Client Onboarding Manager

Open Position: Client Onboarding Manager (“COM”)
Reports to:  Director of Implementations
Location:  Remote; Up to 25% travel

About Us
HST Pathways is on a mission to transform healthcare with innovative software technology that enables surgery centers to provide more cost-efficient patient care and better outcomes.  Our suite of solutions spans the entire case lifecycle, including scheduling, care coordination, clinical documentation, and revenue cycle.  Backed by Bain Capital, we are the fastest growing ASC software company and serve nearly 2,000 surgery centers, but we’re just getting started and have plans to 10X the value we offer.  However, our big ambitions are only as strong as the team behind them, which is why we’re looking to build our team with the best.
What we’re looking for:

You are inspiring, authentic, intuitive, highly motivated, results-driven, and a fast learner.  You want to work for a company with a positive work culture that is fast-paced and evolving.  You believe that working for a diverse and inclusive organization is best and hold the values of One Team, Inclusion, Transparency, Agility, Empathy, Growth Mindset and Proactivity -- and you’re ready to be an ambassador that exemplifies these qualities.  You are data driven and comfortable with a high-volume workload (“roll up your sleeves” approach) and adept at dealing with a dynamic work setting. 

Responsibilities:
The Client Onboarding Manager position is primarily responsible for oversight and facilitation of the client onboarding process for new and/or existing clients for all HST application offerings. The manager has overall responsibility for the successful initiation, planning, execution, monitoring and closure of an implementation.  This position is responsible for the overall success of the onboarding team resulting in the team hitting defined goals and metrics.  The Client Onboarding Managers provides direct support and education to team members to ensure defined processes are adhered to, they are the primary escalation point for client implementation challenges identified internally or initiated by clients.  The COM will utilize internal and external resources for successful and timely completions of project tasks, monitoring customer satisfaction and success of the implementation. This position will work in conjunction with other COMs, Client Services leadership teams as needed to coordinate resources. Responsibility for ensuring staff and client training, as well as knowledge sharing for successful project implementation and training is a priority. This position will be responsible for attending meetings with internal leaders and departments as well clients.   Travel is required as needed to ensure successful client implementations.
 

• Responsible for coaching, managing, and leading a team such that they are achieving team project targets, metrics, and goals and delivery in a way that results in high client satisfaction.
• Support staff with all projects to include managing complex corporate projects.  This may include supporting team members and/or managing resources and providing direction to meet the schedules required by the clients and the organization. Lead high profile and/or challenging implementation as needed. 
• Coach team members to ensure consistency across the team in processes and that all of their team members are successful in hitting goals and targets. 
• Track and coordinate ongoing staff training and provide the necessary materials for end-user training.
• Collaborate with clients, sales, and other team members in defining, planning, implementing, and evaluating the project needs for a successful implementation and go-live.
• Ensures the team works in partnership with internal and external customers and third-party vendors to provide operational expertise related to the HST applications and how they interact with other products.
• Fosters and facilitates strong account relationships between the team members, client leadership, corporate centers leadership, and standalone centers and their leadership.
• Supports team with escalation and resolution of implementation delays and issues regardless of relation to HST applications or external vendors. Escalate to Director of Implementation as needed. 
• Assist with the development and ongoing maintenance of new hire onboarding. Ensuring that new hires understand and complete the training process and have the necessary job-related equipment and materials. 
• Assist the Director of Implementations and HR with recruiting efforts.
• Complete employee annual evaluations, professional development plans, and performance improvement plans, including terminations.
• Perform special projects as required by leadership.
• Position is highly visible, and this person represents the mission and values of HST Pathways.
• Develop and/or present project status reports as required.
• Other duties as assigned.   

• 1-3 years of management experience.
• Minimum of 2-3 years of Implementation and Training experience at HST or similar.
• Must have the ability to manage and lead a team to successfully deliver projects meeting timelines and key milestones.
• Must have strong organization skills, excellent oral and written communication skills for internal and external communication.  This position requires excellent interpersonal and team building skills.
• This position requires a self-starter, team player, detail-oriented, and able to multi-task.
• Bachelor’s degree preferred.
• Project management experience preferred.
• Proficient in MS Office and related products.
• Able to manage many ongoing activities and tasks in a fast-paced environment.
• Up to 25% travel

Team Culture

• We go beyond the expected.  We strive to be the difference in everything we do and look for ways to innovate and deliver beyond expectations.
• We thrive through collaboration.  We invest in our team and take pride in the success of others. 
• We strive to make a positive impact.  We are passionate our work and leverage our collective creativity and industriousness to make big things happen
• We sharpen and share our expertise.  We aspire to learn, grow, and share knowledge.
• We love the journey.  We never lose sight of the fact that we’re contributing to building a new model of healthcare delivery.

Perks & Benefits

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.