Senior Onboarding Manager
About The Position
Every patient who joins Greenbrook passes through this function. Your team is often the first human touchpoint after someone expresses interest — and how they show up matters. Building rapport quickly, navigating objections with empathy, and making the process feel smooth and personal is what turns interest into commitment. As Onboarding Manager, you'll lead that team and own the systems, playbooks, and people that make it happen at scale. As the number of clinics grows, this role is what keeps conversion quality and speed from slipping under pressure. You'll manage and develop a team of onboarding specialists and report directly to the VP of Growth, Population Health & Operations.
Requirements
- 3–5+ years managing a frontline team in patient access, enrollment, onboarding, or a comparable high-volume intake function in healthcare
- Familiarity with payer eligibility, PCP assignment workflows, or Medicare Advantage operations is a strong plus
- Bachelors degree required
- Strong process orientation: you build playbooks, not just run them
- Comfortable with data: tracking conversion metrics, identifying specialist-level performance gaps, and using reporting to drive coaching
- High standards for quality and consistency, paired with the coaching instinct to develop people and hold them accountable
- Naturally empathetic communicator: your team is the face of Greenbrook to every prospective patient — you set the standard for how to build rapport quickly, navigate objections with care, and make the process feel personal rather than transactional
- Comfortable working across systems and tools: EHR platforms, CRM or tracking tools — you don't need to be technical, but you need to get fluent fast
- You embody our core values of Heart, Excellence, Accountability, Resilience, and Teamwork.
Responsibilities
- Manage and develop a team of 3+ onboarding specialists: set priorities, monitor workload, and maintain quality as volume and locations grow
- Coach the team on the patient-facing skills that drive conversion: building rapport quickly, handling objections with empathy, and making every interaction feel like the start of a relationship, not a transaction
- Conduct regular conversation audits and coaching sessions; hold the team to clear quality standards and track improvement over time
- Scale the team as our footprint and patient volumes expand
- Own the end-to-end workflow from qualified lead to enrolled patient to successful new patient visit: scheduling, eligibility verification, PCP assignment, and new patient visit completion
- Maintain the onboarding playbook as a living document; update as workflows and payer configurations evolve and ensure the team is trained to standard
- Identify workflow bottlenecks and design solutions to improve conversion rate and top of funnel volume
- Track specialist-level results against the monthly new patient visit completion target; identify gaps and hold the team accountable
- Own commission tracking: accurate calculations, records by referral source, and timely payment coordination
- Think actively about top-of-funnel growth: onboarding sits closest to the moment patients say yes — bring that perspective to the growth team and deploy onboarding resources to support marketing and broker efforts where it makes sense
Benefits
- generous performance bonus
- paid time off
- health, dental and vision benefits
- 401K with a company match
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What This Job Offers
Job Type
Full-time
Career Level
Senior
