CyraCom’s Implementation Specialist is responsible for the implementation of the company’s phone and video interpretation services at various client sites around the United States. Working with our Sales and Account Management teams, the Implementation Specialist ensures that CyraCom clients receive the education and equipment support needed for a successful client partnership. This position is responsible for project planning and execution activities for new and existing clients, both healthcare and non-healthcare.  These activities include (but are not limited to) facility needs assessments and equipment audits, end-user education and technical troubleshooting (both onsite and remote), and implementation of all requested services. At CyraCom, your work makes a difference for people around the US each day, as you work with a team of diverse and passionate professionals to contribute to our mission: providing greater access to people who need language support. This is a remote position with expectation of 75% + overnight travel to various client sites around the continental US.

What You'll Do:

Function as a subject matter expert on language services access options, technical requirements and capabilities for voice and video interpretation, equipment functionality (phone and video), integration of CyraCom services, and compliance requirements for both clinical and non-clinical clientsPlanning and coordination of client site activities, including project planning and onsite project management. Responsible for directing / overseeing successful integration of CyraCom services across all client locations in order to meet or exceed projected usage goalsConsulting with Client stakeholders on current access methodologies and proposing recommendations for maximizing effectiveness and efficiency in the utilization of CyraCom’s full suite of services. Identifying areas of growth opportunity / expansion within accounts, including areas in need of improved access, compatible technologies, or alternative access methodsIn-service education to clinical and non-clinical client staff, consisting of utilization of CyraCom phone and video interpretation services, along with industry best practices and compliance with federal guidelines and client language services policies. Training schedule may include overnight in-person training to accommodate night-shift client personnelFlexibility and ability to modify, change, and adjust plans and strategies on short notice in order to meet client expectations and adapt to uncertainties within the client environmentEquipment (phone and video) assembly, placement or replacement, connectivity and capability testing and troubleshooting, and inventory at client sitesReporting capabilities, including report generation through internal reporting portals, as well as written client-facing reports of activities and project status, and timely delivery of reports to client contacts and / or supervisorMaintaining valid credentials in compliance with major Vendor Credentialing services, including healthcare-related requirements such as Annual Influenza boosters, TB Test results, COVID requirements, and proof of compliance training including HIPAA and Blood-borne Pathogens to ensure access to various client locationsUnderstanding and usage of Concur applications in order to schedule travel to client locations, and to manage and report expenses incurred while traveling and working away from homeExercise discretion and independent judgment in matters related to client information confidentiality, patient privacy, and ethics (internal and external)Attend all required trainings and departmental meetings as scheduledUse standard office equipment such as telephones, computers, copiers, smart phones, tablets and fax machinesUse MS Office applications such as Outlook, Word and Excel. Also uses SharePoint, Workday, and SalesForce applications in the course of regular business operationsAll employees are required to perform the following essential functions:  demonstrate predictable, reliable and timely attendance; follow written and verbal directions and complete assigned tasks on schedule; read, write and communicate in English; communicate in person and by telephone in accordance with CyraCom policy; learn from directions, observations and mistakes; interact appropriately with others including co-workers, supervisors and customers; and work with supervision, receiving instructions/feedback, coaching/counseling and/or corrective action.
 

Who You Are:

Strong knowledge of information and communications systems and ability to identify related client needs and sell appropriate solutions.Knowledge of CyraCom policies, procedures and guidelines and ability to follow them.Excellent spoken and written conversational skillsAbility to use Word, Excel and any other programs that may be needed (including Concur, Workday, and proprietary CyraCom Account Management software)Ability to compose professional emails and client-facing reportsGeneral technical ability – laptop / tablet / smartphoneAdvanced technical ability preferred (familiarity with various types of telephony, voice and video, SIP)Ability to work independently with limited direct supervisionSkilled at communicating effectively with a diverse client base.Skilled at critical thinking and problem resolution.Ability to constructively represent the companyStrong attention to detail and accuracyAbility to remain flexible while meeting deadlines in a fast-paced environmentAbility to travel away from the primary office location, including overnight staysAbility to efficiently manage independent travel booking and expense management according to corporate policies

Other Duties & Responsibilities:

Exercises a high degree of professionalism and self-motivation using personal initiative to identify and recommend best practices.Demonstrates a continued commitment to professional education and industry best practices.Performs all other duties as assigned.

Minimum Qualifications:

High school diploma, GED or equivalent with some post-secondary college or technical school education in Business Administration, Software Engineering, Networking or directly related field; strong personal computing, smart phone and tablet skills; or any equivalent combination of directly related education and experience.Candidate must be able to travel on commercial U.S. airlines, and must be able to rent cars for project transportation. Travel and expense management training will be provided at New Hire Training.Preferred:  Training experience, healthcare background and/or phone system expertise.

Why Work for CyraCom?

CyraCom International, Inc. is the leading provider of language interpreting services and operates the most extensive network of large-scale employee interpreter contact centers in the industry. CyraCom impacts the lives of millions in the United States by connecting those with limited English proficiency to critical services. In business since 1995, CyraCom services thousands of clients throughout the US and Canada. The Company was named to the Inc. 5000 list of fastest growing private companies in the United States for a ninth year in a row and eleventh time overall in 2017.

“We make a difference every day.” 

CyraCom team members help thousands of people communicate every day by removing cultural and linguistic barriers in all levels of every day conversation. We ensure high levels of accessibility by providing interpretation services over the phone, through video, and on-site at our client locations. We work relentlessly to provide the support and infrastructure necessary to ensure people can communicate at a moment’s notice, because at any time our service could be needed in a life-saving event. Our hundreds of clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.

Our employees most often say three things:

Culture: You have the resources of a large company with the flexibility and excitement of a start-up.

Impact: Your contributions matter; people notice the changes and improvements you create.

Meaning: Your work ultimately helps improve the lives of millions in the United States – CyraCom helps those who cannot communicate normally to access to healthcare and other vital services.

Company Culture

We value our employees and believe that an enjoyable work environment is beneficial to all. Here are some ways we contribute to that goal:

We celebrate our diverse workforce.We encourage our employees’ professional and personal growth, including tuition reimbursement and internal promotionsWe provide a “business casual” dress code (with “casual Fridays”).

Benefits & Compensation Highlights

CyraCom provides a generous menu of benefits from which you can pick and choose what is best for you and your family, including Medical, Rx, Dental, Vision, Life, AD&D, Disability, 401(k), Paid Time Off, Employee Assistance, Employee Referral Program, Tuition Reimbursement, and professional development. CyraCom also provides competitive salaries. This role typically starts at a base annual salary of $55,000.00 - $60,000.00.

WORKING CONDITIONS:
Physical Demands:  This position requires a medium level of physical demand, exerting 20 to 50 pounds of force occasionally, and/or 10-25 pounds of force frequently, and/or up to 10 pounds of force constantly.  This position is required to continuously see; frequently hear, talk, bend/stoop, walk and stand; and occasionally sit, climb stairs, kneel, squat, finger, feeling (touch), operate controls with feet and hands (driving). 

Environmental Factors:  This position works in a healthcare facility environment with a moderate level of noise.

Equipment Operated:   Personal computer, printer, smart phone, tablet, fax, copier and telephone equipment.
 

Duties not listed in this position description may be required of the employee at the discretion of management. The Implementation Specialist may delegate all or any of their duties to qualified personnel; however, such delegation does not relieve them of overall responsibility and accountability for the successful conduct of those duties.