Director of Customer Onboarding – Remote Opportunity to Drive Exceptional Customer Experiences at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where collaboration, strategic thinking, and problem-solving are essential? If so, we invite you to join blithequark as our Director of Customer Onboarding, where you will play a pivotal role in shaping the customer onboarding journey for our OBHG programs.

About blithequark

blithequark is a mission-driven organization dedicated to revolutionizing the healthcare industry through innovative solutions and exceptional customer experiences. Our team is comprised of talented professionals who share a common goal: to deliver outstanding results while fostering a culture of collaboration, empathy, and shared success. As a remote employee, you will be part of a dynamic team that values flexibility, work-life balance, and continuous learning.

Job Summary

As the Director of Customer Onboarding, you will lead the onboarding and implementation of ~10 OBHG programs on an ongoing basis, ensuring seamless program delivery and exceptional customer experiences. This individual contributor role requires a unique blend of leadership, strategic thinking, and interpersonal skills, with a focus on cultivating a culture of collaboration and shared success within our matrix team.

Responsibilities

As the Director of Customer Onboarding, your key responsibilities will include:

• Manage day-to-day activities: Oversee the onboarding and implementation of assigned programs, ensuring timely and effective delivery.
• Customer interactions: Serve as the primary point of contact for customer interactions during the onboarding process, instilling confidence and ensuring blithequark's value proposition is clearly delivered.
• Collaboration and problem-solving: Work closely with cross-functional teams to reduce Time to Onboard (TTO) and enhance overall customer satisfaction, proactively identifying and addressing risks and issues in program implementations.
• Contract negotiations and customer relationships: Lead contract negotiations and manage customer relationships to ensure clear and effective communication throughout the customer onboarding journey.
• Process improvements: Drive process improvements and adherence to best practices across matrix and onboarding teams, ensuring efficient and effective program delivery.
• Weekly updates and reporting: Provide comprehensive weekly updates to leadership on program status, challenges, and achievements, using data to drive continuous improvement.
• Program transition and handover: Facilitate warm and effective transition of programs leading up to and following Go-Live with the "steady state" operations team.
• Customer success initiatives: Manage operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success.
• Client concerns and feedback: Act as the primary point of contact for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction.
• Key performance indicators (KPIs): Regularly evaluate and report on KPIs related to onboarding efficiency and customer satisfaction, using data to drive continuous improvement.

Essential Skills and Qualifications

To succeed in this role, you will need:

• Passion for customer experience: A genuine passion for delivering exceptional customer experiences and a deep understanding of the importance of customer relationships in driving business success.
• Leadership experience: 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: Strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor.
• Excellent communication and negotiation skills: Excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships.
• Interpersonal skills: 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: Ability to thrive in a fast-paced environment with multiple priorities and deadlines.
• Experience in process improvement, negotiations, and risk management: Experience in process improvement, negotiations, and risk management, with a focus on driving efficiency and effectiveness.
• Bachelor's degree in Business, Healthcare Administration, or a related field: Bachelor's degree in Business, Healthcare Administration, or a related field; Master's degree preferred.

Preferred Skills and Qualifications

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

• Obstetrical experience and/or physician practice management experience: Preferred Obstetrical experience and/or physician practice management experience.
• Strong computer skills: Strong computer skills, extensive experience in Word, Excel & PowerPoint.
• Understanding of medical terminology: Preferred understanding of medical terminology.
• Knowledge of relevant state and federal healthcare regulations: 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: 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: Moderate to extensive air and land travel (35%+) between corporate headquarters and client locations.

What We Offer

As a valued member of the blithequark team, you can expect:

• A mission-based company with an amazing company culture: A dynamic and supportive work environment that values collaboration, empathy, and shared success.
• Paid time off & holidays: Paid time off and holidays to spend with loved ones.
• Medical, dental, and vision insurance: Comprehensive medical, dental, and vision insurance for you and your loved ones.
• Health Savings Account (with employer contribution) or Flexible Spending Account options: Health Savings Account (with employer contribution) or Flexible Spending Account options.
• Paid Parental Leave: Paid Parental Leave to support your growing family.
• Employer Paid Basic Life and AD&D Insurance: Employer Paid Basic Life and AD&D Insurance.
• Employer Paid Short- and Long-Term Disability: Employer Paid Short- and Long-Term Disability.
• Optional Short Term Disability Buy-up plan: Optional Short Term Disability Buy-up plan.
• 401(k) Savings Plan, with ROTH option: 401(k) Savings Plan, with ROTH option.
• Legal Plan: Legal Plan.
• Identity Theft Services: Identity Theft Services.
• Mental health support and resources: Mental health support and resources.
• Employee Referral program: Employee Referral program – join our team, bring your friends, and get paid.

Apply Now

If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for the Director of Customer Onboarding role at blithequark. Please submit your application through our website: Apply Job! Apply for this job