Role overview
The Onboarding Specialist owns end-to-end deployment of metabolic health programs for a portfolio of self-insured employers and administrative services organizations (ASOs). The role combines customer relationships, technical setup and project management in a complex clinical delivery environment, coordinating internal and external teams from discovery through launch and helping improve onboarding as the business grows.
Customer Deployment and Program Adoption
- Build effective relationships with stakeholders, executives and C-suite leaders across small and medium strategic clients and ASOs.
- Develop a thorough understanding of the health programs, onboarding processes, growth marketing approach and clinical operations.
- Lead discovery sessions to understand customer culture, priorities and goals, then tailor deployment plans to their populations.
- Recommend ways to increase member engagement, improve program results and strengthen client satisfaction.
- Set up, configure and test customer instances, coordinate internal resources and external vendors, and train customers to support program awareness and enrollment.
- Analyze customer data before and after launch and translate findings into actionable insights for customers and internal teams.
Project Delivery and Cross-Functional Coordination
- Manage multiple projects, overall plans and cross-functional teams to meet timelines and ensure launch readiness.
- Lead customer meetings, align stakeholders, manage expectations and address project risks and escalations through regular communication and status reports.
- Work with customer and third-party technical partners on data access and eligibility files, including requirements, file transfers, validation and ongoing issue resolution.
- Prepare, execute and participate in special events held for or hosted by clients, and create clear presentations and reports with post-launch insights.
- Build standard onboarding workflows, templates and playbooks, recommending process improvements that increase efficiency and consistency.
- Mobilize Client Success & Growth, Client Integration, Clinical Delivery, Product, Member Operations and Business Development teams to resolve client issues.
- Share client and market feedback with Clinical Delivery, Product, Marketing, Engineering, Billing Operations and executive teams.
- Partner with Client Marketing on pre-launch promotional strategies and toolkits that strengthen member engagement and program outcomes.
- Serve as the internal onboarding subject-matter resource, align teams and coordinate downstream client needs throughout the lifecycle.
Experience and Skills
- Two to five years of onboarding and customer-facing experience, including two to five years in health technology client onboarding and project management.
- A bachelor's degree and experience with health benefits, health and wellness, health plans or health systems.
- Ability to communicate on tactical and strategic issues with senior executives and execution teams, adapting written and verbal communication to the audience.
- Strong project management, organization and attention to detail, balancing thoughtful planning with timely execution.
- Ability to troubleshoot, analyze problems and manage conflicting priorities, ambiguity and time constraints in a fast-paced environment.
- Proficiency with Google applications and project management tools such as InspirePlanner, Monday.com and MS Project.
- Experience working with internal and external technical partners on data exchange, file specifications, encryption, transmission and testing.
- A resourceful, collaborative and customer-focused approach, with initiative and comfort taking ownership.
Remote Work, Pay and Benefits
The position is remote in the United States. The U.S. salary range is $110,000–$115,000 USD, with an opportunity for equity participation.
- Unlimited vacation with manager approval.
- Sixteen weeks of fully paid parental leave for delivering parents and eight weeks for non-delivering parents.
- Employer-sponsored medical, dental and vision coverage: 100% for employees and 80% for family coverage.
- Health Savings Account and Flexible Spending Account options, plus a 401(k) retirement savings plan.
Recruiting communications use official employer channels. Interviews are not conducted by text, and financial details are not requested during the interview process.