Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Clinical Product Specialist role serves as a clinical workflow subject matter expert for the organization’s digital care delivery ecosystem, with primary responsibility for athenahealth (EHR) and Salesforce Health Cloud (care management and care coordination). Operating within a value-based care environment, this role ensures clinical and care management tools effectively support population health, care coordination, quality outcomes, and cost-effective care.

This role serves as the connective tissue between Operations, Clinical Solution Development and Product ensuring digital tools effectively support care delivery, population health, and coordinated care workflows. The Specialist partners closely with clinicians, care managers, product, process excellence, and operational teams to optimize system use, adoption, and clinical impact.

This individual ensures that clinical products are configured, integrated, and optimized to support operational workflows, clinical outcomes, regulatory requirements, and business goals. While not responsible for building core software, the role acts as a clinical product lead for clinical systems, proactively reviewing vendor system releases for enhancing our solution delivery capabilities and translating operational needs into functional requirements and ensuring successful delivery, adoption, and continuous improvement.

Key Responsibilities

Clinical Product Expertise & Strategy

• Serve as Clinical Product Owner for assigned platforms maintaining deep functional knowledge of athenahealth and Salesforce Health Cloud, including workflows, configurations, integrations, and data flows.
• Serve as the clinical subject matter expert for tools supporting care management, care coordination, population health, and value-based care operations.
• Understand and support workflows across the continuum of care, including primary care, specialty care, transitions of care, and community-based services.
• Own the product vision and roadmap for systems from an operational perspective.
• Balance product capabilities, internal tech constraints, regulatory requirements, and operational needs.
• Partner closely with Clinical Solution Specialists, Product Management and Engineering to align products with broader platform strategy and architecture.
• Serve as a trusted resource for end-user questions, issue triage, and workflow guidance.

Value-Based Care & Clinical Workflow Optimization

• Partner with clinicians, care managers, and operational leaders to optimize workflows that support value-based care models (e.g., care gaps, risk stratification, care plans, utilization management).
• Translate clinical, quality, and operational requirements into product enhancements, configuration changes, and workflow improvements.
• Support development and maintenance of standardized documentation, care plans, templates, and clinical decision support aligned with quality and performance measures.

Operational Enablement & Workflow Design

• Translate operational workflows into system configuration, rules, and integrations.
• Partner with Operations, Clinical, and Compliance stakeholders to:
• Document current and future-state workflows
• Identify gaps, inefficiencies, and automation opportunities
• Ensure systems support scalability, quality, and regulatory compliance (e.g., HIPAA, CMS requirements).

Technical & Product Collaboration

• Act as a liaison between clinical teams, care management, product, IT, analytics, and leadership.
• Clearly communicate clinical and workflow needs to technical teams and product partners.
• Contribute clinical insight to strategic initiatives related to digital transformation and value-based care delivery.
• Work closely with Engineering and Product teams to:
• Define integration requirements (APIs, data flows, interoperability)
• Support build vs. buy decisions
• Ensure vendor systems fit into the broader product ecosystem
• Evaluation of system upgrades, releases, and integration changes
• Create and maintain artifacts such as:
• User stories and acceptance criteria
• Configuration documentation
• Data and integration requirements
• Participate in sprint planning, backlog grooming, and release coordination as needed.
• Own end-to-end clinical delivery for product-related initiatives:
• Requirements → configuration → testing → launch → adoption
• Participate in user acceptance testing (UAT), workflow validation, and go-live readiness activities.
• Assess change impacts and support communication and training plans to minimize disruption to care delivery.
• Support ticket organization and maintenance to ensure development and operational expectations are aligned.

Product Training, Adoption & Continuous Improvement

• Support the development of training materials, workflows, job aids, and best-practice documentation tailored to clinical and non-clinical users.
• Partner with Operations and Training teams to support rollout, change management, and adoption.
• Define and track success metrics (e.g., workflow efficiency, data quality, utilization, SLA performance).
• Collect and synthesize feedback from clinical and care management users to identify usability issues, workflow gaps, and enhancement opportunities.
• Partner with product and analytics teams to leverage EHR and care management data for quality improvement, population health, and performance monitoring.
• Support the use of dashboards, reports, and metrics related to care management activities, outcomes, and value-based performance.

Risk, Compliance & Quality

• Ensure system use and clinical workflows align with regulatory requirements, documentation standards, and value-based care program expectations.
• Support quality reporting, audits, and performance improvement initiatives related to care coordination and care management.
• Stay current on best practices in value-based care, population health, and health IT.

Vendor Management & Enablement

• Act as the primary operational liaison with external vendors.
• Evaluate vendor enhancements and roadmap alignment with business needs.
• Supports vendor implementations, upgrades, and migrations led by Technology and in partnership with Operations.

Required Qualifications

• 5+ years of experience in Product Operations, Product Management, Business Systems, or Operations roles.
• Clinical background with experience in care delivery, care management, or care coordination (e.g., RN, LCSW, LMSW, or equivalent clinical experience).
• 3+ years of experience working in a healthcare setting, with hands-on exposure to EHRs and/or care management platforms.
• Demonstrated experience supporting or optimizing clinical workflows within an EHR or care management system.
• Strong understanding of care coordination, care management, and population health workflows in a value-based care environment.
• Experience collaborating cross-functionally with clinical, operational, IT, and product teams.
• Ability to translate clinical and operational needs into clear system requirements, workflows, and training materials.
• Strong communication and presentation skills, with the ability to train and support both clinical and non-clinical users.
• High level of comfort with technology and learning new systems and tools.

Preferred Qualifications

• Experience working in value-based care models, such as ACOs, capitated arrangements, or risk-based contracts.
• Hands-on experience with athenahealth and/or Salesforce Health Cloud (or Salesforce CRM in a healthcare context).
• Background in clinical informatics, health IT, or healthcare operations.
• Experience supporting EHR implementations, optimizations, upgrades, or care management system rollouts.
• Familiarity with quality measures, care gaps, risk stratification, utilization management, and population health reporting.
• Experience developing training programs, workflows, job aids, or clinical documentation standards.
• Exposure to change management, user adoption strategies, or continuous improvement initiatives.
• Experience working with interdisciplinary care teams across the continuum of care.

Core Competencies

• Product thinking with an operational mindset
• Workflow design and process optimization
• Technical fluency (without needing to code)
• Clear communication and influence
• Data-driven decision making
• Strong collaboration and stakeholder management expertise

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.