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.
