Head of Patient Onboarding

Who is Spring Fertility?We're a passionate, dedicated team of leading physicians and scientists who came from some of the best research hospitals and fertility centers around the world to become the fastest growing fertility group in the country. We offer the most patient-centric, individualized, flexible and compassionate care. Our mission is to partner with our patients to help them achieve their goals, whatever those may be. We believe everyone deserves a family if they want one, and our team is dedicated to guiding our patients on their unique journeys!Why should you join our team?We are a mission-driven organization that is looking for high performers, movers, shakers and innovators! We are working hard to create a first-class fertility practice, but we know how to have fun too! We are growing quickly and care deeply about the development of our team, both professionally and personally. We value optimism, compassion and teamwork, and above all, are united by our shared commitment to put patients first.Role SummaryThis role requires a passionate, analytical, and collaborative individual focused on building and overseeing the teams, systems, and processes that support new patient onboarding. This role will provide both strategic and tactical oversight in the development, implementation, and management of patient onboarding programs in alignment with market needs and the patients we serve. This role will be responsible for managing a dispersed team of New Patient Coordinators, as well as build highly collaborative working relationships with Marketing, Clinical Operations, Finance, and other cross functional stakeholders across clinic locations and shared services. A strong proficiency in technology solution implementation & process engineering is required. Externally, this role will work with various technology partners to successfully build strategy and ensure Spring Fertility is leading the healthcare industry. This role reports directly to the Operations Executive.The Head Of Patient Onboarding role is vital to providing an exceptional experience to Spring Fertility patients and to maintaining the feeling of individualized care, at scale. This role requires an individual who takes pride in speaking with patients, is passionate about developing a team, and who can identify opportunities and trends and clearly communicate recommendations to senior leadership.The Head Of Patient Onboarding is responsible for creating and enhancing a warm and confident environment for patients and teammates and provides courteous and compassionate care. This individual is responsible for hiring and managing the training of new patient coordinators, dissecting and implementing systems to improve the process of patient onboarding, creating new protocols and training programs, and assessing the efficiency/productivity of Key Performance Indicators (KPIs) at the macro (division) and micro (individual) levels.Education, Licenses, Certifications• Bachelor's degree in Business, Marketing, Sales, or a related field.• Proven experience in a senior call center sales leadership role, preferably in a direct-to-consumer or other healthcare environment.• Strong understanding of sales strategies, customer behavior analysis, and lead management.• Demonstrated ability to develop and implement successful sales scripts and training programs and the use of advanced CTI/IVR systems.• Experience in recruiting, hiring, and managing high-performing call center teams.• Excellent communication, leadership, and motivational skills.• Proficiency in using CRM systems (Salesforce experience preferred), sales analytics tools, and emerging technologies, including AI.Employment TypeThis is a full-time exempt position.CompensationThe salary range for this role is $100,000-$140,000 annually. Salary is based on several factors including job related knowledge and skill set, depth of experience, certifications and/or degrees.BenefitsInvesting in you today• Competitive Medical, Dental, and Vision Plans• Paid Time Off to enjoy "you" time!• WFH Setup and Electronic Stipend• Additional benefits - WageWorks Commuter Benefits, Pet Insurance, Discounted rates on home and auto insurance• Career development and cross-training opportunitiesInvesting in your future• 401k Match with up to 4% matching• Fertility Benefits Program• Paid Life and Disability InsuranceDon't have it all? We still welcome you to apply!At Spring Fertility, we believe that everyone who wants a family deserves to have one, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we acknowledge and value the diversity of goals, life experiences, and unique paths to parenthood among our patients, we also actively celebrate diversity within our organization. We are an equal opportunity employer, and we are committed to a safe and inclusive work environment for all. We recognize that diversity among our team allows us to not only more effectively serve our patients, but also to advance innovation and opportunity within our field. We encourage qualified applicants of every background, ability, and life experience to apply to our employment opportunities.We are scientists. We are humanists. We are passionate about fertility.The Human Resources Department will make reasonable efforts in the recruitment process to accommodate applicants with disabilities. If selected for an interview, and you require accommodation, please notify the recruiter who reached out to you. If you need assistance in navigating our website and the job application process, please email us at recruiting@springfertility.comVisit our Careers Page to learn more about us! www.springfertility.com/careers• California and Oregon Employees Only - In accordance with CDC, state and local guidelines, Spring Fertility requires all on-site (or remote employees who come on-site) to be fully vaccinated for COVID-19. To be considered for employment opportunities at Spring Fertility, candidates must be fully vaccinated (including all eligible boosters recommended by the CDC) by potential start date. If not eligible to be boosted at this present time, it will be required when you meet eligibility should you be offered a position at Spring. Exceptions will be made for candidates who are not able to be vaccinated due to medical or religious reasons under federal, state, and local laws.CCPA disclosure notice here.