Onboarding Account Manager

Role Overview

• Manage a portfolio of approximately 6–10 active onboarding accounts.
• Serve as the primary point of contact from contract signing through onboarding completion.
• Conduct Getting Started Calls (GSCs) to assess practice workflows, specialties, staffing structure, learning preferences, and onboarding requirements.
• Establish onboarding expectations, milestones, and timelines.
• Manage all client communications via email, phone, and Zoom.
• Conduct regular client check-ins throughout the onboarding process.
• Monitor client satisfaction and proactively identify potential concerns.
• Escalate risks and issues to leadership when appropriate.
• Guide clients through go-live preparation and readiness.
• Deliver and/or coordinate the complete onboarding sequence, including:
• Getting Started Call (GSC)
• Billing Setup Call
• Account Configuration
• EHR Documentation Training
• Billing Training
• Insurance Training
• Specialty Training
• Dress Rehearsal
• Customize training sessions based on specialty, workflow, documentation requirements, and billing processes.
• Ensure clients achieve clinical and billing readiness prior to graduation.
• Provide same-day post-session recaps with SMART action items.
• Maintain accurate documentation of all onboarding activities in Momentum CRM.
• Coordinate with Revenue Cycle Management (RCM) teams to schedule and complete billing-related onboarding requirements.
• Verify completion of:
• EDI enrollment
• ERA setup
• CMPay/Fortis activation
• Coordinate with:
• CredEdge (Credentialing)
• PatientHub
• CMPay
• Billing Operations
• Ensure all onboarding workstreams remain aligned and on schedule.
• Identify onboarding scope discrepancies and communicate findings early in the implementation process.
• Participate in or lead graduation reviews.
• Deploy and monitor Fire Onboarding Surveys.
• Escalate 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 handoff to the Retention team.

Requirements

• Must be based in the United States and available to work standard U.S. business hours.
• Minimum of 2 years of experience in SaaS onboarding, implementation, or client success.
• Experience managing client relationships and owning customer accounts throughout the onboarding process.
• Experience with healthcare technology, EHR software, or medical billing environments.
• Strong understanding of Revenue Cycle Management (RCM), including:
• Claims lifecycle
• ERA/EDI processes
• Insurance verification
• CPT and ICD-10 coding fundamentals
• Excellent written communication skills.
• Strong presentation, training, and Zoom facilitation skills.
• Preferred:
• Experience working with chiropractic, physical therapy, or behavioral health practices.
• Experience onboarding insurance-based healthcare practices.
• Experience with EHR and practice management platforms such as ChiroTouch, AdvancedMD, DrChrono, Jane, OptiMantra, or similar systems.
• Experience conducting go-live training sessions and dress rehearsals.
• Experience handling client escalations and resolving customer concerns.
• Familiarity with CMPay, Fortis, or other healthcare payment processing solutions.
• Experience with credentialing and payer enrollment processes.
• Experience using CRM platforms such as Salesforce, Momentum, HubSpot, or similar systems.
• Bilingual proficiency in English and Spanish.

Benefits

• Must have stable internet connection minimum of 20 MBPS
• Must have a mobile data plan as a backup
• Must be comfortable working the US business hours
• Must own a PC or laptop with at least 16 GB of memory