Director Of Customer Onboarding (Remote)

The Director of Customer Onboarding is responsible for leading the onboarding and implementation of ~10 OBHG programs on an ongoing basis. This individual contributor role focuses on enhancing customer engagement and ensuring smooth program implementation marked by effective collaboration and proactive problem-solving. This leadership position should cultivate a culture of collaboration and shared success with their matrix team counterparts across the organization, always working towards the goal of delivering exceptional customer experiences and the delivery of OBHG programs on or before their target start date.

Responsibilities of the Director of Customer Onboarding: Essential

• Manage the day-to-day activities of customer onboarding and implementation for assigned programs.

• Serve as the key point of contact for customer interactions during the onboarding process, instilling confidence and ensuring OBHG'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

• 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.

• Requires 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. Must be able to make effective presentations before a variety of internal and external audiences.

• 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

• 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)

Physical Demands: Sitting for long periods of time. Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Travel Demands: Moderate to extensive air and land travel (35%+) between corporate headquarters and client locations.

Annual Compensation Range: $125,000 - $135,000

What We Offer - The Good Stuff:

• 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.