Knowtex

Business Development Rep

• Generate qualified pipeline through outbound prospecting and inbound lead follow-up
• Research and identify prospective healthcare organizations, clinical leaders, and decision-makers
• Execute personalized outreach across email, phone, and LinkedIn
• Qualify prospects by understanding their clinical workflows, documentation challenges, and decision processes
• Book meetings and hand off qualified opportunities to leadership partners
• Maintain accurate pipeline tracking and activity logging in our CRM
• Collaborate closely with Sales, Marketing, Product, and Leadership to refine messaging and targeting
• Share feedback from prospects to help inform product positioning and GTM strategy
• Support experiments around outbound motion, messaging, and vertical targeting as we scale

Business Development Representative

Customer Support

• Design clinical workflows optimized for ambient documentation across specialties
• Configure documentation templates for oncology, orthopedics, gastroenterology, and other specialties
• Validate AI-generated notes against E&M coding requirements and MDM levels
• Lead Epic Community Connect and Nordic partnership implementations
• Train clinical staff on best practices for voice documentation
• Develop specialty-specific implementation playbooks
• Collaborate with ML teams to improve clinical accuracy and relevance
• Support Clinical Decision Support (CDS) Console deployments
• Analyze documentation patterns to identify optimization opportunities
• Interface with EMR vendors for certification and integration requirements

Customer Support Specialist

Program Manager

• Design and lead support program infrastructure
• Manage technical issue resolution and escalation
• Directly manage Customer Support Technician and recruit new talent
• Build and maintain knowledge base to reduce ticket volume
• Monitor customer health indicators and coordinate retention interventions

Customer Support Program Manager

Implementation Specialist

• Conduct live virtual training sessions for VA clinicians across specialties (physicians, NPs, PAs, pharmacists, mental health providers)
• Deliver train-the-trainer sessions to build capacity among Site POCs and Clinical Champions
• Lead virtual office hours and Q&A sessions providing just-in-time support and peer learning opportunities
• Provide one-on-one coaching for clinicians struggling with adoption or complex workflow scenarios
• Adapt training delivery based on audience needs (primary care vs specialty, tech-savvy vs novice users)
• Coordinate training schedules with Site POCs and VA Training Management System (TMS) administrators
• Track training attendance, completion rates, and satisfaction scores
• Gather feedback from training participants to inform continuous improvement
• Assist in updating training materials based on product updates and user feedback
• Support integration of Knowtex training into VA's formal education infrastructure (ILEAD, TMS)
• Identify and recruit Site Champions who can accelerate adoption within their facilities
• Develop Champion engagement strategies and provide ongoing mentorship
• Facilitate peer learning sessions where successful users share best practices
• Create and maintain a Clinical Champion community of practice
• Serve as the credible clinical contact for VA clinicians, Site POCs, and department leads
• Conduct clinical workflow assessments at VA sites to identify integration opportunities and barriers
• Provide specialty-specific guidance on integrating ambient AI into clinical documentation workflows
• Address clinical concerns and questions from frontline providers with empathy and clinical credibility
• Participate in VA medical staff meetings and clinical leadership forums as needed
• Monitor user feedback and star ratings to identify clinical quality concerns
• Review AI-generated documentation examples with users to ensure clinical accuracy and completeness
• Escalate patient safety concerns or documentation quality issues to leadership promptly
• Support clinical quality assurance activities including chart reviews when requested
• Help clinicians understand best practices for reviewing and editing AI-generated notes
• Guide clinicians through pre-encounter setup, template selection, and workflow optimization
• Troubleshoot clinical workflow challenges (consent processes, template usage, EHR integration touchpoints)
• Translate clinical practice realities into actionable feedback for Product and Engineering teams
• Support development of specialty-specific workflows and templates based on frontline insights
• Support site go-lives by providing clinical presence during launch periods
• Conduct post-training check-ins with clinicians to identify early adoption barriers
• Monitor activation rates, recording initiation rates, and early utilization patterns
• Deploy targeted interventions for users who haven't activated or recorded within expected timeframes
• Participate in Site POC Information Forums, sharing insights and gathering barrier feedback
• Track user engagement metrics (30-day active users, recording frequency, sustained use rates)
• Identify struggling users or low-adoption sites requiring targeted support
• Conduct proactive outreach to at-risk users (non-activators, inactive users, declining usage)
• Implement "we miss you" campaigns and re-engagement strategies
• Document successful adoption strategies and share across implementation team
• Collect and categorize implementation barriers from Site POCs, users, and support tickets
• Conduct root cause analysis on recurring clinical workflow or adoption challenges
• Escalate systemic barriers to Director of Customer Delivery with recommended solutions
• Collaborate with Support team to resolve technical issues affecting clinical workflows
• Participate in sprint retrospectives and continuous improvement discussions
• Track and report on training metrics (attendance, satisfaction, time-to-activation)
• Monitor clinical quality indicators (star ratings, user feedback themes, editing patterns)
• Collect qualitative feedback during office hours and site visits
• Document best practices and case studies from high-performing sites
• Support quarterly RE-AIM evaluation data collection activities
• Prepare site-specific utilization summaries for Site POCs
• Contribute clinical insights to weekly team reports
• Document lessons learned and recommendations for training/implementation improvements
• Participate in customer business reviews when clinical perspective is needed

