Clinical Onboarding Associate

Since 2018, Luna has redefined physical therapy with award-winning technology and proven clinical models. Operating in 28 states with 25+ nationwide partners, we connect patients and providers through an intuitive, evidence-based & tech-enabled platform—removing barriers to care and delivering a better physical therapy experience for therapists and patients. Guided by our values, we believe in a future in which anyone, anywhere can get care and start feeling better. The Clinical Onboarding Associate II plays a critical role in welcoming therapists to the Luna platform, serving as a trusted partner throughout the post-credentialing onboarding journey. This role ensures therapists feel confident, prepared, and empowered as they begin delivering care through Luna. After credentialing and payer enrollment are complete, the Clinical Onboarding Associate II owns the end-to-end onboarding experience—proactively engaging therapists, guiding them through app setup, supporting training completion, and leading dynamic onboarding calls focused on clinical best practices and Luna therapist app functionality. Through thoughtful processes and high-touch support, this role directly contributes to therapist satisfaction, engagement, and long-term retention. This position requires deep expertise in the Luna therapist app, including scheduling, documentation, communication tools, and clinical workflows. The Clinical Onboarding Associate ensures every therapist successfully becomes “Active” on the platform—fully equipped with the tools, knowledge, and confidence to deliver safe, high-quality care from day one. The ideal candidate is energized by relationship-building, communicates with clarity and empathy, and thrives in a collaborative, fast-paced environment. They work closely with cross-functional partners to continuously improve onboarding processes and deliver a seamless, high-impact experience for every therapist who joins Luna. Responsibilities

Serve as the primary point of contact for therapists beginning immediately after credentialing and payer enrollment are complete, guiding them from “Pending Active” to full platform activation.

Initiate and manage onboarding communications, ensuring therapists understand next steps, timelines, and expectations for successful activation.

Demonstrate a deep understanding of the end-to-end onboarding process, including region-specific details, state-specific credentialing requirements, and enrollment procedures.

Utilize the Luna therapist app and other technology platforms to facilitate the onboarding process and ensure therapists have access to necessary resources and training materials.

Lead therapist onboarding calls focused on app functionality, clinical best practices, documentation processes, visit workflows, and strategies to support therapist success.

Collaborate closely with Therapist Acquisition, Credentialing, and other internal teams to expedite the onboarding process and resolve any issues or barriers that may arise.

Maintain accurate records and documentation related to therapist onboarding activities, ensuring compliance with regulatory requirements and internal policies.

Identify and escalate gaps or barriers affecting therapist preparedness, app adoption, or clinical readiness.

Contribute to continuous process improvement, offering feedback and insights to strengthen onboarding operations and clinical enablement content.

Act as a mentor and resource for junior associates, providing guidance and support as needed to ensure consistent delivery of high-quality customer service.

Stay informed on platform updates, feature enhancements, clinical best practices, and organizational workflows to maintain expert-level proficiency and deliver accurate guidance.

Job Qualifications:

Minimum of 2-3 years of experience in a customer-facing role, preferably in a healthcare or technology setting, with a focus on onboarding or customer success.

Demonstrated ability to teach, coach, or guide clinicians or customers through complex workflows or software systems.

Exceptional communication and interpersonal skills, with the ability to build trust, deliver clear guidance, and support therapists from diverse backgrounds.

Excellent problem-solving abilities and attention to detail, with a track record of effectively managing complex processes and workflows.

Ability to work independently and collaboratively in a fast-paced, team-oriented environment.

Proficiency with technology platforms and software applications, with the ability to quickly learn new tools and systems.

Requires a two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by equipment vendors, or job specific skills acquired through an apprenticeship program.