Senior Onboarding Manager

About the Role Every patient who joins Greenbrook passes through this function. Your team is often the first human touchpoint after someone expresses interest — and how they show up matters. Building rapport quickly, navigating objections with empathy, and making the process feel smooth and personal is what turns interest into commitment. As Onboarding Manager, you'll lead that team and own the systems, playbooks, and people that make it happen at scale. As the number of clinics grows, this role is what keeps conversion quality and speed from slipping under pressure. You'll manage and develop a team of onboarding specialists and report directly to the VP of Growth, Population Health & Operations. Compensation Compensation range: $75,000–$90,000, with a generous performance bonus. Your salary within this range will be based on your relevant, transferable experience and professional achievements. Location Hybrid in the Tampa Bay, FL area. Key Responsibilities Manage and develop a team of 3+ onboarding specialists: set priorities, monitor workload, and maintain quality as volume and locations grow. Coach the team on patient‑facing skills that drive conversion: building rapport quickly, handling objections with empathy, and making every interaction feel like the start of a relationship, not a transaction. Conduct regular conversation audits and coaching sessions; hold the team to clear quality standards and track improvement over time. Scale the team as our footprint and patient volumes expand. Own the Onboarding Workflow Own the end‑to‑end workflow from qualified lead to enrolled patient to successful new patient visit: scheduling, eligibility verification, PCP assignment, and new patient visit completion. Maintain the onboarding playbook as a living document; update as workflows and payer configurations evolve and ensure the team is trained to standard. Identify workflow bottlenecks and design solutions to improve conversion rate and top‑of‑funnel volume. Drive Performance Track specialist‑level results against the monthly new patient visit completion target; identify gaps and hold the team accountable. Own commission tracking: accurate calculations, records by referral source, and timely payment coordination. Think actively about top‑of‑funnel growth: onboarding sits closest to the moment patients say yes — bring that perspective to the growth team and deploy onboarding resources to support marketing and broker efforts where it makes sense. Accountabilities Patient Growth: Drive total HMO patient count to target by converting qualified leads into enrolled, engaged patients; owned jointly with the VP of Growth. New Patient Visit Rate: Maintain new patient visit completion within 30 and 60 days each month, tracked at the specialist level. About You Experience: 3–5+ years managing a frontline team in patient access, enrollment, onboarding, or a comparable high‑volume intake function in healthcare. Familiarity with payer eligibility, PCP assignment workflows, or Medicare Advantage operations is a strong plus. Skills: Strong process orientation: you build playbooks, not just run them. Comfortable with data: tracking conversion metrics, identifying specialist‑level performance gaps, and using reporting to drive coaching. High standards for quality and consistency, paired with the coaching instinct to develop people and hold them accountable. Naturally empathetic communicator: your team is the face of Greenbrook to every prospective patient — you set the standard for how to build rapport quickly, navigate objections with care, and make the process feel personal rather than transactional. Comfortable working across systems and tools: EHR platforms, CRM or tracking tools — you don't need to be technical, but you need to get fluent fast. Values: You embody our core values of Heart, Excellence, Accountability, Resilience, and Teamwork. Why You Should be Excited Innovation: Be part of an innovative clinic setting the standard for senior‑focused primary care. Work in a supportive, patient‑first environment that values quality care. Impact: Be part of a mission‑driven team focused on transforming healthcare for underserved seniors. Growth: We’re building more than a company — we’re building careers. As we grow, we’re creating meaningful opportunities for you to expand your skills, take on new challenges, and shape your path forward. Compensation & Benefits: Competitive base compensation and generous performance bonus, paid time off, health, dental and vision benefits, and 401(k) with a company match. Equal Employment Opportunity and Commitment to Diversity At Greenbrook Medical, we believe the only way we accomplish our mission is by building the best team in healthcare. We do this through a culture of respect and belonging, ensuring our teammates feel cared for first and foremost. We will extend equal employment opportunity to all applicants without regard to age, race, ethnicity, sex, religion, sexual orientation, gender identity, socioeconomic background, disability status, military affiliation, pregnancy or any other status protected under federal, state and local laws. Greenbrook Medical will provide reasonable accommodations during the recruitment process. #J-18808-Ljbffr TGH Senior Center