Enterprise Plan: Onboarding, Training & Support

At Healthie, onboarding is more than account setup — it’s about building a strong foundation for growth. Our dedicated Implementation and Customer Success teams support every Enterprise customer to ensure a smooth, strategic, and sustainable launch.

Whether you're launching a new care model, scaling a multi-location practice, or integrating Healthie into a complex tech stack, we tailor support to your goals.

Implementation Tiers

We offer three levels of implementation support to match the needs and complexity of your organization:

Tier 1 – Core (Included for all Enterprise customers)

Dedicated Implementation Manager
Kick-off call + weekly check-ins (30 min)
Implementation Slack channel
Implementation workbook with timeline + milestones
2 standard imports (clients + forms)
Form builder support
Assigned Solutions Engineer (for API customers)
Post-live monitoring and 30-day adoption check-in
Access to Healthie Help Center, University, and Support

Tier 2 – Silver (Add-on)

Designed for growing orgs needing moderate customization

Everything in Core
Weekly 60-minute meetings
3 "Train the Trainer" sessions
Dedicated “Go Live” issue tracker

Tier 3 – Gold (Add-on)

Ideal for complex orgs with multiple teams and integrations

Everything in Core + Silver
Practice Assessment
Workstream & Design calls 3x / week
Standard + non-standard import review
Hands-on system configuration support
Optional onsite meetings

📥 Want to upgrade your implementation tier? Email us at hello@gethealthie.com.

Ongoing Customer Success Partnership

After implementation, your dedicated Customer Success Manager (CSM) steps in to support your long-term growth.

Included:

Quarterly Business Reviews (QBRs)
Strategic roadmap alignment
Product feedback and feature requests
Access to tutorials, webinars, and live trainings
Ongoing support via help docs, ticketing, and Slack (optional)

What to Expect During Implementation

Kickoff, Training & Setup

We’ll align on your goals, implementation timeline, and training plan during your initial call. We'll also walk through the Implementation Workbook and begin platform setup.

Typical Go-Live: 4-6 weeks depending on organization complexity.

Regular Meetings

Your Implementation Manager will coordinate weekly (or more frequent) calls depending on your tier. These sessions cover:

Platform configuration
Provider onboarding & training
Workflow customization
Migration support
API setup (if applicable)

Community Resources

Healthie University: Video tutorials to guide setup
Live Classes: Webinars and platform walk-throughs
Provider & Client Help Guides: Shareable how-to docs
Admin Implementation Guide: Core setup instructions
It, Assistant, and Provider Guides: Role-specific onboarding for your IT team, assistants, and clinicians.

Implementation Tracker

Your team will receive a shared tracker that includes:

Key milestones + responsibilities
Training schedule
Task completion checklist
Branding questionnaire (if applicable)
Slack + support communication record

Support & SLAs

Our support team is committed to fast, accurate responses:

Submit questions to hello@gethealthie.com
Inquiries reviewed within 24 hours
Shared inbox ensures routing to your Implementation Manager, Support, or Engineering
For urgent implementation issues: use Slack or flag during meetings

Product Documentation

Communication via Slack

Slack is helpful for staying aligned during implementation, but it’s not designed for full customer support. Please don’t share PHI or sensitive information, as Slack is not HIPAA-compliant.

We recommend using email for non-urgent requests or product feedback.

Slack works best for: Developer questions, post-meeting recaps, and urgent flags requiring quick coordination.

Preparing for Kickoff

Ahead of your first call:

Complete the branding questionnaire if applicable (for white-label customers)
Prepare client list for import (guide)
Share intake forms & charting templates (more information)
Request a fax line if your organization needs it

Want to Keep Scaling?

We’re here beyond go-live. Whether you’re expanding care teams, launching new markets, or automating workflows with integrations, our team will help you evolve your Healthie setup to match.

🔗 Additional Resources

Questions? We're here to help: hello@gethealthie.com