Position Summary
The Keplr Care System Support Specialist is responsible for supporting practices in the rollout and use of the Keplr Care System across the organization. This full-time virtual role focuses on driving successful adoption, reinforcing Keplr Way behaviors, and partnering closely with Keplr Academy trainers. The specialist provides hands on virtual support to practice teams, strengthens system knowledge, and fosters consistent workflows that align with the Keplr Care model. This position requires strong communication skills, both written and oral, and the ability to remain on camera during support sessions and meetings. Ideal candidates have experience working in an optical practice, preferably in a leadership capacity, and bring a strong foundation in operational workflows and patient care processes.
Key Responsibilities
Training and System Support
- Reinforce Keplr Way behaviors through consistent coaching and modeling during system use.
- Provide virtual support for practices during rollout, activation, and ongoing adoption of the Keplr Care System.
- Work side by side with Keplr Academy trainers to deliver aligned guidance, answer questions, and ensure clarity for practice teams.
- Support the creation and updating of training materials including job aids, guides, and workflow references.
- Partner with internal teams to support system configuration and data collection.
- Deliver virtual sessions that build confidence and help teams apply system workflows in their day-to-day operations.
- Track support sessions, questions, and follow up items to ensure timely resolution.
- This role also supports various legacy systems involving operational maintenance including license updates, pricing adjustments, system access, and limited equipment integrations across multiple platforms.
Practice Readiness and Adoption
- Guide practices through transition periods by responding to questions, addressing obstacles, and reinforcing correct workflows.
- Collaborate with practice leaders to identify areas where additional coaching or support is needed.
Communication and Collaboration
- Communicate clearly with practice teams, trainers, and leadership regarding progress, questions, and challenges.
- Elevate trends, insights, and opportunities for improvement to the Keplr Academy and Keplr Care System teams.
Quality, Follow Up, and Documentation
- Review practice performance indicators related to system adoption and identify areas of risk or opportunity.
- Contribute recommendations to strengthen rollout plans, workflow clarity, and ongoing training resources.
Virtual Expectations
- Maintain a reliable remote work environment that supports on camera interaction throughout meetings, trainings, and support sessions.
- Demonstrate professional presence on camera and consistent engagement with practice teams.
- Manage time effectively in a fully virtual setting while balancing live support with preparation and follow up activities.
Qualifications and Skills
- Strong attention to detail and the ability to manage multiple priorities in a virtual setting.
- Able to work independently while partnering with cross functional teams.
- Able to adapt quickly to change and support teams in dynamic environments.
- Strong verbal and written communication skills with the ability to explain processes clearly.
- Proficiency with Microsoft Teams, Outlook, Word, Excel, and PowerPoint.
- Comfortable facilitating virtual sessions and coaching individuals and groups.
Experience
- Minimum 3 years of experience working in an optical, optometry, or healthcare practice.
- Leadership experience strongly preferred, including roles such as practice manager, lead optician, lead technician, or trainer.
- Experience supporting adoption of new systems, workflows, or team development preferred.
