New Accounts - Onboarding Specialist

Job Title: New Accounts- Onboarding Specialist

Company Overview:

Our company provides innovative EMR software solutions for behavioral and mental health facilities, helping treatment centers streamline operations, improve patient care, and meet compliance requirements.

Position Summary:

The New Accounts Onboarding Specialist is a critical role within our organization, serving as the primary technical point of contact during the crucial onboarding phase of the customer lifecycle. This position is responsible for configuring and building our EMR platform to align with each client's unique workflows and requirements, ensuring a successful implementation and a positive customer experience.

Key Responsibilities:

• Serve as the main point of contact and account owner during the build and configuration phase
• Conduct welcome calls within 24 business hours of project assignment to establish rapport with new clients
• Facilitate kickoff calls to align on expectations, understand client goals, and establish implementation timelines
• Create, organize, and maintain comprehensive project documentation
• Schedule two build meetings per week per client
• Update HubSpot records with accurate project details
• Send recap emails within 24 hours of each meeting
• Coordinate document collection and form building
• Complete build stages within 30 days of welcome call
• Conduct workflow reviews and Pre-Implementation Meetings

Qualifications:

Required

• 2 years experience in SaaS implementation or healthcare IT
• Strong technical aptitude with ability to learn software platforms
• Excellent project management skills
• Superior communication skills
• Experience with CRM systems (HubSpot preferred)
• Detail-oriented with exceptional follow-through

Preferred

• Bachelor's Degree or equivalent industry experience
• Experience with EMR/EHR systems in behavioral health settings
• Background in healthcare or clinical settings
• Familiarity with quality assurance processes

Key Competencies:

• Customer focus: Delivers white-glove experience while setting appropriate expectations
• Communication: Provides timely, clear updates following the CE3 (Call/Email) protocol Alleva| All Rights Reserved
• Problem-solving: Can analyze current workflows and translate them into system configurations
• Time management: Ability to adhere to SLAs and manage multiple concurrent projects
• Adaptability: Can employ agile methodologies to adjust schedules as needed
• Collaboration: Works effectively with internal teams including Implementation, Support, CSM, and Product
• Initiative: Proactively identifies and addresses potential issues before they impact timelines

Major Business/Professional Contacts:

• May require interaction with other vendors and third party partners
• Working directly with key decision makers and stakeholders at each facility

Working and Environmental Conditions:

• Requires in office presence four days per week with one designated work-from-home day, to ensure effective collaboration with internal teams while maintaining flexibility
• Occasional travel within the US
• Must demonstrate high ethical standards when handling confidential client information
• This position offers the opportunity to make a significant impact on our clients' success by ensuring smooth onboarding experiences and setting the foundation for long-term partnerships with our company.