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Role Description

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
• 30–35% focused on structured training and readiness activities for both customers and internal clinical teams

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

Requirements

• 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: Understand systems, incentives, and stakeholder dynamics
• Enterprise-Ready: Comfortable engaging C-suite executives and earning trust from practice managers and frontline staff
• Integration-Minded: Understand that the first 60–90 days define the trajectory of the partnership
• Builder Mentality: Energized by creating structure where it doesn’t yet exist
• Value-Driven: Orient conversations around outcomes, ROI, operational impact, and measurable progress
• Highly Accountable: Take ownership of results and drive clarity

Benefits

• 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%

Company Description

At evolvedMD, we are leading the integration of behavioral health services in modern primary care. 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 where you can learn about our culture, leaders, innovations, and impact in the community.