Open Position: Client Onboarding Manager - Clariti Reports To: Director of Implementations Location: Remote (US Based) About Us: At HST Pathways, we’re passionate about transforming healthcare. Our innovative software empowers surgery centers to provide care that’s not only more cost-efficient but also leads to better outcomes for patients. Backed by Bain Capital, we’re a profitable, fully remote SaaS company that’s growing quickly and entering an exciting new stage of expansion. With that growth comes opportunity—for us, our customers, and the people who join our team. What We’re Looking For: We’re looking for someone who is authentic, inspiring, and motivated to grow. You’re a quick learner who enjoys working in a fast-paced, evolving environment. You value diversity and inclusion and want to be part of a company that puts people first. Our values resonate with you, and you’re ready to embody them in your daily work. In this role, you’ll roll up your sleeves and take on a high-volume workload with energy and enthusiasm. You are data-driven and results-oriented, but you also know the importance of building strong relationships and contributing to a positive team culture. Most importantly, you’re excited about the chance to make an impact—not only within our company but also in the broader healthcare community we serve. Why Join Us: At HST Pathways, you’ll find more than just a job — you’ll find a place to grow, contribute, and belong. We offer the flexibility of remote work and the stability of a well-backed, profitable company. You’ll collaborate with talented teammates who are passionate about healthcare innovation and committed to each other’s success. Responsibilities: The Client Onboarding Manager - Clariti leads the implementation team responsible for onboarding clients onto Clariti, HST Pathways’ estimation platform. This role requires a highly process-oriented leader with strong experience in healthcare revenue cycle workflows, including insurance eligibility, verification, authorization, and payer contract structures, who can identify root causes and drive effective, scalable solutions. Key responsibilities include: - Lead, coach, and develop the Product Implementation team to deliver successful, on-time client onboarding experiences - Diagnose implementation challenges, identify root causes, and implement process improvements and solutions to drive consistent outcomes - Oversee the full implementation lifecycle, ensuring projects meet timelines, quality standards, and client expectations - Serve as an escalation point for complex client issues, using analytical problem-solving and de-escalation skills to resolve concerns effectively - Apply understanding of RCM and medical billing workflows to guide implementations across hospitals, ASCs, anesthesia groups, and physician practices - Partner cross-functionally with Sales, Training, Product, and Client Services to align priorities, resources, and client needs - Establish and monitor key performance indicators (KPIs) related to implementation success, client satisfaction, and team performance - Drive continuous improvement of implementation processes, tools, and best practices - Support hiring, onboarding, and performance management of team members - Provide regular reporting and updates to leadership on implementation progress and risks Required Qualifications: - 3+ years of people management experience - 3+ years of implementation, onboarding, or project management experience - Strong knowledge of healthcare revenue cycle workflows, specifically Insurance Eligibility, Verification, Authorization processes, and Payer Contract structures across hospitals, ASCs, anesthesia groups, and physician practices - Proven ability to diagnose problems, identify root causes, and develop effective solutions in complex environments - Strong analytical, critical thinking, and problem-solving skills - Demonstrated ability to de-escalate and resolve client concerns in a professional and effective manner - Excellent communication and interpersonal skills - Highly organized with the ability to manage multiple priorities in a fast-paced environment - Up to 25% Travel Preferred Qualifications: - Experience in healthcare technology or SaaS implementations (ideally estimation or financial tools like Clariti) - Bachelor’s degree in Business, Healthcare Administration, or related field - Experience with project management tools and methodologies Core Focus Areas (What Success Looks Like) - Process Excellence: Identifies gaps, fixes broken workflows, and builds scalable solutions - RCM Expertise: Applies billing and reimbursement knowledge to drive successful implementations - Problem Solving: Quickly diagnoses issues and leads resolution with confidence - Client Success: Ensures smooth onboarding and strong client relationships - Team Leadership: Develops a high-performing, accountable team Team Culture + Values: - One Team: We win together, support each other, and share credit. - Inclusion: We respect differences and welcome every voice. - Transparency: We’re open, honest, and clear about our goals. - Agility: We move fast, test ideas, and learn as we go. - Empathy: We listen, care, and anticipate others’ needs. - Growth Mindset: We stay curious, keep learning, and aim to improve every day. - Proactivity: We act thoughtfully, own outcomes, and bring our best selves to work. Perks & Benefits: - Remote work environment - Health benefits paid for employees - Flexible Paid Time Off Policy - 11 company holidays per year - Paid parental leave - 401K with matching contributions - Learning and development allowance - A diverse, inclusive, and fun team! HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.

• Deliver Client Training & Onboarding • Serve as a software expert across all EZFacility products, guiding new clients through the critical first months of implementation. • Assess each client's goals and business needs; develop customized training plans that ensure they are set up for success. • Conduct live (Zoom-based) training sessions for both basic and advanced software usage, adapting your approach to each client's technical comfort level. • Collaborate with Sales and Account Management to ensure onboarding is completed on schedule and aligned with client timelines. • Demonstrate patience and professionalism when working with clients to resolve outstanding questions or issues. • Build a Scalable Self-Guided Onboarding Program • Design and implement structured self-guided onboarding tracks tailored to different customer segments and use cases. • Develop a scalable library of learning resources including short training videos, step-by-step tutorials, self-guided courses, and knowledge base articles. • Create learning paths for new customer onboarding, advanced product usage, and new feature releases. • Implement Digital Adoption & Learning Tools • Own and optimize our digital adoption platform (Userpilot) to deliver in-app guidance, product tours, and contextual help experiences. • Measure & Continuously Improve • Track key metrics including onboarding completion rates, time-to-first-value, training engagement, and reduction in live training hours.

• You'll assist recruiters with collecting candidate offer letters, I9 documentation and other relevant onboarding information. • This role will be on camera with new hires often, as completing I9s for high-volume hiring efforts is a key responsibility. • You'll manage multiple steps in the onboarding process including, but not limited to, submitting & reviewing background checks, sending new hire documentation, and completing the hiring process via UKG. • You will maintain new hire rosters and communicate information to partners in IT and Facilities for equipment shipping/pick-up, tracking, etc • You will be responsible for candidate engagement from the time an offer is accepted until a new hire’s first day of training • You will manage a high volume of emails to & from new employees with questions, concerns, and onboarding updates. • You will assist the TA Operations team with various projects throughout the year including, but not limited to, Employee Referral Program, Recruitment Marketing, UKG, Greenhouse, Audits

• Own and optimize the end-to-end onboarding journey (UI/UX, field placement, page flows, error handling) for corporate payments • Partner closely with sales teams to improve the customer onboarding experience and increase conversion rates • Translate business needs and sales feedback into clear technical requirements for engineering teams • Drive improvements in automated decisioning to reduce manual review cases • Manage Salesforce-driven workflows and ensure application data is accessible and actionable for sales teams • Lead credit portfolio initiatives, including adjudication workflows and credit line reassessment using internal and external data sources • Design and implement process automation solutions, including Salesforce-based routing and decision logic • Identify and implement AI-driven opportunities for process optimization and smarter decisioning • Collaborate cross-functionally with risk, compliance, engineering, and operations teams • Monitor and improve key metrics related to onboarding, conversion, and customer lifecycle performance