Onboarding Account Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee a portfolio of roughly 6–10 active onboarding accounts.

• Act as the main contact from contract signing through to the completion of onboarding.

• Execute Getting Started Calls (GSCs) to evaluate practice workflows, specialties, staffing structures, learning preferences, and onboarding needs.

• Set onboarding expectations, milestones, and timelines.

• Handle all client communications via email, phone, and Zoom.

• Conduct regular check-ins with clients during the onboarding process.

• Track client satisfaction and proactively spot potential issues.

• Report risks and concerns to leadership as necessary.

• Assist clients with go-live preparation and readiness.

• Facilitate and/or coordinate the entire onboarding process, which includes:

• Getting Started Call (GSC)

• Billing Setup Call

• Account Configuration

• EHR Documentation Training

• Billing Training

• Insurance Training

• Specialty Training

• Dress Rehearsal

• Tailor training sessions based on specialty, workflow, documentation needs, and billing processes.

• Ensure clients are clinically and billing-ready before graduation.

• Provide same-day post-session summaries with SMART action items.

• Keep precise documentation of all onboarding activities in Momentum CRM.

• Collaborate with Revenue Cycle Management (RCM) teams to arrange and fulfill billing-related onboarding requirements.

• Confirm completion of:

• EDI enrollment

• ERA setup

• CMPay/Fortis activation

• Collaborate with:

• CredEdge (Credentialing)

• PatientHub

• CMPay

• Billing Operations

• Ensure that all onboarding workstreams stay aligned and on schedule.

• Identify discrepancies in onboarding scope and communicate findings early in the implementation process.

• Participate in or lead graduation reviews.

• Distribute and monitor Fire Onboarding Surveys.

• Address client concerns identified through survey responses within 48 hours.

• Complete graduation readiness verification, including:

• EDI confirmation

• Active payment processing

• Billing training completion

• Dress rehearsal completion

• Client confidence assessment

• Prepare and conduct account handoffs to the Retention team.

⛳️ Requirements

• Must be located in the United States and available to work during standard U.S. business hours.

• At least 2 years of experience in SaaS onboarding, implementation, or client success.

• Proven experience managing client relationships and taking ownership of customer accounts throughout the onboarding journey.

• Familiarity with healthcare technology, EHR software, or medical billing environments.

• Strong grasp of Revenue Cycle Management (RCM), including:

• Claims lifecycle

• ERA/EDI processes

• Insurance verification

• Fundamentals of CPT and ICD-10 coding

• Exceptional written communication abilities.

• Strong skills in presentation, training, and Zoom facilitation.

• Preferred:

• Experience with chiropractic, physical therapy, or behavioral health practices.

• Experience onboarding insurance-based healthcare practices.

• Familiarity with EHR and practice management platforms like ChiroTouch, AdvancedMD, DrChrono, Jane, OptiMantra, or similar systems.

• Experience leading go-live training sessions and dress rehearsals.

• Experience managing client escalations and resolving customer issues.

• Knowledge of CMPay, Fortis, or other healthcare payment processing solutions.

• Experience with credentialing and payer enrollment processes.

• Proficient in using CRM platforms such as Salesforce, Momentum, HubSpot, or similar systems.

• Bilingual proficiency in English and Spanish.

🏝️ Benefits

• Must have a stable internet connection with a minimum of 20 MBPS.

• Must have a mobile data plan as a backup.

• Must be comfortable working during U.S. business hours.

• Must own a PC or laptop with at least 16 GB of memory.