Onboarding Account Manager

About ClinicMind

ClinicMind is a healthcare EHR and practice management platform serving chiropractic, physical therapy, behavioral health, and specialty healthcare practices across the United States.

Our platform helps practices streamline:

• Clinical documentation

• Medical billing and revenue cycle management

• Credentialing

• Patient engagement

• Payment processing
  
  

The Onboarding & Client Success team is responsible for guiding new clients from contract signing through successful platform adoption and transition to long-term account management.

Position Summary

The Onboarding Account Manager is responsible for managing a portfolio of healthcare practices throughout the onboarding process.

This role serves as the primary point of contact from the initial Getting Started Call through graduation and handoff to the Retention team. The Onboarding Account Manager oversees onboarding timelines, coordinates cross-functional teams, delivers training, manages client expectations, and ensures practices are fully prepared to operate successfully on the ClinicMind platform.

The position requires strong client relationship management, healthcare software knowledge, training delivery skills, and cross-functional coordination.

Key Responsibilities

Account Management & Client Ownership

• Manage a portfolio of approximately 6–10 active onboarding accounts.

• Serve as the primary point of contact from contract signing through onboarding completion.

• Conduct Getting Started Calls (GSCs) to assess practice workflows, specialties, staffing structure, learning preferences, and onboarding requirements.

• Establish onboarding expectations, milestones, and timelines.

• Manage all client communications via email, phone, and Zoom.

• Conduct regular client check-ins throughout the onboarding process.

• Monitor client satisfaction and proactively identify potential concerns.

• Escalate risks and issues to leadership when appropriate.

• Guide clients through go-live preparation and readiness.
  
  

Training & Implementation

• Deliver and/or coordinate the complete onboarding sequence, including:
  
  

• Getting Started Call (GSC)

• Billing Setup Call

• Account Configuration

• EHR Documentation Training

• Billing Training

• Insurance Training

• Specialty Training

• Dress Rehearsal
  
  

• Customize training sessions based on specialty, workflow, documentation requirements, and billing processes.

• Ensure clients achieve clinical and billing readiness prior to graduation.

• Provide same-day post-session recaps with SMART action items.

• Maintain accurate documentation of all onboarding activities in Momentum CRM.
  
  

Billing & Cross-Functional Coordination

• Coordinate with Revenue Cycle Management (RCM) teams to schedule and complete billing-related onboarding requirements.

• Verify completion of:

• EDI enrollment

• ERA setup

• CMPay/Fortis activation
  
  

• Coordinate with:

• CredEdge (Credentialing)

• PatientHub

• CMPay

• Billing Operations
  
  

• Ensure all onboarding workstreams remain aligned and on schedule.

• Identify onboarding scope discrepancies and communicate findings early in the implementation process.
  
  

Graduation & Handoff

• Participate in or lead graduation reviews.

• Deploy and monitor Fire Onboarding Surveys.

• Escalate client concerns identified through survey responses within 48 hours.

• Complete graduation readiness verification, including:

• EDI confirmation

• Active payment processing

• Billing training completion

• Dress rehearsal completion

• Client confidence assessment

• Prepare and conduct account handoff to the Retention team.
  
  

Qualifications

Required:

• Must be based in the United States and available to work standard U.S. business hours.

• Minimum of 2 years of experience in SaaS onboarding, implementation, or client success.

• Experience managing client relationships and owning customer accounts throughout the onboarding process.

• Experience with healthcare technology, EHR software, or medical billing environments.

• Strong understanding of Revenue Cycle Management (RCM), including:

• Claims lifecycle

• ERA/EDI processes

• Insurance verification

• CPT and ICD-10 coding fundamentals

• Excellent written communication skills.

• Strong presentation, training, and Zoom facilitation skills.
  
  

Preferred:

• Experience working with chiropractic, physical therapy, or behavioral health practices.

• Experience onboarding insurance-based healthcare practices.

• Experience with EHR and practice management platforms such as ChiroTouch, AdvancedMD, DrChrono, Jane, OptiMantra, or similar systems.

• Experience conducting go-live training sessions and dress rehearsals.

• Experience handling client escalations and resolving customer concerns.

• Familiarity with CMPay, Fortis, or other healthcare payment processing solutions.

• Experience with credentialing and payer enrollment processes.

• Experience using CRM platforms such as Salesforce, Momentum, HubSpot, or similar systems.

• Bilingual proficiency in English and Spanish.

Core Competencies

Client Relationship Management

Build trust, maintain engagement, and provide a high-quality onboarding experience for every client.

Proactive Communication

Identify risks early, communicate effectively, and resolve concerns before they become escalations.

Organization & Time Management

Manage multiple onboarding projects simultaneously while maintaining attention to detail.

Billing & Revenue Cycle Knowledge

Understand healthcare billing concepts sufficiently to support onboarding discussions and training coordination.

Professional Judgment

Make sound decisions regarding client readiness, escalation timing, and onboarding progression.

Escalation Management

Remain composed under pressure and facilitate productive resolutions for client concerns.

Documentation & Accountability

Maintain timely CRM updates, onboarding records, and client communications.

Performance Expectations

First 30 Days

• Assume ownership of an initial account portfolio.

• Complete Getting Started Calls with assigned accounts.

• Develop familiarity with ClinicMind workflows, onboarding processes, and platform functionality.

• Consistently provide same-day client recap communications.

• Identify onboarding risks and coordination gaps proactively.
  
  

First 60 Days

• Successfully graduate initial client accounts.

• Maintain onboarding survey scores averaging 4.0 or higher.

• Independently coordinate onboarding activities across departments.

• Demonstrate sound escalation management and client communication practices.
  
  

First 90 Days

• Independently manage a full onboarding portfolio.

• Maintain On-Time-In-Full (OTIF) performance of 85% or greater.

• Contribute to onboarding process improvements.

• Demonstrate measurable client satisfaction and onboarding success.
  
  

Must Have:

• Must have stable internet connection minimum of 20 MBPS

• Must have a mobile data plan as a backup

• Must be comfortable working the US business hours

• Must own a PC or laptop with at least 16 GB of memory