Job Description

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

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.

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.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Associate’s degree in a related field, or equivalent experience to justify an exception.

Experience

• Previous sales, marketing, or customer service experience.

• Preferred: Previous outbound/inbound call center or scheduling experience, including cold calling.

• Preferred: Experience managing leading, mentoring, and training teams of frontline employees.

Skills & Abilities

• 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

• Bilingual (English/Spanish) a plus

Physical/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. May be necessary to work extended hours as needed.

Schedule: 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. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Travel Travel may be required for special organization or department events, department team meetings, or other needs as requested.

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.