Onboarding Specialist - Recura

**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.

**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_](http://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**_](mailto:mail@ats.rippling.com)