Onboarding Specialist II

Responsibilities

• Lead Implementation Projects: Facilitate the end-to-end onboarding journey for medium and large Groups, ensuring a seamless transition for both administrators and clinicians
• Data Transfer Coordination: Partner with customers and our internal Data Transfer team to facilitate the secure, accurate migration of clinical data from legacy systems
• Insurance & Specialization Setup: Collaborate with Insurance Onboarding and specialty teams (like ePrescribe) to coordinate enrollments and add-on products ahead of go-live, actively removing barriers on the customer's behalf
• Workflow Optimization: Conduct deep-dive consultations to understand a Group's unique business needs and facilitate software configuration to match their specific workflows
• Educational Programming: Deliver high-impact training sessions tailored to the nuances of larger organizations and multi-user environments
• Process Improvement: Identify friction points in the group onboarding experience and work with leadership to refine our playbooks, resources, and internal documentation
• Cross-Departmental Collaboration: Act as a technical resource for internal teams and advocate for the needs of our larger group customers based on your frontline insights
• Peer Support: Serve as a subject-matter expert across the Onboarding Team, assisting in mentoring new hires and offering guidance on complex technical questions

Requirements

• 2+ years of relevant experience in B2B SaaS onboarding, customer implementation, or professional services (or equivalent transferable experience)
• Demonstrated ability to facilitate technical transitions for organizations with multiple stakeholders, cross-functional teams, or complex hierarchies
• Strong, foundational understanding of SaaS product architecture, data transfers/migrations, and the insurance billing lifecycle
• Ability to explain high-level technical concepts (like data moves or insurance enrollments) in a clear, conversational, and empathetic tone
• Proven track record of managing multiple high-priority projects simultaneously while maintaining a "white-glove" customer experience
• High emotional intelligence with a proven ability to de-escalate high-tension situations, build trust, and drive customer follow-through on key milestones

Nice-to-Haves

• Prior experience in Healthcare Tech or working with HIPAA-compliant software
• Experience using customer success and project facilitation tools (e.g., Notion, ChurnZero, or specialized onboarding platforms)