Onboarding Specialist II

SimplePractice

12d

About The Position

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice. More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients. Award-winning and people-first, SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough, the Digital Health Awards, and BuiltIn's Best Places to Work. We’re looking for a seasoned Onboarding Specialist II to join our Customer Success team with a focus on our Groups Practice segment. In this role, you aren’t just a trainer; you are a facilitator of change. You will guide medium and large professional Groups through the complex transition to SimplePractice, ensuring their business operations—from clinical workflows to financial systems—remain stable and optimized. As an Onboarding Specialist II, you manage high-value implementations, including those involving large-scale data migrations, multi-clinician insurance setups, and integrated payment processing. You will serve as a consultative partner, helping Groups Customers navigate the many moving parts of software adoption with confidence and ease.

Requirements

2+ years of relevant experience in B2B SaaS onboarding, customer implementation, or professional services (or equivalent transferable experience).
Group Dynamics Expertise: Demonstrated ability to facilitate technical transitions for organizations with multiple stakeholders or complex hierarchies.
Technical Fluency: A strong understanding of the core SimplePractice EHR product, Insurance billing lifecycle and Data Transfers/Migrations.
Exceptional Communication: The ability to explain high-level technical concepts (like data moves or insurance enrollments) in a clear, conversational, and empathetic tone.
High Accountability: A proven track record of facilitating multiple high-priority projects simultaneously while maintaining a "white glove" customer experience.
Strong Interpersonal Influence & Stakeholder Management: A keen sense of emotional intelligence with a proven ability to de-escalate high-tension situations and drive customer excitement/ follow-through on key milestones.

Nice To Haves

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

Responsibilities

Implementation Facilitation: You act as the lead coordinator for high-value account setups.
Keeping stakeholders aligned and the overall project and subsequent milestones on track towards their setup goals.
Routinely collaborating with multiple internal teams, acting as the POC on a customer’s behalf, to ensure a seamless transition.
Technical Consulting: You provide expert guidance on software configuration, data transfers, and payment processing configurations.
Facilitating thorough requirements-gathering for our most complex customers, expertly setting expectations, and proactively mitigating potential blockers.
Quickly understand customer concerns, and effectively partner with cross-functional teams and leaders to offer solutions.
Expert and empathetic deescalation skills, understanding and offering support to customers navigating a large business transition.
Internal Mentorship & Strategic Partnership: You act as a technical resource for teammates as-needed, sharing insights with peers and leaders on best practices and technical solutions.
As a subject-matter-expert across the Onboarding Team, also participating in Onboarding Mentorships for new hires.
Collecting and surfacing feedback from customers to share with leaders and participate in projects that work towards creative solutions.
Advanced Onboarding Facilitation (80%)
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 the Data Transfer team to facilitate the secure and accurate migration of clinical data from legacy systems into SimplePractice.
Insurance Setup & Training: Partner with Insurance Onboarding to coordinate setup for Insurance and training, in tandem with data and EHR training ahead of go-live.
Other Specialized Teams: As needed, partner with other specialized teams (such as ePrescribe) to coordinate set up of any specialty add-on products the customer may have purchased. You will ensure that implementation of those products is on track and help to remove any barriers on the customers behalf
Workflow Optimization: Conduct deep-dive consultations to understand a Groups’ unique business needs and facilitate the configuration of the software to match their specific professional workflows.
Educational Programming: Deliver training sessions tailored to the needs of larger organizations and multi-user environments.
Strategic Contributions (20%)
Process Improvement: Identify friction points in the group onboarding experience and work with leadership to refine our playbooks and resources.
Cross-Departmental Collaboration: Work closely with partners and cross-functional teams to advocate for the needs of our larger group customers based on your frontline insights.
Peer Support: Assist in mentoring Onboarding Specialists, offering guidance on complex technical questions and facilitating knowledge-sharing sessions.