Job Details

About the Job

Position Summary:

The Onboarding Manager leads the end-to-end onboarding experience for new insurance verification clients. Serving as the primary point of contact from contract signing through kickoff and go-live, this role ensures offices are accurately configured in Mission Control, trained on platform workflows, and transitioned smoothly into ongoing operations.

The Onboarding Manager listens closely to client needs and translates office-specific requests into clear, workable SOPs and documentation for the operations team to execute. This position requires strong customer service, technical proficiency, and organizational discipline. While the role does not manage a team, it carries full accountability for onboarding timelines, setup accuracy, and client readiness.

Team Structure and Scope of Responsibility:

The Onboarding Manager reports directly to the General Manager and serves as the primary point of contact for new clients from contract signing through onboarding and kick-off/go-live. This role works cross-functionally with Sales, Tech Support, and Operations Teams to ensure accurate setup, clear documentation, and a smooth transition into ongoing service. The Onboarding Manager does not have direct reports.

Core Responsibilities:

• Client Onboarding & Communication: Act as the primary client contact from contract signing through go-live. Lead onboarding and kickoff calls; set expectations, timelines, and next steps. Gather office-specific requirements and clarify workflows, preferences, and service expectations.
• Platform Configuration & Setup: Configure new offices accurately within Mission Control. Ensure office guidelines, credentials, and workflows are documented correctly. Validate readiness prior to go-live and coordinate resolution of setup issues.
• Translation of Client Needs to Operations: Listen to client feedback and translate office-specific requests into clear, actionable SOPs. Ensure operational teams receive accurate documentation to execute consistently. Clarify expectations between clients and internal teams to prevent misalignment.
• Onboarding Execution & Timeline Management: Own onboarding timelines and actively drive progress to meet go-live targets. Track dependencies and follow up to prevent delays. Escalate risks or blockers to the General Manager with clear context and recommendations.
• Handoff to Ongoing Operations: Coordinate a smooth transition to the assigned Verification Manager. Ensure all documentation, guidelines, and nuances are complete prior to handoff. Confirm client readiness before releasing the office into steady-state operations.

Key Skills & Competencies:

• Strong client-facing communication and customer service skills.
• Technically savvy with comfort configuring systems and platforms.
• Highly organized with strong follow-through.
• Ability to manage multiple onboardings simultaneously.
• Professional, proactive, and deadline-driven.
• Familiarity with insurance verification workflows preferred.
• Experience with PMS platforms (Open Dental, CareStack, Dentrix, Eaglesoft) preferred.

Education & Experience Requirements:

• High school diploma or equivalent required.
• Bachelor's degree in healthcare administration, business, or a related field preferred but not required.

Experience Requirements:

• 3-5 years of experience in the dental revenue cycle management (RCM) field.
• Experience with dental insurance verification workflows preferred.
• Hands-on experience with dental PMS platforms (Open Dental, Dentrix, Eaglesoft, CareStack, or similar systems).
• Experience working in or supporting a SaaS-based platform environment preferred.
• Client-facing experience with dental offices or DSOs in an operational or implementation role.

AboutiCoreConnect

Standard Dental Opco, Inc., doing business as iCore, provides responsive dental billing services for a highly regulated healthcare environment. We take a unique approach by designing and continually improving our services based on real conversations with the dental professionals and billing teams we support. This allows us to empower our clients with the efficiency, accuracy, security, and compliance they truly need, along with the reliable support they deserve.