Director of Customer Onboarding (Remote) – Drive Exceptional Customer Experiences at blithequark

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where collaboration and strategic thinking are key? If so, we invite you to join blithequark as our Director of Customer Onboarding. In this critical leadership role, you will be responsible for leading 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. As a Director of Customer Onboarding at blithequark, you will play a vital role in enhancing customer engagement and ensuring smooth program implementation. Your expertise will be instrumental in driving process improvements, adhering to best practices, and delivering exceptional customer experiences. If you are a results-driven leader with a proven track record in managing complex customer onboarding processes, we encourage you to apply for this exciting opportunity.

Responsibilities:

As the Director of Customer Onboarding, you will be responsible for the following essential duties:

Manage the day-to-day activities of customer onboarding and implementation

for assigned programs, ensuring timely and effective delivery of OBHG programs on or before their target start date.

Serve as the key point of contact

for customer interactions during the onboarding process, instilling confidence and ensuring blithequark's value proposition is clearly delivered.

Work collaboratively

with cross-functional teams to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction.

Proactively identify and address risks and issues

in program implementations, escalating concerns to leadership as needed.

Lead contract negotiations

and manage customer relationships to ensure clear and effective communication throughout the customer onboarding journey.

Drive process improvements

and adherence to best practices across matrix and onboarding teams.

Provide comprehensive weekly updates

to leadership on program status, challenges, and achievements.

Facilitate warm and effective transition

of programs leading up to and following Go-Live with the "steady state" operations team.

Manage operational aspects

of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success.

Act as the primary point of contact

for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction.

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 succeed in this role, you will need:

Passion for customer experience, relationship management, and program implementation

.

3+ years proven track record

in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry.

Strong strategic thinking and leadership skills

, with the ability to work effectively as an individual contributor.

Excellent communication and negotiation skills

, with a demonstrated ability to manage key stakeholder relationships.

Interpersonal skills

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

.

Experience in process improvement, negotiations, and risk management

.

Bachelor's degree in Business, Healthcare Administration, or a related field

; Master's degree preferred.

Preferred Skills/Credentials/Experience/Education:

While not required, the following skills and experience are highly desirable:

Preferred Obstetrical experience and/or physician practice management experience

.

Strong computer skills

, extensive experience in Word, Excel & PowerPoint.

Preferred understanding of medical terminology

.

Knowledge of relevant state and federal healthcare regulations

.

Mental and Physical Demands (per ADA guidelines):

This role requires:

Sitting for long periods of time

, occupation requires this activity more than 66% of the time (5.5+ hrs/day).

Moderate to extensive air and land travel

(35%+) between corporate headquarters and client locations.

What We Offer – The Good Stuff:

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

A mission-based company with an amazing company culture

.

Paid time off & holidays

so you can spend time with the people you love.

Medical, dental, and vision insurance

for you and your loved ones.

Health Savings Account (with employer contribution) or Flexible Spending Account options

.

Paid Parental Leave

.

Employer Paid Basic Life and AD&D Insurance

.

Employer Paid Short- and Long-Term Disability

.

Optional Short Term Disability Buy-up plan

.

401(k) Savings Plan, with ROTH option

.

Legal Plan

.

Identity Theft Services

.

Mental health support and resources

.

Employee Referral program

– join our team, bring your friends, and get paid. If you are a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join blithequark as our Director of Customer Onboarding. Apply for this job