Clinical Implementation Specialist

• Build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters.
• Responsible for the entire support lifecycle—from initial troubleshooting to systemic problem identification, team building, and continuous improvement.
• Hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale.
• Work at the intersection of healthcare, technology, and operations—balancing urgent user needs with long-term strategic planning.

Customer Support Lead

Onboarding Specialist

• Design and implement a comprehensive onboarding program that can scale from 200 to 7,500 users in 90 days while maintaining 80%+ activation rates within 7 days of training
• Create both synchronous and asynchronous training pathways that serve clinicians across experience levels, specialties, technical proficiency, and geographic locations (urban VAMCs to rural CBOCs)
• Develop training materials, job aids, video tutorials, and support documentation that meet Section 508 accessibility compliance standards
• Build the Site Point of Contact (POC) engagement model, including weekly information forums, office hours, and barrier mitigation processes
• Establish metrics, dashboards, and reporting systems aligned with the RE-AIM evaluation framework (Reach, Effectiveness, Adoption, Implementation, Maintenance)
• Partner with VA leadership, ILEAD (Institute for Learning, Education and Development), and VA Training Management System (TMS) teams to integrate Knowtex training into VA's ecosystem
• Achieve and maintain target metrics: 80% activation rate within 7 days of training, 80% recording initiation rate within 7 days of activation, 75% utilization rate across eligible appointments, 85%+ training satisfaction scores, 75% user retention at 90 days post-training
• Identify, recruit, and develop Site Champions - peer advocates who accelerate adoption within their facilities
• Conduct root cause analysis on low-adoption sites and deploy targeted interventions to overcome barriers
• Monitor equity metrics to ensure consistent access and outcomes across rural/urban sites, specialties, and clinician demographics
• Lead executive stakeholder engagement, presenting data-driven insights to VISN leadership and VA executives
• Design and facilitate virtual office hours, Q&A sessions, and community building events
• Monitor implementation fidelity across 9 VISNs and dozens of VA sites, ensuring consistent quality while allowing for necessary local adaptations
• Collect, categorize, and prioritize implementation barriers through Site POC forums, support tickets, and user feedback
• Collaborate with Product, Engineering, and Support teams to translate user insights into product improvements and support enhancements
• Ensure all training materials, recordings, and documentation meet Section 508 accessibility standards through regular audits
• Track cost efficiency metrics (license utilization, cost per note generated, training resource efficiency)
• Develop strategies to maintain 75%+ user engagement beyond 90 days post-training
• Integrate Knowtex training into VA's new hire onboarding processes, achieving 100% of new clinicians trained within 30 days
• Create a content management system that enables continuous improvement of training materials based on user feedback, feature updates, and workflow evolution
• Build train-the-trainer programs that enable Site POCs and Champions to provide frontline support
• Document and disseminate best practices from high-performing sites across the enterprise
• Develop the organizational infrastructure to scale from 7,500 to 150,000 users over 3 years
• Conduct daily reviews of critical metrics: active users, notes generated, system uptime, support tickets
• Perform weekly analysis of utilization trends, training effectiveness, Site POC engagement, and emerging barriers
• Deliver monthly reports on comprehensive Reach metrics, equity analysis, implementation quality, and strategic recommendations
• Lead quarterly RE-AIM framework assessments with complete data analysis, ROI calculations, and strategic planning
• Use data to drive continuous improvement in training content, support models, and engagement strategies

Business Development Representative

Customer Support Specialist

Customer Support Program Manager

Clinical Implementation Specialist

Customer Support Lead

Client Onboarding Success Strategist