Director, Onboarding Services

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $165,000-$180,000

Position Summary

Reporting to the Executive Director of Human Resources, the incumbent leads the operations of the Office of Onboarding Services (OOS), providing leadership and direction to the Associate Director, who oversees the day-to-day management of the onboarding team. Key tasks include partnering with the Executive Director on OOS strategic planning while taking the lead on the operational approach, driving innovation, and working closely with cross-functional areas to ensure alignment with business objectives.

Responsibilities

Onboarding Experience and Operations

• Establishes the expected standards, policies and procedures for provider onboarding across the enterprise, in partnership with stakeholder groups such as: VP&S executive leadership, clinical leadership and onboarding partners within Columbia and NYP.
• Leads the optimization of provider onboarding protocols and experience, focused on minimal processing times and successfully acclimating newly hired providers to the Vagelos College of Physicians and Surgeons (VP&S).
• Leads the smooth rollout and adoption of standardized onboarding processes in connection with the implementation of MD-Staff, the system of record for Medical Staff Office (MSO) credentialing and Payer Enrollment Group (PEG) functions.
• As MD-Staff is a newly implemented system, drives ongoing workflow refinement and process improvement, identifying and acting on opportunities to optimize efficiency, data integrity, and the end-user experience.
• Partners with all internal stakeholders to ensure a consistent and efficient onboarding experience.
• Serves as the lead subject matter expert and is accountable for all provider onboarding activities.
• Provides operational leadership for the Office of Onboarding Services and directs its work through the Associate Director, a direct report, who oversees the day-to-day management of the team responsible for onboarding providers to Vagelos College of Physicians and Surgeons (VP&S).
• Establishes benchmarks, designs measures of stakeholder satisfaction, and demonstrates impact for all initiatives launched (qualitative and quantitative) in alignment with overarching organizational strategies.
• Develops and implements a robust onboarding and integration program in accordance with industry best practices to meet the strategic goals of the organization.
• Collaborates with executive leadership on topics of interest, including industry standards, changes to relevant laws, and matters impacting onboarding.

PEG Maintenance and Recredentialing Strategy

• Ensure staff monitor the 36-month re-credentialing cycle for managed care organizations and comply with varying credentialing timelines across CD and non-CD contracts and Medicaid revalidations.
• Ensure staff review and process annual updates, including open enrollment changes and demographic verification, ensuring all provider information remains current and accurate

Strategy

• Uses data-driven insights to analyze and identify opportunities for improvement in onboarding processes, ensuring alignment with VP&S objectives and minimizing inefficiencies.
•  Monitors provider onboarding trends, data, and service gaps, leveraging this information to make informed strategic decisions and process improvements.
• Uses business intelligence to foresee and resolve potential barriers or inefficiencies in onboarding, measuring impact of both technical logistics and customer service.
• Remains current on matters impacting the medical center, affiliates, and credentialing parties, including but not limited to requirements for government payers and contracted insurance plans.
• Ensures ongoing compliance with local regulatory standards and uses judgement to minimize risks to stakeholders.
• Designs and implements training strategy to ensure department capability to sustain security and optimal workflows for data integrity. Regularly audits Onboarding office to ensure highest quality and meeting of compliance goals.

People

• Leads and mentors the Office of Onboarding Services through the Associate Director and other direct reports, promoting accountability and modeling best practices for high levels of customer service, efficiency, and compliance.
• Promotes professionalism and optimized performance with ongoing coaching, training, and feedback.
• Contributes to and supports the development of an organizational culture of well-being, accountability, inclusivity and proactivity.
• Ensures direct reports understand and comply with local, state, federal and regulatory standards, as they apply to respective job functions.

Other

Keeps current on all organizational, regulatory compliance and privacy trainings policies and ensures that all staff has successfully completed all required trainings.

Minimum Qualifications

• Bachelor’s degree in business, healthcare management, organizational development or related field. A minimum of 5 years of related experience.
• Strong sense of teamwork and collaboration.
• Strong interpersonal skills.
  • Exceptional communication skills, both written and verbal.
  • Ability to translate complex data to a simplified format and clearly articulate messages to a variety of audiences.
  • Ability to establish and maintain strong relationships.
  • Ability to influence others and move toward a common vision or goal.
• Ability to successfully prioritize multiple responsibilities and projects.
• Excellent investigative skills.
• Strong analytical skills and attention to detail.
• Excellent time management skills.
• Proficient in the following: Microsoft Office applications, including Outlook, Excel, Word, PowerPoint.

Preferred Qualifications

• Master’s Degree Management/business administration, healthcare administration, human capital management or related field.
• Strong proficiency in provider hiring requirements and required documentation.
• Strong proficiency in credentialing protocols, including processes for Centers for Medicare & Medicaid Services (CMS), State Medicaid, and third-party payers.
• Strong understanding of health care industry, regulatory compliance requirements for providers and relevant performance improvement tactics.
• Strong proficiency and/or understanding of project management including executing technical and operational project activities with cross-functional teams.
• Experience in a centralized provider onboarding service or similar model strongly preferred.
• Demonstrated experience in leading teams to successfully implement large-scale process improvements.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.