Healthcare services director leading Impark’s complex hospital and medical - campus parking portfolio. Overseeing multi - site operations, teams, client relationships, safety, compliance, and financial performance.
About the role
- EverHealth onboarding director scaling remote EHR and billing implementations. Leading consultative customer adoption for small and medium-sized healthcare practices.
Responsibilities
- Define and evangelize a multi-year vision for onboarding and implementation at EverHealth, translating it into a concrete roadmap across the EHR and billing product lines.
- Own time-to-first-value as the team's primary metric, redesigning milestones, workflows, and staffing models to shorten it without compromising quality.
- Partner with Sales to treat onboarding as an extension of the buying journey, reinforcing the original value proposition and building momentum for retention and expansion.
- Shift the team's operating model from feature training to consultative, workflow-based implementation.
- Coordinate onboarding across multiple product and feature adoptions, including payments and RCM, into one implementation.
- Build and refine a scalable, primarily virtual delivery model for a high-volume base of small and medium-sized practices, reserving onsite engagement for rare exceptions.
- Lead a team of managers and support development of the management team and frontline specialists, building career paths.
- Create repeatable playbooks, journey maps, and AI-powered tooling to scale efficiently while maintaining a tailored customer experience.
- Partner with Product, Support, Customer Success, and Sales to close feedback loops, resolve systemic issues, and ensure seamless handoffs.
- Define, track, and report onboarding metrics including time to first value, time to go-live, onboarding CSAT, and adoption at 30/60/90 days.
- Serve as an executive escalation point for at-risk implementations and work cross-functionally to restore stalled onboardings.
- Report to the VP of Customer Experience.
Requirements
- 8+ years leading Onboarding, Implementation, or Professional Services teams in SaaS, including at least 3+ years in a director-level or equivalent leadership role.
- Proven experience building or scaling a high-volume, remote-first onboarding model for small and medium-sized customers, not a heavy onsite/enterprise implementation environment.
- Track record of shifting a team's approach from transactional training to consultative, outcomes-based customer engagement, driven by AI and foundational digital-led content to optimize the experience.
- Deep fluency in time-to-value, adoption, and onboarding health metrics, with the ability to translate data into operational change.
- Experience managing onboarding across multiple, distinct products or workflows simultaneously.
- Strong executive presence and cross-functional influence, with the ability to partner closely with Sales, Product, and Customer Success leadership.
- Demonstrated ability to build scalable processes, playbooks, and tooling from the ground up.
- Experience with EHR, practice management, or medical billing/revenue cycle management software preferred.
- Background in healthcare technology, digital health, or working with small and medium-sized healthcare practices preferred.
- Experience navigating HIPAA-compliant environments or other regulated industries preferred.
- Familiarity with onboarding/CS tooling (e.g., Salesforce, Gainsight, Totango, Smartsheet, or similar) preferred.
- MBA or relevant advanced degree a plus.
- Must be eligible to work without sponsorship.
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
- Student Loan Repayment Program
- Incentive variable in most US locations
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