Implementation Manager

Who We Are Looking For

• We're looking for an Implementation Manager to own the customer onboarding experience from signed contract through a successful first 30 days on the platform. You'll serve as the primary point of contact for new customers, guiding them through platform configuration, go-live, and early optimization — ensuring they see value fast. You'll also manage inbound patient support tickets through HubSpot, acting as a frontline resource for resolving issues and maintaining a high standard of patient experience. This is a high-impact role at a growing company where your work directly influences customer retention, satisfaction, and revenue outcomes.
• This is a remote role, however candidates in the Phoenix, AZ area are preferred

What you'll do

Customer Implementation & Onboarding

• Lead new customers through the full implementation lifecycle, from kickoff through go-live and the critical first 30 days of platform adoption.
• Configure the Rivia Health platform using our administrative tools, including setting up billing workflows, communication cadences, payment plan parameters, and EMR integration settings.
• Develop and manage implementation project plans, keeping customers on track with clear timelines and milestones.
• Train customer staff (billing teams, office managers, administrators) on how to use the platform and interpret results.
• Troubleshoot configuration issues and collaborate with Engineering when technical escalation is needed.
• Monitor early performance metrics (collection rates, patient engagement, A/R movement) and make proactive recommendations to optimize outcomes during the first 30 days.
• Document implementation processes and contribute to the development of scalable onboarding playbooks.

Patient Support

• Manage and resolve patient support tickets through HubSpot, ensuring timely and empathetic responses.
• Triage incoming tickets, identify common issues, and escalate appropriately when needed.
• Track ticket volume, resolution time, and recurring themes to surface insights that can improve the product or patient experience.
• Maintain clear documentation of patient interactions and resolutions within HubSpot.

What You Need

• 1–4 years of experience in implementation management, customer onboarding, customer success, or a similar client-facing role — preferably in healthcare technology or SaaS.
• Hands-on experience configuring software platforms and using administrative or back-office tools.
• Familiarity with HubSpot (or a comparable CRM/ticketing system) for managing CRM and support workflows.
• Strong project management skills with the ability to manage multiple customer implementations simultaneously.
• Excellent written and verbal communication skills — you can explain technical concepts to non-technical audiences clearly and patiently.
• Strong critical thinking and problem solving skills, this role is consultative at times and needs someone who can think creatively about how to solve problems.
• A detail-oriented approach to platform configuration with a low tolerance for errors.
• Comfort working in a fast-paced, early-stage environment where processes are still being built.

Nice to Have

• Experience in healthcare revenue cycle management, medical billing, or patient financial services.
• Familiarity with EMR/practice management system integrations.
• Experience working with specialty healthcare practices (dermatology, orthopedics, OBGYN, ophthalmology, etc.).
• Knowledge of HIPAA and PCI compliance requirements.

What You'll Get

• Unlimited vacation days and benefits, including Medical, Dental, Vision, Parental Leave, ancillary plans, and 401k.
• Remote or hybrid, flexible working environment with a passionate team
• A chance to be at the forefront of bringing the empowerment and convenience of automation and mobile technology to the healthcare revenue cycle industry.