Position Summary

Under the supervision of the Onboarding Director, the Onboarding Specialist II, supports the provider onboarding strategy. This role is responsible for relationship management and completion of all onboarding tasks required to deliver a seamless experience for new providers from offer acceptance through their start date. 

Key responsibilities include serving as a single point of contact for the new provider and as key strategic partner to all internal onboarding task owners. This role will also be responsible for communications with stakeholders, and will work closely with cross functional areas to ensure optimal provider onboarding and orientation to Vagelos College of Physicians and Surgeons (VP&S).

The ideal candidate has a strong background in customer service, interacting with or liaising with providers, supporting the strategy of internal clients, and leveraging technology to optimize onboarding activities.  Familiarity with HR processes, faculty affairs, hospital or insurance credentialing, practice operations or any combination of these areas is highly desirable.  

Responsibilities

Onboarding Operations and Experience

• Responsible for successfully managing all onboarding transactions and serving as a primary point of contact for new providers undergoing the onboarding process, hiring departments, all internal partners across the Medical Center and Vagelos College of Physicians and Surgeons (VP&S), and cross-institutional onboarding partners within NYP and Cornell.
• Communicates regularly with new hires to promote engagement, educate on the hiring process, provide regular status updates, and support their transition to the new role.
• Builds relationships with internal partners to minimize redundancies, ensure clear/ consistent messaging, and provide support as needed.
• Identifies potential gaps in customer service workflows and/or systemic communication protocols and resolves potential deficiencies, such as delays in communicating “incomplete” or “missing” status.
• Ensures alignment, efficient notifications, and handoffs of onboarding activities are in alignment with board review timelines and target start dates.
• Maintains high levels of service in onboarding experience, by maintaining strong knowledge and understanding of processes, including appointment procedures, credentialing requirements, training requirements, systems access requirements, committee meeting timelines, seasonal trends, common external bottlenecks, and other relevant factors impacting onboarding.

PEG Maintenance and Recredentialing   

• 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.
• Review and process annual updates, including open enrollment changes and demographic verification, ensuring all provider information remains current and accurate.
• Maintain provider credentials and expirables.

Operations & Continuous Improvement 

• Leverages Lean Six Sigma and other process improvement methodologies to help solve process performance issues, creates and develops initiatives to reduce waste, redundancies, and improve organization’s ROI.
• Supports communication strategies via an array of channels, including websites, live communications, and automatic messaging for potential new provider hires, departmental leaders, and other internal partners, such as Human Resources, Faculty Affairs, etc.
• Maintains calendar of events, measures success of all engagement, onboarding, and orientation activities, and leverages feedback to propose improvement opportunities.
• Supports recredentialing activities throughout the year by providing additional assistance in obtaining and submitting up –to-date documents and credentials to the appropriate entity.

People 

• Collaborates closely and builds strong relationships with peers within the Onboarding office, hiring departments and other business units (i.e.; Human Resources, EpicTogether, Credentialing committee, Payroll, MSO, NYP Shared Services, etc.) 
• Provides training and education to internal parties to promote a culture of customer service excellence and enhance productivity in onboarding experience activities.
• Fosters and maintains strong collaborative relationships with key onboarding partners and clinical departments

Other

• Keeps current on all organizational, regulatory compliance and privacy trainings policies and successfully completes all required trainings.

Minimum Qualifications

• Bachelor's degree or equivalent in education and experience required
• 3 years related experience

Preferred Qualifications

• Master’s Degree Management/business administration, public health or organizational development-related field degree.
• Experience with large-scale organizational change efforts
• PROSCI or equivalent Change Management Certification
• Certification in Lean, Six Sigma, IHI or other process improvement methodology

Other Requirements

• Bachelor’s degree in Organizational Development, healthcare administration or related field
• A minimum of 3 years in customer service, human resources, hospital credentialing, insurance credentialing, healthcare operations, faculty affairs and/or payor organizations or a combination of these fields.
• Understanding of provider hiring requirements and required documentation
• Strong proficiency and/or understanding of event planning, customer service, relationship management
• Strong interpersonal skills
  • Exceptional communication skills, both written and verbal
• Ability to prioritize multiple responsibilities and projects
• Excellent time management skills
• Proficient in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint

Equal Opportunity Employer / Disability / Veteran

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