Client Onboarding Specialist

Client Onboarding Specialist

Clinical Architecture is seeking a Client Onboarding Specialist in the Indianapolis, IN area to assist our clients and liaise with our teams in Sales, Product Management, Customer Service, Implementation Services, Marketing, etc., to implement and manage a streamlined process for handling all aspects of onboarding a new client so they are ready to be successful with Clinical Architecture. This role will be attending to new clients on our software from point of sale through go live to ensure that time to productive use of the software is optimal and that the onboarding process is transparent. The primary objectives of the role are to gain an in-depth understanding of our client’s business needs and collaborate to ensure those needs are met throughout the training, software implementation, and support hand-off processes. This is an opportunity to contribute to the definition and formation of those client onboarding processes to make certain the client’s journey consists of smooth, integrated, coordinated transitions and interactions.  The Client Onboarding Specialist will be an integral part of our commitment to customer success and satisfaction.

 Responsibilities

  • •  Present our software implementation and support processes to new clients in a clear, concise, and logical way
  • •  Manage the process with clients’ and Clinical Architecture resources to track and report progress and status throughout onboarding activities
  • •  Communicate across departments to ensure proper use cases, implementation configuration, and software setup are completed to client specifications within the established timeline(s)
  • •  Work with Customer Support to document maintenance plans for ongoing client outreach
  • •  Ensure each new client implementation is kept on track and manage risk to prevent tasks and projects from “falling through the cracks”
  • •  Work with internal teams to define and document the specific tasks, milestones, and plans for client onboarding
  • •  Record all client-related communications so we know what the client’s success criteria are, what we did to meet/not meet those criteria, and any lessons learned to make the process better going forward
  • •  Identify, document, and mitigate risk and roadblocks throughout the onboarding process
  • •  Execute daily tasks with minimal supervision while creating a daily schedule based on urgency and individual client needs
  • •  Gain an understanding of the industries we serve to better meet client needs

Qualifications and Experience Requirements

  • •  BA/BS Degree or equivalent
  • •  2-4 years of related experience in a similar capacity/role in customer service, client onboarding or software implementation
  • •  Previous, client facing experience in an IT or software development environment
  • •  Strong organizational skills with high attention to detail
  • •  Strong analytical and creative solutioning abilities
  • •  Strong written and oral communication and presentation skills
  • •  Previous project management, project coordination, or project administration experience preferred
  • •  Ability to simultaneously manage multiple clients and responsibilities
  • •  Must be accurate, organized, able to meet deadlines, and follow-through on tasks and initiatives
  • •  Must be able to build and maintain good relationships within the organization and with clients
  • •  Must have proficiency with MS Word, MS Excel, MS PowerPoint and familiarity with Salesforce
  • •  Experience with MS Project or other project management software is a plus
  • •  Experience with health IT, interoperability, healthcare terminology standards, HL7 messaging standards a major plus

Culture and Benefits: Clinical Architecture provides team members the opportunity to expand their minds and grow professionally and personally.

  • •  World class innovators
  • •  Industry thought leaders
  • •  Friendly and positive
  • •  Casual attire
  • •  Two weeks of paid time off per year (increase available upon tenure)
  • •  Medical, Dental, and Vision Insurance with 50% contribution from Clinical Architecture

Incentives: Clinical Architecture provides a working environment enjoyable for our team and guests.

  • •  Monthly team lunches
  • •  Team social events
  • •  Wellness Incentive
  • •  Tread desk and Lift desks
  • •  Onsite café with snack stand and beverages
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity or expression, sexual orientation, age, disability, veteran status, marital status, or any other protected characteristic.

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