Strive Compounding Pharmacy

Onboarding Specialist

• Lead all phases of client onboarding and technical implementation, from scope definition through successful launch and post-go-live transition.
• Serve as the strategic liaison between clients, product, and technical teams during setup, configuration, and integration.
• Manage and mentor a team of onboarding and solutions specialists, ensuring performance, professional growth, and alignment with organizational goals.
• Oversee multiple concurrent implementation projects, balancing short-term deliverables with long-term process improvements.
• Collaborate with internal developers to secure credentials, configure APIs/webhooks, and ensure system connectivity.
• Drive consistency and scalability within pharmacy product workflows across clients and platforms.
• Oversee validation and testing of pharmacy orders in both sandbox and production systems to maintain accuracy and compliance.
• Establish and monitor audit practices to ensure templates and order workflows align with clinical, regulatory, and operational standards.
• Manage system configuration processes—including product additions, order template design, and integration setup—in coordination with internal and external stakeholders.
• Evaluate and optimize technical integrations, identifying issues and implementing sustainable solutions to improve reliability.
• Provide feedback and strategic insight to Product and Engineering teams to enhance the RxVortex API and associated user experiences.
• Develop, maintain, and enforce SOPs, playbooks, and implementation documentation that ensure consistent delivery and knowledge sharing.
• Partner with Learning & Development to keep training content and documentation aligned with evolving tools and workflows.
• Cultivate a high-performing, collaborative team culture focused on accountability, innovation, and continuous learning.
• Analyze process metrics and client feedback to inform operational improvements and strategic initiatives.
• Manage onboarding and integration tracking within HubSpot CRM (or comparable platform) to ensure visibility, accuracy, and compliance.
• Uphold the highest standards of confidentiality, security, and regulatory compliance, including HIPAA requirements.

Manager, Client Onboarding and Implementation

Operations

• Create a roadmap for scaling non-dispensing operations with measurable outcomes tied to patient/provider experience
• Lead and develop managers and teams across Data Entry, Clinical Review, and Customer Care, fostering a culture of accountability, service, and continuous improvement.
• Own day-to-day non-dispensing operations, ensuring accuracy, compliance, efficiency, and exceptional service for patients, prescribers, and partners.
• Partner closely with the VP of Customer Experience to set a scalable strategy, define KPIs, and execute on operational and experience-focused initiatives.
• Design, implement, and refine workflows, SOPs, and training programs that support quality, turnaround time, and regulatory compliance.
• Collaborate with Quality, Compliance, and IT to maintain adherence to state and federal regulations and to leverage technology for workflow optimization.
• Use data and performance metrics to identify trends, solve operational issues, and drive improvements in productivity, service levels, and customer satisfaction.
• Lead change management efforts related to new systems, processes, and service offerings, ensuring effective communication and adoption across teams.

Director of Pharmacy Services – Non-Dispensing Pharmacy Operations

• Manage Onboarding: Facilitate the onboarding process for new clinics in a timely manner with clear instructions, ensuring a seamless experience.
• Collect Feedback: Capture customer feedback to improve the onboarding process and experience.
• Cross-functional Collaboration: Work closely with internal teams such as Customer Success and Customer Experience, escalating issues to the appropriate teams, creating and updating customer education materials pertaining to the provider portal, and ensuring customer satisfaction.
• Onboarding Project Support: Assist with onboarding tasks such as creating Office Manager accounts after initial set-up, route inquiries from shared inbox and Slack channels to appropriate teams.
• CRM Utilization: Effectively utilize HubSpot CRM to meticulously track and manage onboarding progress. Create and maintain internal documentation and customer records with a focus in data integrity/cleanliness with the highest confidentiality and data security standards.

Client Onboarding Specialist

Learning and Development

• Develop and deliver training (in all training modalities)
• Collaborate with stakeholders
• Facilitate deep dives into training needs
• Support product enhancements
• Increase the team's visibility
• Utilize data storytelling to identify training needs.
• Apply up-to-date expertise to the development, execution, and improvement of training plans
• Create training that encompasses onboarding, cross-training, upskilling/reskilling, functional business changes, employee development, and functional leadership development
• Identify and address operational needs with training development and/or enhancements
• Build relationships and partnerships with key stakeholders
• Analyze and evaluate requests for training to guide curriculum development
• Align training assessments with the operational business
• Lead the architecture and development of new training and training programs
• Oversee project teams responsible for designing new curriculum
• Support the company mission, values, and standards of ethics and integrity.

Manager, Client Onboarding and Implementation

Director of Pharmacy Services – Non-Dispensing Pharmacy Operations

Client Onboarding Specialist

Instructional Designer – Learning Architect