Are you a seasoned leader 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 pivotal role, you will lead the onboarding and implementation of our OBHG programs, 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're looking for a talented leader to join our ranks. As a remote employee, you'll have the flexibility to work from anywhere while being part of a dynamic and supportive team.
**Responsibilities**
As our 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:
Essential Responsibilities
- 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 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 and Qualifications**
To succeed in this role, you will need:
Essential Skills and Qualifications
- Possess a passion for customer experience, relationship management, and program implementation.
- Have a proven track record of 3+ years in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry.
- Exhibit strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor.
- Demonstrate excellent communication and negotiation skills, with a proven ability to manage key stakeholder relationships.
- 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.
- Have the ability to thrive in a fast-paced environment.
- Have experience in process improvement, negotiations, and risk management.
- Hold a Bachelor's degree in Business, Healthcare Administration, or a related field; a Master's degree is preferred.
**Preferred Skills and Qualifications**
While not required, the following skills and qualifications are preferred:
Preferred Skills and Qualifications
- Have Obstetrical experience and/or physician practice management experience.
- Have strong computer skills, extensive experience in Word, Excel, and PowerPoint.
- Have a preferred understanding of medical terminology.
- Have knowledge of relevant state and federal healthcare regulations.
**Mental and Physical Demands**
As a remote employee, you will be required to:
Mental and Physical Demands
Sitting for long periods of time is a physical demand of this role, which requires this activity more than 66% of the time (5.5+ hrs/day).
Travel demands are moderate to extensive, with air and land travel required between corporate headquarters and client locations (35%+).
**What We Offer**
At blithequark, we offer a comprehensive benefits package that includes:
What We Offer
- A mission-based company with an amazing company culture.
- Paid time off and 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.
**Join Our Team**
If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to join blithequark as our Director of Customer Onboarding. Apply now and be part of a dynamic team that is revolutionizing the way healthcare services are delivered.
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