Director of Customer Onboarding (Remote) at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for building strong relationships with clients? If so, we invite you to join blithequark as our Director of Customer Onboarding. In this pivotal role, you will lead the onboarding and implementation of ~10 OBHG programs on an ongoing basis, fostering a culture of collaboration and shared success with your matrix team counterparts across the organization.

About blithequark

blithequark is a mission-driven company that is revolutionizing the way healthcare services are delivered. Our team is dedicated to providing exceptional customer experiences, and we are committed to fostering a culture of innovation, collaboration, and growth. As a remote employee, you will have the flexibility to work from anywhere, while still being part of a dynamic and supportive team.

Responsibilities of the Director of Customer Onboarding

As the Director of Customer Onboarding, you will be responsible for leading the onboarding and implementation of ~10 OBHG programs on an ongoing basis. Your key responsibilities will include:

• Managing day-to-day activities: You will oversee the day-to-day activities of customer onboarding and implementation for assigned programs, ensuring that all tasks are completed on time and to the highest standard.
• Serving as key point of contact: You will serve as the primary point of contact for customer interactions during the onboarding process, instilling confidence and ensuring that blithequark's value proposition is clearly delivered.
• Collaborating with cross-functional teams: You will work collaboratively with cross-functional teams to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction.
• Identifying and addressing risks: You will proactively identify and address risks and issues in program implementations, escalating concerns to leadership as needed.
• Leading contract negotiations: You will lead contract negotiations and manage customer relationships to ensure clear and effective communication throughout the customer onboarding journey.
• Driving process improvements: You will drive process improvements and adherence to best practices across matrix and onboarding teams.
• Providing comprehensive updates: You will provide comprehensive weekly updates to leadership on program status, challenges, and achievements.
• Facilitating program transitions: You will facilitate warm and effective transition of programs leading up to and following Go-Live with the "steady state" operations team.
• Managing operational aspects: You will manage operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success.
• Acting as primary point of contact: You will act as the primary point of contact for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction.
• Evaluating and reporting KPIs: You will regularly evaluate and report on key performance indicators (KPIs) related to onboarding efficiency and customer satisfaction, using data to drive continuous improvement.

Essential Skills/Credentials/Experience/Education

To be successful in this role, you will need to possess the following essential skills, credentials, experience, and education:

• Passion for customer experience: You will have a passion for delivering exceptional customer experiences and building strong relationships with clients.
• Leadership experience: You will have 3+ years of proven track record in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry.
• Strategic thinking and leadership skills: You will have strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor.
• Excellent communication and negotiation skills: You will have excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships.
• Interpersonal skills: You will have interpersonal skills to be able to interact effectively with all levels of hospital staff, medical staff, patients, governmental and other external agencies, members of the general public in sensitive, delicate and/or complex situations.
• Ability to thrive in a fast-paced environment: You will be able to thrive in a fast-paced environment and make effective presentations before a variety of internal and external audiences.
• Experience in process improvement, negotiations, and risk management: You will have experience in process improvement, negotiations, and risk management.
• Bachelor's degree in Business, Healthcare Administration, or a related field: You will have a Bachelor's degree in Business, Healthcare Administration, or a related field; Master's degree preferred.

Preferred Skills/Credentials/Experience/Education

While not essential, the following preferred skills, credentials, experience, and education would be beneficial:

• Preferred Obstetrical experience and/or physician practice management experience: You will have preferred Obstetrical experience and/or physician practice management experience.
• Strong computer skills: You will have strong computer skills, extensive experience in Word, Excel & PowerPoint.
• Preferred understanding of medical terminology: You will have a preferred understanding of medical terminology.
• Knowledge of relevant state and federal healthcare regulations: You will have knowledge of relevant state and federal healthcare regulations.

Mental and Physical Demands

As a remote employee, you will be required to:

• Sitting for long periods of time: You will be sitting for long periods of time, with occupation requiring this activity more than 66% of the time (5.5+ hrs/day).
• Moderate to extensive air and land travel: You will be required to travel moderately to extensively between corporate headquarters and client locations.

What We Offer

At blithequark, we offer a comprehensive benefits package that includes:

• A mission-based company with an amazing company culture: You will be part of a dynamic and supportive team that is dedicated to delivering exceptional customer experiences.
• Paid time off & holidays: You will have paid time off and holidays to spend with the people you love.
• Medical, dental, and vision insurance: You will have medical, dental, and vision insurance for you and your loved ones.
• Health Savings Account (with employer contribution) or Flexible Spending Account options: You will have Health Savings Account (with employer contribution) or Flexible Spending Account options.
• Paid Parental Leave: You will have paid parental leave to support your family.
• Employer Paid Basic Life and AD&D Insurance: You will have employer-paid basic life and AD&D insurance.
• Employer Paid Short- and Long-Term Disability: You will have employer-paid short- and long-term disability.
• Optional Short Term Disability Buy-up plan: You will have an optional short-term disability buy-up plan.
• 401(k) Savings Plan, with ROTH option: You will have a 401(k) savings plan with a ROTH option.
• Legal Plan: You will have a legal plan.
• Identity Theft Services: You will have identity theft services.
• Mental health support and resources: You will have mental health support and resources.
• Employee Referral program: You will have an employee referral program that rewards you for bringing your friends to join our team.

How to Apply

If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! Apply for this job