About the Company
We're building infrastructure that makes healthcare innovation easier. Our customers already serve 3+ million patients and manage $15+ billion in annual medical spend. We work with leading healthcare groups backed by top Silicon Valley investors such as Sequoia, General Catalyst, Y Combinator, Kleiner Perkins, Stanford, Khosla Ventures, and others. Our mission is to enable more innovation in healthcareso more patients receive affordable care.
About our Team
Our leadership team previously built and scaled a national digital health company (>$15M raised, 100+ employees) that was later acquired by a 2,000-person healthcare organization. We're now building the next generation of infrastructure to help healthcare companies launch and scale faster.
About the Role
As our business grows, we're looking for a Client Onboarding Specialist to help new healthcare groups launch successfully with our platform and operations.
In this role, you will own the onboarding process from kickoff through launch, coordinating the operational steps required to get new clients fully set up. You'll manage onboarding timelines, gather required information and documentation, and ensure milestones are completed accurately and on schedule.
You'll work closely with Client Success, Compliance Ops, Partnerships, and BizOps to keep onboarding moving smoothly and ensure clients are set up for success.
This role is ideal for someone who enjoys solving operational problems, managing complex workflows, and making sure nothing falls through the cracks.
What You'll Own:
- Own the end-to-end onboarding of new healthcare organizations launching multi-state medical operations, coordinating regulatory filings, physician ownership structures, and operational launch readiness.
- Manage onboarding timelines and milestones, ensuring the process moves forward efficiently and nothing falls through the cracks.
- Serve as a key point of contact for clients, physicians, state medical boards, insurance payers, and other stakeholders throughout onboarding.
- Coordinate onboarding kickoff with Client Success Managers, including sending onboarding materials, collecting required information, and scheduling kickoff calls.
- Coordinate the preparation and execution of legal agreements and required documentation, working closely with legal teams and external stakeholders.
- Prepare and manage onboarding materials and documentation, while maintaining clear communication with clients via email and scheduled calls to keep onboarding on track.
Key Performance Indicators
Your performance in this role will be measured across a few core onboarding metrics:
- Time-to-Onboard Ensuring new healthcare groups move from kickoff to launch efficiently while maintaining accuracy and compliance.
- Client Response Time Maintaining prompt communication with clients and stakeholders throughout onboarding.
- Post-Onboarding NPS Delivering a smooth onboarding experience that leads to strong client satisfaction after launch.
90-Day Expectations
- Independently managing multiple client onboardings from kickoff through launch.
- Keeping onboarding timelines organized and milestones moving forward on schedule.
- Communicating clearly with clients and internal teams to resolve blockers quickly.
About You
Core Experience:
- 2-4 years of experience in Customer Success, Onboarding, Implementation, Operations, Project Management, or similar client-facing roles, where you've demonstrated strong problem-solving, communication, and operational execution.
- Excellent written and verbal communication skills.
- Operationally excellent, with a high daily output and precision in execution.
- Strong attention to detail and a proven track record of getting the details right.
What You Bring
- Energy and drive; you have a hunger for self-improvement and want to be around the most talented teammates who push you to do so. (Kobe said it best.)
- Excited by a fast-paced, startup culture where you'll navigate ambiguity and solve big problems, with very high autonomy.
- Talent for identifying process improvement opportunities and creative ways to better structure operations.
- Interest in working in healthcare and helping healthcare innovation flourish.
What We Offer
- Highly competitive salary and stock option grants (we want you to share in our growth).
- Compassionate, fun, and mission-driven culture of excellence and innovation. (We help companies bring new life-changing therapies into the world.)
- Many growth and advancement opportunities (company is regularly doubling, so there are many opportunities to step up).
- Work from home, remote job, with flexibility.
- Paid holidays and vacation time; paid sick time.
- HMO coverage; we prioritize your health and well-being.
- Culture of mentorship, learning, independence, and critical thinking.
- This role operates in Eastern Time (EST) hours.
Tools We Use
- Gmail Client communication and coordination with internal and external stakeholders
- Slack Real-time communication and collaboration across teams
- Notion Internal knowledge base, documentation, and operational playbooks
- Asana Project management and tracking onboarding workflows and milestones
- HubSpot Customer relationship management and client lifecycle tracking
- Front Shared inbox for managing client communications and support requests
- Quo (formerly OpenPhone) Phone communication with clients and partners
- 1Password Secure credential and access management across tools and systems
