Onboarding Specialist - Recura

Position Summary:

The Onboarding Specialist is responsible for leading customers through the setup and configuration of our AI receptionist solution. This includes managing onboarding timelines, configuring integrations, training end users, and ensuring a seamless transition to our platform.

Essential Duties and Responsibilities:

Customer Onboarding & Setup

• Lead new customer onboarding from kickoff through go-live and handoff to Customer Success, ensuring all technical and operational milestones are achieved.
• Configure customer accounts, settings, and integrations (e.g., scheduling tools, CRMs, VoIP systems, EMRs).
• Manage project timelines and communicate progress clearly with stakeholders.
• Conduct discovery sessions to understand client workflows and design optimized AI receptionist configurations.

Training & Enablement

• Deliver live and recorded training sessions to customers and their staff on system functionality, AI assistant management, and best practices.
• Assist in refining onboarding documentation, user guides, and video tutorials to support product adoption.
• Help customers interpret AI performance data and make adjustments to improve automation accuracy and efficiency.

Technical Implementation

• Collaborate with product and engineering teams to troubleshoot setup issues or configurations.
• Assist with data imports, workflow mapping, and API-based integrations when needed.
• Monitor system performance during the onboarding period and ensure successful customer handoff to the Customer Success or Support team.

Process Improvement

• Continuously refine onboarding processes to improve efficiency, scalability, and customer satisfaction.
• Collect feedback from customers to inform product development and improve implementation workflows.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience:

Required:

• 2–4 years of experience in SaaS onboarding, implementation, or customer success roles

• Strong technical and analytical skills — able to configure and troubleshoot SaaS platforms and integrations

• Excellent written and verbal communication abilities with a customer-first mindset

• Experience managing multiple onboarding projects simultaneously

• Familiarity with CRM, scheduling, or communication tools (e.g., HubSpot, Salesforce, Calendly, Twilio, Zoom, Slack, etc.)

Preferred:

• Experience working with AI-based software or automated customer communication tools
• Understanding of API integrations, webhooks, and data mapping concepts
• Experience in a startup or fast-paced SaaS environment where adaptability is key
• Background in industries such as healthcare, legal, or professional services (ideal but not required)

Why You’ll Thrive Here:

In this role, you’ll get to:

• Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
• Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
• Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
• Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Note: PatientNow jobs are listed on our careers page patientnow.com/careers and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com, @recura.ai or mail@ats.rippling.com

Company Overview:

Designed for beauty, built for growth, PatientNow brings clinical-grade EMR with intuitive charting, smart AI automation, advanced photography, marketing, patient engagement, and seamless practice management into one elegant system. Everything works together naturally, helping clients create a smooth, intentional patient experience from consultation to checkout. Supported by a U.S.-based team that understands the pace and artistry of aesthetics, PatientNow provides the technology and partnership to scale with confidence.

This role will focus on the Recura product line, a newly integrated part of PatientNow.

Vision: Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

Mission: PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

Values:

We Deliver Simplicity
We turn complexity into clarity. We focus on what matters most, remove friction, and create solutions that are easy for customers and teammates to understand and use.
We Set the Pace
We take ownership of outcomes, act with urgency, and follow through on our commitments. We are proactive problem-solvers who drive progress and help our customers move faster.
We Act with Intention
We work thoughtfully and purposefully. We prioritize effectively, communicate clearly, and make decisions that consider the impact on our customers, colleagues, and business.
We Practice Precision
We hold ourselves to a high standard of quality and accountability. We pay attention to detail, continuously improve, and earn trust through excellence in everything we do.