RCM Onboarding SpecialistAbout Carepatron

Carepatron is one of the fastest-growing healthcare software companies in the world — trusted by 100,000+ clinicians across 120+ countries. We help practitioners save time, stay organised, and deliver better care through a beautifully simple practice management and EHR platform powered by ambient AI.

We're building the invisible infrastructure behind modern healthcare, and a major area of growth is our Revenue Cycle Management (RCM) business — helping practices simplify billing and get paid faster. When a new billing client signs on, the difference between one that thrives and one that churns comes down to those first weeks: a great onboarding, clear communication, and a human who actually knows what they're doing.

That's where you come in.

About the Role

The RCM Onboarding Specialist is the face of Carepatron for every new billing client — the person who takes a practice from "just signed" to "live and getting paid." You'll own the onboarding journey end-to-end: setting expectations at the sales hand-off, running the onboarding plan, configuring the platform to each client's needs, validating their data, and training their team on billing workflows until they're confident and self-sufficient.

This is a highly client-facing, phone- and video-first role — you'll spend a lot of your time on live calls, walking practitioners and their staff through the process, answering questions in real time, and building trust. And this isn't a "step into an existing process" role: you'll also help build the onboarding playbook itself — the call flows, the walkthroughs, the follow-up cadences — and set the standard for what world-class onboarding looks like as our RCM division scales.

We're looking for someone who genuinely knows revenue cycle management — you've done the work, or worked alongside it closely enough to speak the language of billers and practice owners with credibility — and who loves the customer-facing side of it. You're organized, warm, and unflappable when a project throws a curveball. You thrive in a fast-growing, product-driven SaaS environment, you're highly tech-savvy, and you embrace AI to work smarter.

🎯 What You'll Do

Core Onboarding

• Own Onboarding End-to-End: Lead the onboarding process for new RCM clients, taking them from the sales hand-off through implementation to fully live billing operations — on time and with a great experience the whole way.
• Be the Primary Point of Contact: Serve as each client's main contact during onboarding. Run kickoff and check-in calls, set clear expectations, keep momentum, and make sure clients always know what's next.
• Gather & Validate Requirements: Interview clients to understand their needs, specialties, and workflows. Collect, validate, and clean the data needed for a smooth, accurate system setup.
• Configure the Platform: Set up and tailor Carepatron's RCM platform to each client's specific requirements, partnering with our technical team to resolve integration or data-flow challenges.
• Train & Enable Clients: Deliver billing workflow training so clients can confidently use the platform and get maximum value from it. Provide hands-on support through go-live and beyond.

Ongoing Support & Retention

• Drive Activation Post-Go-Live: Proactively check in with newly live clients to drive adoption and early value, not just hand off and disappear.
• Manage Follow-Up Sequences: Run structured follow-up cadences to re-engage stalled onboardings and nurture at-risk accounts before they churn.
• Be a First Point of Contact for Support: Field real-time billing and platform questions from your clients with patience and care as they settle in.

Project & Process

• Manage the Project: Own the onboarding project plan for your portfolio of clients — tracking milestones, flagging risks early, and monitoring post-live progress to make sure nothing slips.
• Track & Optimize: Measure onboarding time-to-live, activation, and client satisfaction, and use that data to improve the process.
• Embrace AI & Automation: Actively use AI tools and modern software to streamline onboarding, reduce manual work, and build faster, more scalable processes for the growing team.
• Collaborate Cross-Functionally: Work closely with sales, implementation, billing, product, and engineering to ensure a seamless client handoff and to feed real-world insights — friction points, common questions, product gaps — back into the product and marketing teams.
• Build the Playbook: Develop and maintain clear documentation of client configurations and onboarding processes, and continuously improve onboarding best practices as we scale from the ground up.

🧠 What You Bring

• RCM Knowledge & Background: 2+ years of hands-on revenue cycle management, medical billing, or healthcare administration experience — enough to speak credibly with billers and practice owners about how their revenue cycle actually works.
• Coding & Billing Fluency: Solid working knowledge of CPT, ICD-10-CM, and HCPCS, plus a strong understanding of billing, coding, and end-to-end revenue cycle processes.
• Customer-Facing Confidence: A warm, confident phone and video presence — you're comfortable leading live calls, presenting to clients, and building strong relationships. You can explain complex billing concepts in plain, reassuring language.
• Strong Listening & Empathy: Genuine patience for guiding non-technical users, and the resilience to stay calm under pressure when things don't go to plan.
• Comfort with Ambiguity: You're energized, not daunted, by building workflows and playbooks from scratch rather than following an existing script.
• Tech-Savvy & AI Proficient: You adapt quickly to new software and know how to leverage AI tools (e.g., ChatGPT, automated workflows, AI assistants) to work more efficiently and solve problems.
• Project Management Skills: Highly organized and detail-oriented, with a proven ability to manage multiple clients and priorities at once and deliver on time.
• A Problem-Solving Mindset: You take initiative, roll up your sleeves when the team needs it, and stay calm and adaptable when projects change or issues arise.
• Bonus Points: Experience with behavioral health, primary care, PT/OT, or multi-specialty billing; CPC/CPB certification; and familiarity with Carepatron or modern EHR/RCM tools.
• A Collaborative Spirit: Comfort working in a fast-paced SaaS environment and a genuine passion for delivering top-notch customer service.

💙 Why You'll Love Working at Carepatron

• Real Impact: You'll be the reason new clients succeed — the first friendly, expert voice that sets the tone for their entire relationship with Carepatron.
• Massive Scope: Be one of the team's early dedicated onboarding hires, with real influence over the tools, process, and playbook as the RCM division scales.
• Career Growth: A clear path to grow as our RCM division scales, with room to move toward senior onboarding, client success, or team leadership roles.
• Work With Proven Builders: Collaborate with leadership and product/engineering talent who've built products at companies like Xero, EzyVet, Halter, and Serato.
• Mission-Driven Culture: Work with a team dedicated to improving the daily lives of healthcare professionals.
• Flexible Working: A remote-first culture with flexible arrangements — work from anywhere.
• Build the Future: Work alongside world-class product designers, engineers, and operators to shape modern, AI-powered healthcare software.
• Competitive Package: Compensation tailored to your experience, with performance incentives and strong upside.