Department

Customer Experience

Reports To

Manager, Customer Experience

Summary of Position

The Onboarding Coordinator is responsible for managing the end-to-end onboarding process for newly contracted hospital partners. This role serves as the central point of coordination between internal Biome teams (Sales, Products, Operations, and Client Transformation) and external hospital stakeholders to ensure a seamless transition from contract execution to full platform adoption and engagement with the Biome Performance Improvement team.

The successful candidate is highly organized, detail-oriented, and comfortable managing multiple projects while working cross-functionally with both technical and non-technical stakeholders both within and outside of the organization. Candidates must be familiar with healthcare data and project management tools.

Essential Duties and Responsibilities

• Own and manage the end-to-end onboarding lifecycle from post-contract handoff through successful platform deployment and handoff to performance improvement consultants.
• Partner with cross-functional stakeholders to review client data requirements, define onboarding scope, and ensure alignment on deliverables, timelines, and expectations
• Develop and maintain detailed onboarding project plans, including milestones, timelines, and key deliverables to ensure on-time and successful implementations
• Lead and facilitate onboarding engagements with client stakeholders, including project sponsors, operational leaders, and technical contacts
• Serve as the primary client liaison, ensuring clear, consistent communication across both technical and non-technical stakeholders throughout the onboarding process
• Coordinate and streamline cross-functional collaboration to support implementation activities and resolve dependencies
• Oversee data integration processes by guiding clients through data submission requirements, validating data against technical specifications, and ensuring readiness for deployment
• Identify, track, and resolve data quality and validation issues, partnering with respective stakeholders to ensure accuracy and completeness of deliverables
• Facilitate technical enablement, including coordination of system access, authentication (e.g., SSO), and environment configuration to support client onboarding
• Support and validate platform configuration, ensuring successful deployment of analytics tools, dashboards, and performance tracking mechanisms
• Orchestrate the transition from onboarding to ongoing engagement by ensuring all deliverables are completed and stakeholders are prepared for the active engagement
• Develop and deliver comprehensive onboarding documentation, including client summaries, implementation roadblocks
• Maintain and optimize onboarding workflows, documentation, and tracking systems to ensure consistency and scalability between health systems

Supervisory Responsibilities

None

Authorities for Position

None

Qualifications Required for Position (Required)

• BA/BS in a related field of study from an accredited college or university, and three to five years of background in client-facing roles such as onboarding, implementation, customer success, or account management with preference given to candidates with a healthcare technology background
• Demonstrated ability to manage multiple concurrent client engagements and prioritize effectively based on organizational timelines
• Skill in coordinating team activities to achieve desired outcomes
• Proficiency with Microsoft Office Suite, including PowerPoint, Excel, Visio, and Outlook.
• Experience with Atlassian products such as Jira and Confluence for project tracking and documentation.
• Ability to collate relevant information, understand themes/trends, and prepare materials for relevant stakeholders
• Ability to work independently and to take initiative, ownership, and personal accountability to drive results
• Ability to facilitate solutions through analytical and critical thinking
• Ability to construct plans and recommendations for resolving blockers in the onboarding process
• Advanced interpersonal skills necessary to effectively communicate complex technical concepts effectively with a wide variety of individuals
• Ability to work with and lead multidisciplinary teams in initiatives to facilitate application implementation
• Strong written and verbal communication skills with the ability to engage confidently with both clinical/operational hospital staff and technical teams
• Excellent organizational and time management skills, attention to detail, and a proactive approach to problem-solving
• Proven skills in developing great client relationships in a remote environment

Work Environment

Minimal travel required, with ample advance notice provided.