Customer Onboarding Specialist

Customer Onboarding Specialist

Location: This position is fully remote with quarterly travel required to support new customer implementations, site readiness activities, and in-person onboarding support. Residing in Florida is preferred.

The Customer Onboarding Specialist serves as the implementation lead and early partnership quarterback for new evolvedMD customers. This individual is responsible for translating contractual intent into operational reality — guiding customers through onboarding, aligning stakeholders, designing site-specific workflows, and ensuring both customer teams and evolvedMD clinical staff are prepared to successfully deliver care within the Collaborative Care Model (CoCM).

This role is primarily implementation-focused, with approximately 65–70% of time dedicated to implementation ownership and workflow execution and 30–35% focused on structured training and readiness activities for both customers and internal clinical teams.

Compensation

• First year compensation $75,000 to $90,000 annually (DOE) 
• Metric driven bonuses
• $1,200 annual technology allowance
• 401(k) company match up to 3%

Qualifications

Required

• 3+ years of experience in one or more of the following:
  • Enterprise onboarding
  • Strategic account management
  • Healthcare implementation
  • M&A integration
  • Health system operations
  • Enterprise account onboarding
  • Strategic account management
  • Health system partnership implementation
  • Cross-functional enterprise program leadership
• Experience working with complex, multi-stakeholder organizations.
• Demonstrated success leading cross-functional initiatives independently.
• Strong executive presence and communication skills.
• Proven ability to manage ambiguity and build process from scratch.

Preferred

• Experience with Collaborative Care Model (CoCM) or integrated behavioral health
• EHR implementation experience (Athena, Epic, Cerner, etc.)
• Experience training clinical teams
• Experience partnering with healthcare systems or large provider groups

What Success Looks Like

• Strong stakeholder alignment and executive sponsorship early in the engagement
• Clearly documented workflows and rules of engagement
• Successful deployment and integration of evolvedMD clinical team members
• High engagement and buy-in across practice teams
• Clinical teams prepared and confident at go-live
• Smooth transition from onboarding to Account Management
• Early indicators of clinical, operational, and partnership value and potential barriers

Key Responsibilities

Customer Implementation & Activation

• Lead the full implementation lifecycle from contract signature through go-live and stabilization
• Develop and manage timelines, milestones, and success metrics
• Facilitate implementation meetings with executive, operational, and clinical stakeholders
• Establish rules of engagement and communication cadences
• Identify risks early and proactively drive resolution
• Ensure customers meet operational, clinical, and billing readiness requirements

CoCM Education & Workflow Design

• Educate customers on CoCM workflows, documentation expectations, and billing requirements
• Translate requirements into practical frontline workflows
• Design site-specific workflows aligned with CoCM standards and local operations
• Ensure alignment across scheduling, referral pathways and behavioral health screening
• Maintain clear documentation of customer-specific workflows
• Translate customer workflows into internal guidance for BHMs, Care Coordinators, Clinical Managers, and Psychiatric Consultants
• Train clinical teams on scheduling, documentation nuances, and communication pathways
• Ensure teams are prepared to operate confidently on day one

Relationship Building & Cross-Functional Coordination

• Build trusted relationships across executives, clinical leadership, and frontline staff
• Navigate complex multi-stakeholder environments
• Partner with Clinical, Operations, Billing, IT, Talent, and Marketing teams
• Serve as the bridge between customer expectations and internal execution

Post-Go-Live Stabilization

• Support early ramp-up and workflow adoption
• Identify optimization opportunities and reinforce training
• Partner with Account Management for transition into long-term ownership

Core Competencies

• Strategic & Analytical: You understand systems, incentives, and stakeholder dynamics. You can quickly assess organizational complexity and build a plan that drives alignment and execution.
• Enterprise-Ready: You are comfortable engaging C-suite executives while also earning trust from practice managers and frontline staff. You adjust your communication style without losing clarity or authority.
• Integration-Minded: You may come from M&A integration, enterprise account onboarding, or strategic account management. You understand that the first 60–90 days define the trajectory of the partnership.
• Builder Mentality: This is a newly scoped role. You will not have another person in the same position to lean on. You are energized by creating structure where it doesn't yet exist and defining best practices for the future.
• Value-Driven: You naturally orient conversations around outcomes, ROI, operational impact, and measurable progress—not just task completion.
• Highly Accountable: You take ownership of results. You are energized by moving a partnership from contract signature to successful activation. You close loops. You drive clarity. You follow through.