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
- 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
- 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
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.