**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