Onboarding Specialist

Company Overview:
Spruce is a cloud-based healthcare communications platform that powers clinical workflows for both in-person and remote care. The Spruce platform is built for HIPAA compliance and offers advanced solutions in telemedicine, phone systems, medical SMS texting, secure messaging, team collaboration, population management, workflow automation, and many other necessary areas and functions of healthcare today.

From solo providers to large multi-site, multi-specialty practice groups, Spruce is trusted by many thousands of diverse medical organizations that need to manage their digital operations and clinical communications. The platform is well-loved, with a 4.9+ star rating across 30K+ reviews.

Job Overview:
As an Onboarding Specialist at Spruce Health, you will work with our newest healthcare customers, and play a pivotal role in ensuring their successful onboarding and adoption of our products. Reporting to the Manager of Onboarding, you will drive speedy and successful onboarding processes through a combination of live meetings and asynchronous communication. This role requires strong communication skills, technical proficiency, and a commitment to delivering exceptional customer service.

Key Responsibilities:

• Manage end-to-end onboarding for larger customers:
• Train and educate customers on how to effectively use Spruce.
• Develop a customized implementation plan per customer, and ensure timely delivery against milestone events.
• Provide personalized support throughout the onboarding period, striving for high customer satisfaction.
• Proactively communicate onboarding risks, delays, and priorities to all customer stakeholders and internal management.
• Ensure effective handoff to account management, where applicable.
• Manage asynchronous onboarding for smaller customers:
• Serve as the customer's primary contact, and respond promptly to their questions via email, chat, or tickets.
• Assist with product configurations as needed, and conduct group training sessions for ongoing education and activation.
• Create and refine documentation to help scale onboarding efforts.
• Surface onboarding blockers and trends to improve overall setup and onboarding experience.
• Be a Spruce product expert and proactively learn new product features and flows.
• Work closely within the Onboarding team to ensure continuity of service and maintain high standards of customer satisfaction.

Preferred Qualifications:

• At least 2 years of experience in client support, onboarding, implementation, or account management; experience at a SaaS company or healthcare practice is advantageous.
• Prior experience working in a healthcare environment and/or knowledge of health industry regulations and standards (e.g., HIPAA) is a plus.
• Strong organizational skills, with the ability to manage multiple projects and stakeholders simultaneously.
• Excellent verbal and written communication skills; you can explain technical concepts in simple terms, and adapt your tone for different users.
• Comfortable presenting to groups of any size and audience—from everyday end-users of the app to higher-level providers or executives.
• Proven track record of providing the highest level of customer service, and of working efficiently and with accuracy
• Familiarity with Asana and Zendesk is a plus.

Work Environment and Benefits:

• Flexible location; remote work options available for residents of CA, NY, OR, AL, and TX, with a preference for candidates in the New York Metro Area. Ability to work 2-3 days per week in our Brooklyn office is a plus.
• Competitive salary and comprehensive benefits package, including health insurance and retirement savings plan.
• Opportunities for professional development and career advancement in a rapidly growing company.
• Collaborative and inclusive work culture focused on innovation and customer success.
• Opportunity to transform patient care and clinical operations through advanced healthcare communication technology.

Application Process:
If you are passionate about healthcare technology and possess the skills and qualifications outlined above, we encourage you to apply for the Implementation Specialist position at Spruce Health. Please submit your resume and a cover letter detailing your relevant experience and why you are interested in joining our team. We look forward to hearing from you!

Equal Opportunity Employer:
Spruce Health is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.