Healthcare Practice Onboarding Manager

Position Overview

We are seeking a Practice Onboarding & Client Success Manager to own the full client (practice) lifecycle from signed contract to a fully live, patient-engaged deployment. This is not an IT or technical project manager role it is a business-side, relationship-driven role focused on getting practices operationally ready, trained, and actively scheduling patients for education appointments. The manager will run multiple practice accounts concurrently, coordinating training, patient outreach, insurance/billing readiness, and stakeholder communication so that each practice reaches its first live patient engagement within a 2–3 week deployment window.

Key Responsibilities

End-to-End Onboarding Ownership

• Own each practice account from contract signature through go-live — a single accountable point of contact across the full deployment.
• Build and drive a onboarding plan per practice with clear milestones, owners, and dates (contract readiness training first patient education appointment).
• Run multiple practice deployments in parallel; sequence work so no account slips past the target go-live window.
• Identify blockers (practice readiness, staffing, data, approvals) early and drive them to resolution.

Practice & Stakeholder Relationship Management

• Serve as the primary relationship owner for practice administrators, office staff, billing contacts, and physician/provider stakeholders.
• Lead kickoff calls, onboarding check-ins, and go-live readiness reviews with each practice.
• Set and manage expectations with practices on their responsibilities, deadlines, and required approvals.
• Communicate status, risks, and next steps clearly to both the practice and internal leadership.

Patient Scheduling & Engagement Enablement

• Coordinate the setup of patient outreach and scheduling workflows so eligible patients begin booking education appointments at go-live.
• Work with the practice to identify and prioritize the eligible patient population for outreach.
• Track early scheduling and attendance activity post go-live and troubleshoot low engagement with the practice.

Training & Enablement Materials

• Prepare and tailor training materials, quick-reference guides, and scripts for practice staff (front desk, clinical, billing).
• Deliver or coordinate live training sessions for practice staff ahead of go-live.
• Confirm staff readiness (role-based sign-off) before a practice is cleared to go live.

Insurance, Billing & Claims Coordination

• Coordinate with the practice and internal billing/claims teams to confirm insurance verification, coding, and claims workflows are in place before go-live.
• Resolve practice-raised billing, coverage, or claims questions during onboarding, escalating to the appropriate internal team as needed.

Reporting & Continuous Improvement

• Maintain accurate onboarding status trackers and provide executive-ready status reporting on active deployments.
• Flag recurring onboarding friction points and recommend process improvements to shorten time-to-go-live.
• Maintain complete onboarding documentation for each practice account.

Required Qualifications

• 4-6 years managing client accounts, client onboarding, implementation, or service delivery in a customer-facing role.
• Experience in healthcare, healthcare technology, or medical practice operations (required).
• Demonstrated ability to run multiple concurrent client accounts/projects to a fixed timeline.
• Direct experience managing external customer relationships, including practice/office administrators and business stakeholders.
• Working knowledge of healthcare practice operations — patient scheduling, front-desk workflows, and basic insurance/billing concepts.
• Strong training delivery and enablement skills — comfortable preparing materials and running live sessions.
• Excellent written and verbal English communication skills; strong stakeholder management and follow-through.
• Ability to work independently during US-aligned business hours.
• Commitment to confidentiality and HIPAA/privacy compliance when handling patient and practice information.

Preferred Qualifications

• Prior experience with medical billing, revenue cycle, or claims processes.
• Experience with patient engagement, scheduling platforms, or practice management systems.
• Proficiency with Google Workspace (Sheets, Docs, Slides) for tracking and reporting.
• Experience building customer-facing training materials or onboarding playbooks.
• PMP, CSM, or account/client success certification is a plus but not required — this role is evaluated on client onboarding outcomes, not IT project methodology.

Success Metrics

• Time from contract signature to first live patient education appointment (target: 2–3 weeks).
• Number of practice accounts successfully onboarded per month.
• Practice staff training completion and readiness sign-off rate.
• Early patient scheduling/attendance rate at newly onboarded practices.
• Practice satisfaction with the onboarding experience.