Customer Onboarding Specialist

evolvedMD

18h•$75,000 - $90,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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

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