Adoption Specialist

Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers' toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: applies to any personal information you submit. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Solventum is a leading provider of AI-driven clinical documentation solutions powered by speech recognition, natural language understanding, and CDI technologies.

Products in our Fluency portfolio deliver complete clinical documentation and workflow management capabilities, combining advanced front-end speech recognition with integrated productivity-enhancing tools to enable the faster creation of higher-quality clinical reports.

Our speech-driven solutions support a wide range of documentation workflows, helping physicians efficiently capture a complete and accurate patient narrative while improving care quality, compliance, and revenue integrity. These closed-loop reporting solutions optimise the user experience and boost productivity through seamless integration into everyday reporting workflows.

As an established market leader in the global markets, we are now rapidly expanding our presence in Australia. To strengthen our Australian team, we are seeking to appoint an Adoption Specialist for our Clinician Productivity Solutions portfolio.

JOB RESPONSIBILITIES

• The Adoption Specialist's primary responsibility is to drive the success of Solventum clinician-facing technologies by maximising user adoption, satisfaction, education, and measurable customer benefits, based on usage statistics and customer feedback. In doing so, the Adoption Specialist works in coordination with the Solventum project team and manages relationships with end-users (e.g. clinicians, administrators, trainers, and other identified stakeholders).
• Responsible for onsite or virtual optimisation deliverables (e.g. customised training documents, webinar sessions, and/or training videos), ranging from at-the-elbow end-user training to workflow reviews, to identify opportunities for solution enhancements.
• Collaborates with Project Managers, Solution Architects, Technical, Support, and Implementation Specialists to ensure effective project delivery and adoption outcomes.
• Takes operational ownership of assigned customer accounts from project closure through to the end of the contract, acting as their success manager.
• Works alongside the project team during implementation until closure, then assumes full account responsibility post-closure.
• Identifies, documents, and communicates customer requirements through discovery sessions, working with the implementation team to address needs.
• Supports Customer Support functions, including triaging the support inbox, managing imaging-related queries, addressing training gaps, reinforcing speech recognition best practices, and responding to general questions or technical issues.
• Builds strong, ongoing relationships with assigned accounts, ensuring customers have a clear and trusted main point of contact post-project.
• Operates within a buddy/backup system to ensure seamless account coverage during leave or unavailability, keeping the backup Adoption Specialist informed and prepared.
• Position requires approximately 30–40% travel, including visits to Solventum offices and customer sites as needed.

Key Responsibilities

This list of essential functions is not exhaustive and may be supplemented with other duties as needed.

• Drive user adoption, satisfaction, and benefits for Solventum clinician-facing solutions through tailored training, workflow optimisation, and usage analysis.
• Deliver onsite/virtual training (webinars, at-the-elbow, group sessions, videos) during go-live and post-go-live phases.
• Review adoption data with customers, recommend improvements, and track follow-up actions.
• Maintain strong relationships with assigned accounts as primary post-project contact, ensuring seamless communication and timely follow-up.
• Collaborate with project, support, and product teams to resolve issues, address product gaps, and identify enhancement opportunities.
• Troubleshoot and prioritise speech recognition issues, liaising with the speech development team.
• Maintain accurate account documentation, report status to stakeholders, and schedule site visits as required.
• Act as the voice of the customer for technical issues and product improvements.

Specific Complexity: Describe major elements which make this job more complex than usual

• Working with clinicians and healthcare organisations under high time and financial pressure while safeguarding patient care quality.
• Navigating multiple stakeholders with differing objectives.
• Managing complex, highly integrated solutions requiring compliance with hardware, PHI, and regulatory standards.
• Balancing customer expectations with localisation needs and tight turnaround times for documentation and support.

REQUIRED SKILLS & QUALIFICATIONS

Education

• Educated to a high level, preferably degree-qualified, or equivalent relevant experience

Experience

• 5+ years in a clinical outpatient/inpatient environment working with medical transcription and/or speech recognition technologies in direct clinician contact and support roles.
• Nursing experience preferred.
• Experience working with EMR environments and medical transcription technology.
• 3–5 years as a solutions instructor and/or trainer.
• Background in healthcare or healthcare IT, with knowledge of clinical workflows and clinical documentation/improvement processes.
• Skilled in delivering both in-person and virtual training sessions; confident running sessions or demos for physicians and other clinical stakeholders.
• Experience managing multiple customers/accounts concurrently and working with diverse stakeholder groups.
• Familiarity with the Australian public/private healthcare system and Medicare reimbursements.
• Experience working with PHI and using or learning internal support/ticketing systems.

Key Capabilities

• Excellent written and verbal communication skills.
• Quick learner, adept at adopting new technologies and skills.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Strong problem-solving, critical thinking, and listening skills.
• Able to work under challenging deadlines with a positive approach.
• Strong organisational skills with the ability to prioritise and follow through on multiple tasks.
• Ability to explain technical instructions to users of varying technical proficiency.
• Proven follow-through on issues with an emphasis on creating preventative processes and tools.
• Skilled at building meaningful, trust-based relationships with customers.
• Collaborative team player with a service-oriented mindset.

Solventum offers a challenging yet thriving position with significant growth opportunities, in a fast-moving business unit, embedded in an established global organization. We offer a competitive salary package based on experience and achievement. The position will be remote based, but you may be asked to go into the office or customer site(s) as needed.  The position comes with approximately 30-40% travel.

If you want to be part of a thriving, innovative organization that fosters great talent, please submit your resume and salary history by email.

We are an Equal Opportunity Employer

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