 2 years in an operations role
  
• Bachelor's degree or higher in business management or a technical field
  
• Demonstrated success optimizing processes with a strong understanding of how to apply data analysis and utilize technology to improve efficiency and scalability
  
• Background in customer success operations, analysis, and data reporting
  
• Experience writing data requirements, workflows, and process documentation
  
• Experience in a SaaS or technology-driven environment is preferred
  

Qualifications

• Proficiency in use of Microsoft Office products
  
• Professional-level verbal and written communication skills
  
• Experience working with a customer success platform, such as Gainsight or Totango
  
• Well versed in current technology, including AI, to support efficiency and process improvement
  
• Proficiency in Smartsheet and experience with Power BI strongly preferred
  
• Intermediate-level proficiency in Salesforce is desirable
  
• Understanding of data and its application to defining internal and customer success
  
• Excellent organizational, multi-tasking, and time management skills
  
• Functions independently and employs critical thinking to analyze and help identify solutions to complex operational challenges
  
• Exhibits a high degree of personal ownership and accountability
  
• Solution oriented, approaches challenges with positivity and creativity
  
• Inherently collaborative, effectively works cross-functionally
  
• Strategic thinker, able to visualize and communicate the big picture and long-term impact
  
• Adapts to internal changes in strategy or approach as needed in a fast paced, innovative environment
  
• Ability to travel occasionally as needed to support internal company needs
  

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
  
• Paid Time Off
  
• Parental Leave
  
• 401k and Roth
  
• Flexible Spending Account
  
• Health Savings Account
  
• Life Insurance
  
• Short- and Long-Term Disability
  
• Medical Bridge Insurance
  
• Critical Illness Insurance
  
• Accident Insurance
  
• Identity Protection
  
• Legal Protection
  
• Pet Insurance
  
• Employee Assistance Program
  
• Fitness Reimbursement
  

Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.