Onboarding Manager

Role Overview

The Customer Onboarding Manager is responsible for leading and scaling the onboarding function, owning both the customer experience and the internal team that delivers it. This role manages a team of Onboarding Specialists and EHR Trainers, ensuring new customers are successfully implemented, trained, and live on our EHR and RCM platform.

You will combine leadership, project management, and healthcare expertise to drive consistent, high-quality onboarding outcomes while continuously improving processes and performance.

Key Responsibilities

Team Leadership & Management

· Lead, coach, and develop a team of Customer Onboarding Representatives and EHR Trainers.

· Set clear goals, performance expectations, and onboarding KPIs for the team.

· Conduct regular 1:1s, performance reviews, and training plans.

· Ensure consistent onboarding delivery standards and training quality across customers.

· Build scalable staffing models to support company growth.

Customer Onboarding & Implementation

· Own and manage the full onboarding lifecycle for new EHR and RCM customers, from kickoff through go-live.

· Develop and execute onboarding project plans, timelines, and milestones tailored to customer size, specialty, and complexity.

· Configure workflows, templates, user roles, and system settings in collaboration with internal teams.

· Ensure accurate data migration, interface setup, and validation.

Customer Engagement & Enablement

· Act as the primary customer contact during onboarding, setting expectations and driving accountability.

· Lead onboarding kickoff calls, status meetings, and go-live readiness reviews.

· Deliver or coordinate system training for clinical, billing, and administrative users.

· Proactively identify risks, gaps, or delays and drive timely resolution.

Training & Enablement

· Oversee the design and delivery of EHR and RCM training programs for clinical, billing, and administrative users.

· Ensure training materials, curricula, and delivery methods are standardized and continuously improved.

· Balance live training, virtual sessions, and self-service enablement to drive adoption.

Cross-Functional Collaboration

· Partner closely with Sales, Customer Success, Implementation, Support, Product, and RCM teams to ensure alignment.

· Provide feedback to Product and Engineering based on onboarding trends and customer needs.

· Ensure a seamless handoff to Customer Success Manager post-go live.

Process & Continuous Improvement

· Track onboarding progress, success metrics, and customer satisfaction (e.g., time to go-live, onboarding NPS).

· Identify opportunities to improve onboarding processes, documentation, and tooling.

Qualifications

Required

· 3–6 years of experience in customer onboarding, implementation, customer success, or project management—preferably in healthcare SaaS.

· Strong understanding of EHR, RCM, or healthcare practice operations (clinical workflows, billing, coding, claims, etc.).

· Proven ability to manage multiple onboarding projects simultaneously.

· Excellent communication, organization, and stakeholder management skills.

Preferred

· Experience onboarding physician practices, post-acute, long-term care, or other regulated healthcare settings.

· Familiarity with HL7 interfaces, data migration, or healthcare integrations.

· Experience with onboarding tools, CRM systems, and project management platforms.

Pay: $100.00 - $110.00 per year

Work Location: In person

Salary : $100 - $110