Onboarding Coordinator Lead

About AnewHealth

AnewHealth is a major pharmacy care management organization serving people with complex, long-term health needs in the setting where they live. The company supports better patient outcomes as well as the healthcare organizations that serve them. Formed in 2023 by bringing together ExactCare and Tabula Rasa HealthCare, AnewHealth offers pharmacy services, pharmacy benefit management, and specialized support for Program of All-Inclusive Care for the Elderly. The organization has more than 1,400 employees and supports over 100,000 individuals across all 50 states.

Role Overview

The Onboarding Coordinator Lead uses onboarding knowledge and people-guidance experience to deliver high-quality service and uphold internal standards. The position is centered on accurate quality audits, team calibration support, and coaching that improves performance over time. Acting as a subject matter expert and cross-team partner, this leader helps maintain operational consistency, supports workforce monitoring, and strengthens the experience for new patient referrals through clear communication and leadership.

Key Responsibilities

• Review employee performance remotely and complete detailed, accurate audits.
• Partner with internal teams and leadership to confirm quality expectations are being met and to apply quality program rules when standards are missed.
• Make sure the required number of calibrations and audits are completed for each interaction type.
• Share regular updates and insights on quality processes and outcomes.
• Build strong member interactions, provide reassurance, and coach team members by demonstrating effective service behaviors and processes.
• Take part in weekly calibration meetings.
• Keep a constructive, supportive approach with leaders, peers, and stakeholders.
• Act as a go-to expert and help manage a team chat for questions and guidance.
• Provide weekend and evening support when the department requires coverage.
• Schedule patients and connect them with Onboarding Specialists for medication reviews.
• Work within defined guidelines to understand expectations and quality requirements.
• Support workforce monitoring by tracking Finesse and call queues.
• Handle incoming calls during peak periods and complete health and medication reviews, including medication lists, administration instructions, and key health details.
• Meet performance goals established by management.
• Prepare and maintain accurate reports.
• Join training sessions to stay current on operational updates and assist with training and shadowing.
• Represent AnewHealth’s core values in every interaction.
• Perform other related duties as assigned.

Qualifications

• Associate’s degree in a related area, or equivalent experience that may justify an exception.
• Background in sales, marketing, or customer service.
• Preferred experience in inbound or outbound call centers, scheduling, and cold calling.
• Preferred experience leading, mentoring, and training frontline teams.
• Comfort working in a fast-moving, entrepreneurial setting with frequent change and ambiguity.
• Strong analytical ability plus excellent verbal and written communication, including the ability to present findings to different levels of staff.
• Solid facilitation skills, including familiarity with program-specific material, training delivery, answering process/product questions, and basic adult learning principles.
• Experience reviewing calls for customer service quality, including quality concepts, terminology, and objectives.
• Ability to give clear, useful feedback and work effectively toward metrics and goals.
• Strong time management, prioritization, and attention to detail across multiple priorities.
• Problem-solving mindset with an entrepreneurial, solution-focused approach.
• Bilingual English/Spanish is an advantage.

Schedule and Work Conditions

This is a full-time role with an average schedule of 40 hours per week. The position may require availability outside standard business hours on an as-needed basis to support customer needs. Schedules may be adjusted according to role demands and organizational needs. Extended hours may also be necessary at times.

Travel

Travel may occasionally be required for department or organization events, team meetings, or other business needs.

Work Environment and Physical Requirements

This is an administrative position with typical demands that include hearing, seeing, sitting, standing, speaking, and walking.

Benefits

Full-time employees receive a comprehensive benefits package that includes medical, dental, and vision coverage; flexible spending accounts; company-paid life insurance; short-term disability; voluntary benefits; a 401(k) plan; paid time off; and paid holidays. Medical, dental, and vision coverage begin on the first day of the month after hire.

Equal Opportunity and Employment Requirements

AnewHealth provides equal employment opportunities to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other protected category under applicable state law. Candidates are encouraged to confidentially self-identify during the application process. Local applicants are encouraged to apply. The company maintains a drug-free workplace. Applicants must be legally authorized to work in this country.