Onboarding Specialist

Company: PracticeSuiteDepartment: ImplementationReports To: Director of ImplementationLocation: Tampa / OnsiteEmployment Type: Full-Time

Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.
Position Overview
PracticeSuite is seeking a detail-oriented and customer-focused Onboarding Specialist to guide new healthcare clients through the onboarding and implementation of our healthcare technology solutions. This role is responsible for helping medical practices successfully transition to PracticeSuite's Electronic Health Records (EHR), practice management, and revenue cycle management (RCM) solutions.
The ideal candidate has experience in healthcare software, medical practice operations, or client onboarding and implementation. They should be comfortable managing multiple client projects, coordinating with internal teams, training users, and ensuring a smooth transition from the sales process to active system use.
Key Responsibilities
Client Onboarding and Implementation
- Manage the onboarding process for new PracticeSuite clients from initial kickoff through implementation and transition to ongoing support.- Conduct client kickoff meetings to understand practice requirements, workflows, operational needs, and implementation goals.- Guide clients through implementation milestones, timelines, system setup, and onboarding requirements.- Coordinate with clients to collect necessary information, documentation, and configuration details.- Monitor onboarding progress and proactively address delays, risks, and implementation challenges.- Ensure clients are adequately prepared to use PracticeSuite solutions before transitioning to ongoing support.
Client Training and Education
- Conduct virtual training sessions and product walkthroughs for healthcare providers, administrative staff, and billing teams.- Educate clients on EHR functionality, scheduling, patient management, billing workflows, and other relevant system features.- Explain system processes in a clear and practical manner, adapting training to different levels of technical proficiency.- Develop and share training materials, guides, and other resources to support successful product adoption.- Help clients understand recommended workflows and best practices for using PracticeSuite solutions.
Project Coordination and Communication
- Manage multiple onboarding projects simultaneously while maintaining accurate timelines and status updates.- Serve as the primary point of contact for assigned clients throughout the onboarding process.- Coordinate with Sales, Client Success, Technical Support, Product, and other internal teams to resolve implementation issues.- Communicate project updates, outstanding requirements, and next steps to clients and internal stakeholders.- Escalate technical issues, scope changes, and client concerns when necessary.
Documentation and Quality Assurance
- Maintain accurate client records, onboarding checklists, project plans, and implementation documentation.- Verify that required onboarding activities and configuration steps are completed before go-live.- Track onboarding progress, client readiness, training completion, and implementation milestones.- Identify recurring onboarding challenges and recommend process improvements.- Ensure client information is handled in accordance with company policies and applicable privacy and security requirements, including HIPAA where applicable.
Client Experience and Continuous Improvement
- Build positive relationships with clients and establish confidence in PracticeSuite's solutions.- Identify potential barriers to successful implementation and work proactively to resolve them.- Gather client feedback throughout onboarding and communicate opportunities for product or process improvement.- Support a smooth handoff to the ongoing Client Success or Customer Support team.- Contribute to improving onboarding efficiency, client satisfaction, and time to go-live.
Qualifications and Requirements
- 5+ years of experience in customer onboarding, software implementation, client success, healthcare operations, or a related field.- Healthcare industry experience is required, preferably supporting medical practices, healthcare providers, medical billing teams, or practice administrators.- Experience with EHR, EMR, practice management, medical billing, or RCM software is strongly preferred.- Strong verbal and written communication skills, with the ability to explain technical concepts to nontechnical users.- Excellent organizational and project coordination skills, including the ability to manage multiple clients and deadlines.- Strong problem-solving skills and a proactive approach to resolving client issues.- Proficiency with Microsoft Office or Google Workspace and experience maintaining project documentation.- Ability to conduct virtual meetings, deliver product training, and communicate professionally with clients.- Strong attention to detail and commitment to delivering an excellent client experience.
Key Competencies
- Customer service and relationship management- Project management and time management- Clear communication and presentation skills- Training and knowledge transfer- Analytical thinking and problem-solving- Adaptability and attention to detail- Accountability and follow-through- Cross-functional collaboration
About PracticeSuite
PracticeSuite provides healthcare technology solutions designed to help medical practices manage clinical operations, practice administration, and revenue cycle management. xzbcwsv Our solutions support healthcare organizations in streamlining workflows, improving operational efficiency, and delivering better patient and business outcomes.