Job Description - Manager of RCM Onboarding
Reports To - SVP of RCM Operations
Department - RCM
Location - Remote
Role Type - Full-Time
Position Summary
The Manager of RCM Onboarding owns the journey from a signed contract to a fully live, steady-state billing client. Sitting within RCM Client Operations, this role builds and runs a repeatable, well-documented onboarding process that launches every new RCM client quickly and cleanly, shortens time to first bill, and eliminates the drop-off that happens when activation stalls. This is a build-and-lead role: the function exists today. Processes are in place but are to be reviewed for optimization. The manager will create the structure, lead the onboarding team, and serve as the single point of accountability for every new client launch.
Key Responsibilities
- Own end-to-end onboarding of new RCM clients, from signed contract through first clean claims and steady-state billing.
- Continuously building and maintaining the onboarding playbook (kickoff templates, configuration checklists, milestones, and timelines), so launches are consistent and not dependent on tribal knowledge.
- Refine playbook as we continuously collaborate with the SaaS teams.
- Define and deliver against onboarding targets, including time to first bill, time to activation, and clean-launch rate.
- Lead and develop the onboarding team (onshore and offshore), managing caseload and workload across concurrent launches.
- Partner with Business Development on clean sales-to-onboarding handoffs (complete client data, clear expectations, and contract terms), and flag deals at risk of stalling before activation.
- Coordinate system configuration and data migration with the builds and implementation function and with Product.
- Run the warm handoff with onboarding specialists to Client Experience and Operations once a client is live and billing.
- Track onboarding pipeline, status, and metrics in ABS as the single source of truth, and report progress to RCM leadership.
- Identify the root causes of activation delays and failures and drive the process improvements that remove them.
What We're Looking For (Required Qualifications)
- Experience leading client onboarding or implementation, ideally in healthcare RCM, home care, or healthcare SaaS.
- A process builder who has stood up or formalized onboarding or implementation of SOPs and playbooks.
- Strong project management skills, with a track record of running many concurrent implementations on time.
- Working knowledge of home care billing (Medicaid, VA, and private pay), EVV, payer enrollment and authorizations, and software integrations (strongly preferred).
- People leadership experience, including managing onshore and offshore teams.
- Excellent cross-functional collaboration across sales, operations, and product.
- Comfort with systems and data, and the discipline to manage the work in a single source of truth.
What Success Looks Like (First 90 Days)
- Full review of current onboarding playbooks with refinements and modifications made and in use across the team.
- Baseline onboarding metrics established and visible: time to first bill, activation rate, and launch cycle time.
- A measurable reduction in clients that stall or drop off before they begin billing.
- Clean, predictable handoffs into onboarding from sales and out of onboarding to Operations and Client Experience.
Working Conditions
- Manual dexterity required to use desktop computer and peripherals.
- Utilization of software and email to perform job functions.
- Will need to conduct camera-on videoconferencing for customer calls.
Compensation and Benefits
- Competitive salary and comprehensive benefits package.
- Opportunities for professional growth and career development.
- Flexible work arrangements, including remote work options.
- Health, dental, and vision insurance.
- 401(k) plan with company matching.
- Company will provide laptop and other needed computer equipment.
