Onboarding Coordinator Lead

AnewHealth•OH - Remote, OH

7d•Remote

About The Position

The Onboarding Coordinator Lead leverages their expertise in guiding people and onboarding processes to ensure exceptional service delivery and adherence to organizational standards. This role focuses on conducting accurate performance audits, facilitating team calibrations, and providing coaching to drive continuous improvement. By serving as a subject matter expert and collaborating across teams, the Lead will maintain operational excellence, support workforce oversight, and enhance new patient referral experiences through effective communication and leadership.

Requirements

Associate’s degree in a related field, or equivalent experience to justify an exception.
Previous sales, marketing, or customer service experience.
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and agile to change and ambiguity
Must possess strong analytical skills.
Excellent oral and written communication; able to present findings to different staff levels
Strong facilitation skills, including knowledge of program specific material to training and answer questions regarding products and procedures, as well as basic knowledge of adult learning needs and strategies
Experience monitoring calls for customer service quality i.e. quality concepts, terminology and objectives
Ability to provide targeted and actionable feedback; skilled in managing to metrics and objectives
Ability to self-manage time and prioritize multiple competing projects, while maintaining keen attention to detail
Solution-oriented; enterprising thinking
hearing, seeing, sitting, standing, talking, and walking.
May be necessary to work extended hours as needed.
This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis.
Applicants must be eligible to work in this country.

Nice To Haves

Previous outbound/inbound call center or scheduling experience, including cold calling.
Experience managing leading, mentoring, and training teams of frontline employees.
Bilingual (English/Spanish) a plus

Responsibilities

Conduct thorough and accurate audits of employee’s performance through remote monitoring.
Collaborate and provide consultation within and across teams to ensure that quality standards are met and working with leadership to enforce Quality program guidelines regarding failure to meet quality standards.
Ensure right amount of calibrations and audits are completed based on set standard for interaction type.
Provide input and status updates regarding Quality processes and results on a regular basis.
Effectively engage with and reassure members to deliver outstanding customer service, modeling successful behaviors, processes while providing coaching to team members.
Participates in weekly calibration sessions.
Maintain an overall positive and supportive attitude towards leaders, colleagues and key stakeholders.
Serve as a subject matter expert and responsible for leading a chat for questions for the team.
Providing weekend and evening coverage as needed to support the department.
Scheduling and connecting patients to Onboarding Specialists for medication reviews.
Working within defined parameters to identify work expectations and quality standards.
Assist in workforce oversight by monitoring Finesse and Call Queues.
Available to take all incoming calls during high call volume periods and conduct a health and medication review with the patient that includes a thorough review of their list of medications and administration instructions and collecting key health information.
Responsible for achieving key performance metrics as set forth by the management team.
Maintain and prepare accurate reports.
Participates in relevant trainings to stay informed of any operational changes and assist in training and shadowing.
Embody AnewHealth’s Core Values in all communications and interactions.
Other duties as assigned.