Onboarding Specialist - Recura

About the Role

PatientNow brings clinical-grade EMR with intuitive charting, smart AI automation, advanced photography, marketing, patient engagement, and seamless practice management into one elegant system. This role focuses on the Recura product line, a newly integrated part of PatientNow. The Onboarding Specialist leads customers through the setup and configuration of our AI receptionist solution, managing onboarding timelines, configuring integrations, training end users, and ensuring a seamless transition to our platform.

Responsibilities

• Lead new customer onboarding from kickoff through go-live and handoff to Customer Success, ensuring all technical and operational milestones are achieved.
• Configure customer accounts, settings, and integrations (e.g., scheduling tools, CRMs, VoIP systems, EMRs).
• Manage project timelines and communicate progress clearly with stakeholders.
• Conduct discovery sessions to understand client workflows and design optimized AI receptionist configurations.
• Deliver live and recorded training sessions to customers and their staff on system functionality, AI assistant management, and best practices.
• Assist in refining onboarding documentation, user guides, and video tutorials to support product adoption.
• Help customers interpret AI performance data and make adjustments to improve automation accuracy and efficiency.
• Collaborate with product and engineering teams to troubleshoot setup issues or configurations.
• Assist with data imports, workflow mapping, and API-based integrations when needed.
• Monitor system performance during the onboarding period and ensure successful customer handoff to the Customer Success or Support team.
• Continuously refine onboarding processes to improve efficiency, scalability, and customer satisfaction.
• Collect feedback from customers to inform product development and improve implementation workflows.

Qualifications

• 2–4 years of experience in SaaS onboarding, implementation, or customer success roles
• Strong technical and analytical skills — able to configure and troubleshoot SaaS platforms and integrations
• Excellent written and verbal communication abilities with a customer-first mindset
• Experience managing multiple onboarding projects simultaneously
• Familiarity with CRM, scheduling, or communication tools (e.g., HubSpot, Salesforce, Calendly, Twilio, Zoom, Slack, etc.)

Preferred Skills

• Experience working with AI-based software or automated customer communication tools
• Understanding of API integrations, webhooks, and data mapping concepts
• Experience in a startup or fast-paced SaaS environment where adaptability is key
• Background in industries such as healthcare, legal, or professional services

Competencies

• Adaptability: Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics: Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Communications: Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning: Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving: Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork: Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Pay

70,000 - 90,000 USD per year