Onboarding Coordinator Lead

ExactCare

Onboarding Coordinator Lead in pharmacy care management focusing on audits, coaching, and operational excellence. Collaborating across teams to enhance patient referral experiences and deliver outstanding service.

Posted 5/28/2026full-timeRemote • Ohio • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Benefits

Comp & perks

medical/dental/vision
flexible spending
company-paid life insurance
short-term disability
voluntary benefits
401(k)
Paid Time Off
paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

auditingcall monitoringreport preparationcustomer service qualityperformance metricsschedulinghealth and medication reviewanalytical skillstraining facilitationbilingual (English/Spanish)

Soft Skills

collaborationcoachingcommunicationleadershipmentoringtime managementattention to detailsolution-orientedsupportive attitudefacilitation

Certifications

Associate’s degree