Customer Onboarding Specialist

Customer Onboarding Specialist

Location: This position is hybrid with 2 days remote/3 days in our HQ in Scottsdale when not traveling. There may be quarterly travel required to support new customer implementations site readiness activities and in-person onboarding support.

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 6570% of time dedicated to implementation ownership and workflow execution and 3035% focused on structured training and readiness activities for both customers and internal clinical teams.

Compensation

• First yearcompensation$75000 to $90000 annually(DOE)
• Metric driven bonuses
• $1200annual technology allowance
• 401(k) company matchup to 3%

Qualifications

• 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 6090 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 doesnt yet exist and defining best practices for the future.
• Value-Driven: You naturally orient conversations around outcomes ROI operational impact and measurable progressnot 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.

About Us

At evolvedMD we are leading the integration of behavioral health services in modern primary care. How We use a uniquely upfront innovative and ongoing approach that places our clinicians on site and in person at each of the practices we serve. As one of Americas largest and most seasoned companies dedicated to integration we fully embed behavioral health managers into a collaborative team. evolvedMD is committed to meeting patients where they are most comfortable: whether that is in person and on site at your practice location or virtual. We offer early comprehensive and dedicated care to help patients achieve the best possible behavioral health outcomes.

To find out more about what its like to work at evolvedMD visit ourResources and News pageat you can learn about our culture leaders innovations and impact in the community.