Clinical Specialist (Residential & Outpatient Care)

Department: Clinical

Employment Type: Full Time

Location: Remote - USA

Reporting To: Director of Nursing

Compensation: $90,000 - $110,000 / year

Description

Key Responsibilities

• Engage directly with customers to provide clinical and operational guidance, helping bridge the gap between product education and real-life workflows
• Partner with the Customer Experience team during implementation, onboarding, and ongoing support to ensure best practices are reflected in how customers configure and use the platform
• Partner with the Customer Experience team to help lead or contribute to customer-facing training sessions on clinical and workflow best practices, as part of implementation and ongoing support
• Support CSMs and customers in troubleshooting workflow questions, medication management practices, and documentation practices tied to platform use
• Help customers connect platform capabilities to measurable operational and compliance outcomes, reinforcing the value of the partnership
• Build trusted relationships with customer-side clinical and program leaders (e.g., Directors of Nursing, Medical Coordinators, Residential Directors) as a peer and subject matter expert
• Identify and document workflow gaps, edge cases, and recurring customer feedback; report directly to the Director of Nursing, who carries it into product and clinical strategy discussions

• Support Sales on a case-by-case basis, after discovery, particularly for deals with meaningful clinical complexity, this may include nursing follow-ups or being brought in to help re-engage a stalled opportunity. This is a minor part of the role, generally under 20% of time.
• Directly inform product development by giving the Director of Nursing a comprehensive view of customer feedback; ongoing review of current, new, and in-development features allows this feedback to help shape the final product. No direct ownership of product feature work or UAT.

• Customers see you as a credible, trusted voice, someone who genuinely understands their world, their regulations, and the day-to-day realities of residential and outpatient care
• Customers consistently connect the dots between what the platform can do and how it fits their actual workflows, with you as the bridge
• The Director of Nursing relies on you to surface real workflow gaps and feedback, and your documentation in Confluence becomes a genuine input into how Impruvon improves for this population
• When Sales calls on you, your credibility and clinical/operational authority help move a stalled or clinically complex conversation forward
• You are recognized across Customer Experience as someone who deeply understands residential and outpatient care and elevates the quality and credibility of Impruvon's work with vulnerable populations

Skills, Knowledge and Experience

• 5+ years of experience in a residential or outpatient care setting (IDD, behavioral health, or supported living), in a clinical, quality, compliance, or program leadership capacity. Enough time in the role to have developed a deep, firsthand understanding of how these organizations actually operate.
• Experience within a residential care provider strongly preferred. We're looking for someone who has lived inside the regulatory realities, staffing pressures, and day-to-day operations of residential or outpatient care, not adjacent clinical settings.
• Background may include: active nursing licensure (RN or LPN, preferred but not required), or equivalent experience as a Medical Coordinator, Case Manager, Residential Director, Behavioral Support Specialist, or similar role with deep operational and compliance fluency in residential/outpatient care.
• Demonstrated clinical or operational authority, someone who can speak with credibility about medication management workflows, documentation practices, and regulatory requirements in long-term care or community-based settings.
• Comfort and confidence engaging with clinical and program leadership (e.g., Directors of Nursing, Medical Coordinators, Residential Directors) as a peer and subject matter expert.
• Strong communication skills, with the ability to translate operational realities into clear, actionable feedback, and translate platform capabilities into workflows customers can actually use.
• Technically sound and genuinely comfortable with software. Prior experience with eMAR, EHR, or similar platforms strongly preferred, especially experience with implementation, training, or driving adoption, not just day-to-day use.
• Comfortable occasionally supporting sales conversations is a plus, not required.
• Working knowledge of HIPAA and other relevant healthcare compliance and privacy requirements.
• Occasional travel (~10%) may be expected for conferences or to support CS team trainings. 
  
  

• Customer Satisfaction (CSAT) tied to their engagements
• Net Promoter Score (NPS)
• Customer Health Score contribution for accounts with active engagement
• Quality and actionability of workflow feedback reported to the Director of Nursing (e.g., issues logged, patterns surfaced, follow-through on flagged gaps)

Benefits

• Competitive compensation aligned with experience 
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k)
• Company-paid life, AD&D, STD & LTD insurance
• Lifestyle Spending Account (wellness, personal use, and company swag)
• Flexible PTO + company holidays
• Flexible, remote-friendly work environment
• Mission-driven work with real impact on vulnerable populations
• Opportunity to own and grow a critical function within the company