• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $160,000-$180,000

Position Summary

The Director of Onboarding Services is the strategic leader for the development, implementation, and alignment of the provider onboarding experience across Vagelos College of Physicians and Surgeons (VP&S) and its onboarding partners.  The incumbent is responsible for continuous improvement to deliver a seamless process and experience for new hires.

Key tasks include leading all Office of Onboarding Services (OOS) strategic planning, driving innovation, and working closely with cross functional areas to ensure alignment with business objectives.

The ideal candidate has a strong background in provider onboarding, faculty affairs coordination, credentialing, systems access and training requirements, Lean Six Sigma methodologies, process improvement tools, and leveraging technology to deliver excellent customer service. 

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).
• 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.
• Directly manages a 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.

Strategy

• Uses data driven insights to analyze and identify opportunities for improvement of 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.
• Under the direction of executive leadership, plans and leads the expansion of the office’s scope of services in alignment with organizational strategy and goals.
• 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

• Manages and mentors the Onboarding team and promotes accountability, modeling behavior and demonstrating 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

• 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.
• 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 in provider onboarding, credentialing, faculty affairs coordination and/or process improvement 
• Strong proficiency in provider hiring requirements and required documentation
• Strong proficiency in credentialing protocols, including processes for Centers of 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.
• Strong sense of teamwork and collaboration.
• Strong interpersonal skills
  o Exceptional communication skills, both written and verbal
  o Ability to translate complex data to a simplified format and clearly articulate messages to a variety of audiences
  o Ability to establish and maintain strong relationships
  o 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.
• Experience in a centralized provider onboarding service or similar model strongly preferred
• PROSCI or equivalent Change Management Certification
• Certification in Lean, Six Sigma, IHI, or other process improvement methodology 

Equal Opportunity Employer / Disability / Veteran

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