Rivia Health

Role Description We're looking for an Implementation Manager to own the customer onboarding experience from signed contract through a successful first 30 days on the platform. You'll serve as the primary point of contact for new customers, guiding them through platform configuration, go-live, and early optimization — ensuring they see value fast. You'll also manage inbound patient support tickets through HubSpot, acting as a frontline resource for resolving issues and maintaining a high standard of patient experience. This is a high-impact role at a growing company where your work directly influences customer retention, satisfaction, and revenue outcomes. This is a remote role, however candidates in the Phoenix, AZ area are preferred. What you'll do - Customer Implementation & Onboarding - Lead new customers through the full implementation lifecycle, from kickoff through go-live and the critical first 30 days of platform adoption. - Configure the Rivia Health platform using our administrative tools, including setting up billing workflows, communication cadences, payment plan parameters, and EMR integration settings. - Develop and manage implementation project plans, keeping customers on track with clear timelines and milestones. - Train customer staff (billing teams, office managers, administrators) on how to use the platform and interpret results. - Troubleshoot configuration issues and collaborate with Engineering when technical escalation is needed. - Monitor early performance metrics (collection rates, patient engagement, A/R movement) and make proactive recommendations to optimize outcomes during the first 30 days. - Document implementation processes and contribute to the development of scalable onboarding playbooks. - Patient Support - Manage and resolve patient support tickets through HubSpot, ensuring timely and empathetic responses. - Triage incoming tickets, identify common issues, and escalate appropriately when needed. - Track ticket volume, resolution time, and recurring themes to surface insights that can improve the product or patient experience. - Maintain clear documentation of patient interactions and resolutions within HubSpot. Qualifications - 1–4 years of experience in implementation management, customer onboarding, customer success, or a similar client-facing role — preferably in healthcare technology or SaaS. - Hands-on experience configuring software platforms and using administrative or back-office tools. - Familiarity with HubSpot (or a comparable CRM/ticketing system) for managing CRM and support workflows. - Strong project management skills with the ability to manage multiple customer implementations simultaneously. - Excellent written and verbal communication skills — you can explain technical concepts to non-technical audiences clearly and patiently. - Strong critical thinking and problem solving skills, this role is consultative at times and needs someone who can think creatively about how to solve problems. - A detail-oriented approach to platform configuration with a low tolerance for errors. - Comfort working in a fast-paced, early-stage environment where processes are still being built. Nice to Have - Experience in healthcare revenue cycle management, medical billing, or patient financial services. - Familiarity with EMR/practice management system integrations. - Experience working with specialty healthcare practices (dermatology, orthopedics, OBGYN, ophthalmology, etc.). - Knowledge of HIPAA and PCI compliance requirements. Benefits - Unlimited vacation days and benefits, including Medical, Dental, Vision, Parental Leave, ancillary plans, and 401k. - Remote or hybrid, flexible working environment with a passionate team. - A chance to be at the forefront of bringing the empowerment and convenience of automation and mobile technology to the healthcare revenue cycle industry.

• Own product vision, strategy, and roadmap post-MVP, translating needs into clear priorities and outcomes • Work directly with engineering team on user story creation, sequencing, and execution of defined priorities • Interface with UI/UX resources to define requirements and champion UI/UX development • Lead discovery through launch and iteration using agile practices and a predictable execution cadence • Drive customer/stakeholder discovery and prioritize work across competing inputs • Execute portfolio consolidation, integrating key features into a unified offering • Define success metrics, monitor performance, and continuously improve based on product data • Partner with GTM teams on positioning, enablement, and post-launch feedback loops • Own integration strategy and third-party relationships for future platform integrations

• Drive comprehensive digital messaging campaigns across channels to generate qualified leads for Sales via booked demos and warm lead lists • Act as a service partner to the Sales team to accelerate topline revenue bookings • Build and execute account-based marketing (ABM) and targeted outreach support initiatives • Own campaign planning, timelines, and performance reporting • Manage ad spend and campaign execution across paid channels as priorities are finalized (LinkedIn, Google retargeting, Meta) • Ensure all written and visual materials embody the Rivia Health brand, voice, and positioning • Design across multiple digital avenues—distilling concepts and data into clear messaging for presentations, one-pagers, data sheets, website content, EMR marketplaces, and social • Write, edit, and copyedit across multiple channels with strong attention to detail • Create print-ready materials for events and conferences (banners, signage, collateral) • Manage and continuously improve sales enablement assets (sales deck, proposals, one-pagers, presentations) • Identify conferences that align with target audiences and ROI goals

• Leverage our target prospecting lists and continue to build out your target pipeline using tools such as Zoom Info, Definitive Health, HubSpot, and LinkedIn. • Identify, develop, and engage key stakeholders at healthcare provider practice group organizations. • Outreach to prospects using a mix of calls, emails, and other communication mediums. • Create a great first impression to prospects with a friendly attitude, compelling message, and consistent follow-up. • Educate and develop prospects into qualified opportunities. • Engage qualified leads via an organized and consistent outbound sales process. • Book virtual sales demo meetings for our Account Executive team. • Maintain precise and accurate information of contacts, opportunities, and sales activities within the customer relationship management system (HubSpot CRM). • Further develop a solid understanding of the healthcare industry and Rivia Health’s value to our customers and become a trusted advisor on the ever-evolving needs of revenue cycle leaders. • Bring insights from customer conversations back to the Rivia Health team to help further refine the product features and sales messaging. • Maintain consistent communication with the Account Executive or Sales Leader you are supporting.