Remote Customer Onboarding Specialist

Customer Onboarding Specialist

Location: This position is fully remote with quarterly travel required to support new customer implementations, site readiness activities, and in-person onboarding support. Residing in Florida is preferred.

The Customer Onboarding Specialist serves as the implementation lead and early partnership quarterback for new evolvedMD customers. This individual is responsible for translating contractual intent into operational reality — guiding customers through onboarding, aligning stakeholders, designing site-specific workflows, and ensuring both customer teams and evolvedMD clinical staff are prepared to successfully deliver care within the Collaborative Care Model (CoCM).

This role is primarily implementation-focused, with approximately 65–70% of time dedicated to implementation ownership and workflow execution and 30–35% focused on structured training and readiness activities for both customers and internal clinical teams.

Compensation

First year compensation $75,000 to $90,000 annually (DOE)

Metric driven bonuses

$1,200 annual technology allowance

401(k) company match up to 3%

Qualifications

3+ years of experience in one or more of the following:

Enterprise onboarding

Strategic account management

Healthcare implementation

M&A integration

Health system operations

Enterprise account onboarding

Strategic account management

Health system partnership implementation

Cross-functional enterprise program leadership

Experience working with complex, multi-stakeholder organizations.

Demonstrated success leading cross-functional initiatives independently.

Strong executive presence and communication skills.

Proven ability to manage ambiguity and build process from scratch.

Preferred

Experience with Collaborative Care Model (CoCM) or integrated behavioral health

EHR implementation experience (Athena, Epic, Cerner, etc.)

Experience training clinical teams

Experience partnering with healthcare systems or large provider groups

What Success Looks Like

Strong stakeholder alignment and executive sponsorship early in the engagement

Clearly documented workflows and rules of engagement

Successful deployment and integration of evolvedMD clinical team members

High engagement and buy-in across practice teams

Clinical teams prepared and confident at go-live

Smooth transition from onboarding to Account Management

Early indicators of clinical, operational, and partnership value and potential barriers

Key Responsibilities

Customer Implementation & Activation

Lead the full implementation lifecycle from contract signature through go-live and stabilization

Develop and manage timelines, milestones, and success metrics

Facilitate implementation meetings with executive, operational, and clinical stakeholders

Establish rules of engagement and communication cadences

Identify risks early and proactively drive resolution

Ensure customers meet operational, clinical, and billing readiness requirements

CoCM Education & Workflow Design

Educate customers on CoCM workflows, documentation expectations, and billing requirements

Translate requirements into practical frontline workflows

Design site-specific workflows aligned with CoCM standards and local operations

Ensure alignment across scheduling, referral pathways and behavioral health screening

Maintain clear documentation of customer-specific workflows

Translate customer workflows into internal guidance for BHMs, Care Coordinators, Clinical Managers, and Psychiatric Consultants

Train clinical teams on scheduling, documentation nuances, and communication pathways

Ensure teams are prepared to operate confidently on day one

Relationship Building & Cross-Functional Coordination

Build trusted relationships across executives, clinical leadership, and frontline staff

Navigate complex multi-stakeholder environments

Partner with Clinical, Operations, Billing, IT, Talent, and Marketing teams

Serve as the bridge between customer expectations and internal execution

Post-Go-Live Stabilization

Support early ramp-up and workflow adoption

Identify optimization opportunities and reinforce training

Partner with Account Management for transition into long-term ownership

Core Competencies

Strategic & Analytical: You understand systems, incentives, and stakeholder dynamics. You can quickly assess organizational complexity and build a plan that drives alignment and execution.

Enterprise-Ready: You are comfortable engaging C-suite executives while also earning trust from practice managers and frontline staff. You adjust your communication style without losing clarity or authority.

Integration-Minded: You may come from M&A integration, enterprise account onboarding, or strategic account management. You understand that the first 60–90 days define the trajectory of the partnership.

Builder Mentality: This is a newly scoped role. You will not have another person in the same position to lean on. You are energized by creating structure where it doesn’t yet exist and defining best practices for the future.

Value-Driven: You naturally orient conversations around outcomes, ROI, operational impact, and measurable progress—not just task completion.

Highly Accountable: You take ownership of results. You are energized by moving a partnership from contract signature to successful activation. You close loops. You drive clarity. You follow through.

About Us

At evolvedMD, we are leading the integration of behavioral health services in modern primary care. How? We use a uniquely upfront, innovative, and ongoing approach that places our clinicians on site and in person at each of the practices we serve. As one of America’s largest and most seasoned companies dedicated to integration, we fully embed behavioral health managers into a collaborative team. evolvedMD is committed to meeting patients where they are most comfortable: whether that is in person and on site at your practice location or virtual. We offer early, comprehensive, and dedicated care to help patients achieve the best possible behavioral health outcomes.

To find out more about what it’s like to work at evolvedMD, visit our Resources and News page at where you can learn about our culture, leaders, innovations, and impact in the community.