Onboarding and Engagement Manager

Posted Apr 2

Onboarding and Engagement Manager (Free & Charitable Clinics)

Join us to Improve Health Equity for 5 Million People!

CareMessage is the Health Equity engine of the United States. Our mission is to leverage technology to improve health equity for people from low socioeconomic backgrounds, with a core focus on the safety-net organizations that serve them best: federally qualified health centers (FQHCs), free and charitable clinics, Indian Health Service (IHS) health facilities and Native American-focused health centers. The CareMessage platform allows healthcare organizations to communicate with patients at scale, prompting patients to action via technology-enabled solutions designed to increase access to care, improve clinical outcomes and address social drivers of health.

Nationally, CareMessage is proud to work with over 400 customers in 43 states. Since 2013, safety-net organizations have leveraged CareMessage to reach over 17 million low-income patients with over 350 million text messages.

Founded in 2012 at Stanford University, CareMessage has raised over $35 million from Google.org, William K. Bowes Jr. Foundation, Pershing Square Foundation, Y Combinator, Schmidt Futures, Twilio.org, Direct Relief, Biogen, and many more.

CareMessage is looking for an Onboarding and Engagement Manager, specifically focused on our Free & Charitable Clinic (FCC) customer segment. We are committed to serving this segment, and we are looking for someone who wants to eventually grow into owning our strategy and becoming our leader for this segment of the health center market.

At CareMessage, we love our customers and are committed to their success. This role requires someone with 3+ years of project management experience who has worked on complex projects within the healthcare landscape. You’ll be responsible for onboarding FCC customers to the platform individually or in a scaled way (e.g. via webinars or group training) to ensure they successfully implement our product features so that they achieve their access to care, clinical, and SDOH goals. You will also manage integrations between our platform and their EMR, leveraging and optimizing the customer journey for FCCs. As a member of the Customer Success Management team, you will also play a major role in crafting optimal workflows, training programs, and general best practices for implementations and for further adoption of the product by existing FCC customers. You'll partner with people from other CareMessage teams (e.g. Sales, Product, and Research) to ensure that our customers are set up for long-term success. This role requires someone with experience involving system integrations and SMB customer management in a healthcare technology setting.

Who You Are:

You have a continuous improvement mindset, are driven to understand “why,” and are driven to execute in ways that increase customer adoption and reduce customer effort. You think critically before acting. You are comfortable interfacing with customers and leading group training. You have experience monitoring and reporting on progress against project lifecycle milestones. You subscribe to and promote a culture of collaboration, where knowledge and skills are shared to facilitate efficient and timely delivery of our customer commitments.


  • Prior experience with healthcare integrationsPrior experience with API and SFTP protocols and standards
  • Experience with one or more EMR/EHR systems such as (but not limited to) Epic, NextGen, Allscripts, etc. (Athenahealth would be ideal)
  • 3+ years project/customer management experience
  • 4+ years healthcare industry experience
  • Demonstrated experience in gathering and transforming customer needs into actionable technical and project recommendations
  • Demonstrated experience working with technology partners accessing or building on your organization's API
  • Excellent communication skills – written, verbal, interpersonal – and strong ability to communicate with key stakeholders across multiple levels of an organization who have varying degrees of technical aptitude
  • Resourcefulness, flexibility, and excellent follow-through
  • Ability to manage multiple concurrent projects and drive initiatives in a cross-functional environment
  • Ability to work independently and as a collaborative team player, with strong time management & prioritization skills

Within 1 month you will:

  • Learn the product and integrations inside and out, with the ability to effectively demo the product back
  • Learn about the people and passion behind CareMessage, who we are, our values, and how we work
  • Become familiar with our market, our strategic plans, and our customers
  • Learn our onboarding journey and resources, including speaking with FCC customers and reviewing previous videos of FCC implementations to understand their experience and needs
  • Review our established templates and best practicesMeet and develop context on FCCs from relevant team members

Within 3 months you will:

  • Lead kickoff calls and full onboarding journeys for customers that maintain fast TTV and customer satisfaction
  • Lead group training, webinars, and contribute to the development of resources that reengage existing customers
  • Learn about state-based organizations that support our FCCs and develop relationships and partnerships to advance our FCC strategy
  • Contribute to protocols, documentation, and best practices
  • Contribute documentation for our internal knowledge base

Within 6 months you will:

  • Demonstrate subject matter expertise in implementing, onboarding, and engaging Free & Charitable Clinics
  • Demonstrate data-driven subject matter expertise in the FCC market via presentations and updates to the CSM team on FCC customer health
  • Attend a FCC conference and visit a customer
  • Continue to improve upon protocols, documentation, and best practices to help us best serve FCCs
  • Alongside the Customer Engagement Manager, own metrics improvement for FCC, specifically TTV, Customer Effort, Customer Adoption, and NPS

$95,000 - $95,000 a year

Compensation per year for this role is $95,000 OTE (with a $85,000 base compensation and the potential for 10K commission).

This role is currently set at an entry to mid-level, equivalent to someone who has held a couple of implementation or onboarding roles in the healthcare space in the past.

We believe in equal work for equal pay. All team members performing the same role at the same level are paid the same regardless of where they are in the world.

Working at CareMessage

We take care of our employees by offering competitive salaries and benefits packages. We ensure our team feels cared for so that we, in turn, can help support our safety net organizations and underserved populations.

We compensate fairly and equitably

  • Flexible work hours; fully remote team
  • We believe in equal work for equal pay: all team members performing the same role at the same level are paid similarly, regardless of where they are in the world
  • Paid parental leave for biological and adopted children

We give you time off to thrive

  • Half-day Fridays, every Friday
  • 18 paid company holidays, including a one week mid-year and one week end-of-year break
  • 9 wellness days to be used for self-care- or anything that comes up in life
  • 15 days of PTO
  • 1-month (20 working days) paid sabbatical after the 4-year anniversary, and every 4 years thereafter

We support your health, wellness, and growth

  • Generous medical, dental, and vision insurance for employees and their families
  • Health Savings Accounts and Flexible Spending Accounts
  • 401k retirement plan
  • Short & long-term disability insurance
  • $100 per employee yearly wellness budget, with flexibility to spend on physical, emotional, and mental wellness resources
  • PerkSpot: Instant access to discounts on products & services from hundreds of vendors
  • Annual budget for professional and personal development (webinars, online courses, books, and more)
  • Volunteerism incorporated in onboarding and encouraged on an ongoing basis