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Clinical Implementation Specialist

Customer Services - Support & Training
CLI000OS Requisition #


As a member of the Elsevier Customer Success Implementation Team the primary focus of the role is on executing successful single- and multi-product implementations for our Patient Engagement customers and managing re-engagement programs for large, at-risk accounts. 


The Clinical Implementation Specialist coordinates project tasks, manages internal and external timelines, established project milestones, and communicates project status to key stakeholders.   Individuals in this role must be prepared to lead projects across the Clinical Solutions portfolio, including Elsevier Performance Management, Clinical Reference, and Patient Engagement products. 


The Clinical Implementation Specialist ensures that a high level of service satisfaction is experienced among our clients and that their unique goals and initiatives regarding the products they purchased are successfully achieved. The ability to build and nurture value-based relationships and keep open lines of communication both internally and with our most demanding and high-profile clients will be crucial to success.


A proven clinical background along with strong project, client, and people management experience are required. This person should have significant customer service or consulting/implementation support experience in hospital settings.


The role reports to the Director, Customer Success and is located in Philadelphia, PA.


Main Activities and Responsibilities



Management of Product Implementation and Re-engagement Projects
§ Ensure delivery according to project timelines
§ Establish project milestones and coordinate project tasks 
§ Hold key internal and external stakeholders accountable for completion of mission critical items 
§ Update, organize, and maintain accurate project plans 
§ Lead clients virtually and on-site 
§ Foster team collaboration
§ Asses and evaluate client requirements against scope of project
§ Work in collaboration with Product, Technology, and Subject Matter Experts to schedule their delivery of relevant product and functionality assistance




Client Satisfaction
§ Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication
§ Successfully manage client expectations 
§ Detect potential issues and implement solutions when challenges threaten to impact customer satisfaction 
§ Communicate authentically and build strong relationships with customer contacts




Tracking and Metrics
§ Track and measure all implementation statistics 
§ Report progress to both internal and external teams
§ Provide recommendations for process improvements and support action plans to execute on approved program enhancements



 Functional and Technical Competencies

  • Excellent communication skills required.
  • Must be able to effectively balance and prioritize various priorities and tasks.
  • Excellent follow-up skills and attention to detail required.   
  • Must have the ability to manage multiple deadlines.
  • Strong use of Microsoft Excel, PowerPoint, and Word.

Education, Knowledge, Skills and Experiences

  • Clinical background and experience providing direct patient care (RN or similar degree)
  • Minimum of five years experience in customer engagement/service, or consulting/implementation support for hospital customers
  • EHR implementation/informatics experience (Epic, Cerner, etc.)
  • Customer focus
  • Project management experience
  • Team player. Ability to effectively collaborate within a matrix organization
  • Highly motivated change agent and problem solver
  • Integrity and honesty
  • Willingness to travel to customer sites as required (30% of time)
  • Project Management Professional (PMP) certification a plus

Elsevier is the world's leading provider of scientific, technical and medical (STM) information, tools and resources. A global company based in Amsterdam, Elsevier partners with scientists, researchers, healthcare providers, educators and decision-makers in academic institutions, governments and corporations to help them find, evaluate and use information. Our breadth of content is unparalleled, spanning virtually every STM field in the world and includes such distinguished brands as Gray's Anatomy, The Lancet and Cell. Using innovative technology, we deliver our content through tools that help our customers be more productive and successful in their work. ScienceDirect delivers the worlds' leading journals electronically to over 11 million readers in 200 countries. And physicians in 95 percent of teaching hospitals rely on ClinicalKey to get critical information that can save lives. Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.


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