Clinical Enablement Associate

Job description

Who are we Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care. We exist to double healthcare’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages. Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare. Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others. We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge? The role As a Clinical Enablement Associate, you sit within the Clinical Enablement team, working closely with regional Customer Success teams to shape how clinicians experience Heidi. You'll review real clinical documentation and translate it into high-quality, customisable Heidi templates and PDF forms - understanding not just what a template or form should contain, but why a clinician documents the way they do. Your work covers the full customer journey: building templates and forms at onboarding, keeping existing accounts healthy and safe over time, and supporting the workshops and self-serve content that help clinicians build capability of their own. This is the entry point into Clinical Enablement. You'll work closely with a Clinical Enablement Specialist, who owns the education and governance frameworks - your role is to apply them day to day and feed back what's working. It's a strong fit for an early-career clinician who's sharp, organised and comfortable holding a queue across regions and account tiers - someone who can tell a customer honestly what's achievable and why. What you’ll do: - Use your clinical knowledge to review clinical document examples provided by our users and transform them into high-quality templates and forms that are compatible with Heidi. - Collaborate with Heidi’s Customer Success and Go-to-Market teams to understand user’s clinical requirements and develop new templates and forms during customer onboarding. - Support ongoing account health checks - reviewing template and form usage, flagging unsafe or non-compliant templates, and escalating clinical safety issues to the Clinical Safety and product teams. - Help deliver template and form workshops and contribute to the LMS content and guides that the Clinical Enablement Specialist team builds, so clinicians and internal team members can self-serve rather than queue every request. - Triage and respond to user enquiries in intercom with clinical understanding and product knowledge, investigating edge cases and escalating patterns and learnings to the Clinical Safety and product teams. - Manage your own workload across regions, account tiers and urgency levels, flagging early when volume or complexity needs escalation. - Develop a working knowledge of Heidi's product and how clinicians use it across specialties, settings and workflows, across regions including Australia, the UK, Europe, the US and Canada. - Learn to use a wide variety of AI and software tools to help you work more efficiently. What we will look for: - Early-career medical, nursing, allied health, mental health, veterinary or dental professionals looking to start a career in health-tech with a focus on AI and content. Non-clinicians won't be considered for this role. - A quick learner who can pick up Heidi's product fast and work autonomously with high accountability. - Sharp attention to detail that holds under volume - this is careful, methodical work, and your output needs to stay reliable when the queue is long. - Highly organised, with strong written and verbal communication - comfortable telling a user directly what's achievable, what the trade-offs are, and why. - Sound judgement that goes beyond following process - you know when something's straightforward and when it needs a conversation first, and you flag early when it's more complex than it looks. - Comfortable with ambiguity - you don't need every rule written down before you start, and you help improve the process for next time. - Genuine excitement about Heidi's mission and the potential of AI in healthcare. - Prior experience with tools like Notion, Loom, Intercom, ChatGPT or Claude is an advantage but not required. What do we believe in? Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership. - Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters. - Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character. - Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on. - Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output. Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering. Why you should join Heidi - Real product momentum. We’re not trying to generate interest, we’re channeling it. This is a rare chance to create a global impact as you immerse yourself in Australia’s fastest growing start-up. - Unmatched impact. Play a pivotal role at a critical growth moment - all while working on a product that delivers tangible value to clinicians and patients every day. - Work alongside world-class talent. Join a team of operators and builders who’ve scaled unicorns. - Global reach. Help shape our international expansion as we bring Heidi to key international markets. - Growth and balance. Enjoy a personal development budget, dedicated wellness days, and your birthday off to recharge. Heidi's commitment to Diversity, Equity, and Inclusion Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and are proud to welcome all applicants as we're committed to promoting a culture of opportunity for all. Help us reimagine primary care and change the face of healthcare in Australia and then around the world.