Role Description:
As a Senior Customer Onboarding & Training Specialist, you will play a pivotal role in ensuring our clients' success by managing the end-to-end onboarding lifecycle for new laboratory clients. You will design and deliver comprehensive training programs to ensure user proficiency, provide ongoing technical support to troubleshoot issues, and collaborate cross-functionally to resolve complex challenges and enhance the overall customer experience. In this lead capacity, you will also serve as a mentor to junior team members, guiding their professional development and quality of work. You will lead strategic initiatives to optimize onboarding processes, identify systemic inefficiencies, and implement scalable solutions. Furthermore, you will act as a primary escalation point for high-stakes client accounts, leveraging your deep technical expertise and problem-solving skills to navigate complex issues and maintain long-term client satisfaction.
Responsibilities:
- Develop a comprehensive implementation plan with detailed milestones and deliverables
- Evaluate clients’ needs and develop configurations to support their business process
- Provide remote and on-site training to clients
- Provide end-user support
- Coordinate internal and client teams to complete Data Migration, Content Development, Interfaces, Enrollment, and Billing Configuration.
- Create detailed training guides based on office workflow.
- Develop, prepare and lead training sessions in group and one-on-one settings.
- Audit tickets
- Assign tasks to other team members to deliver on implementation timelines
How will you get here?
Education:
Bachelor's Degree or equivalent experience.
Experience:
- 5+ years as an LIS (laboratory) onboarding specialist with success implementing large complex labs..
- Lab experience is a plus.
- Project management knowledge is important.
Knowledge, Skills, Abilities:
- Strong leadership skills
- Ability to see the big picture without losing focus on detail
- Tech savvy
- Self-starter with excellent communication and influencing skills
- Ability to work with multiple groups including internal and external teams and manage expectations
- Strong client and relationship focus with proven ability to build and develop effective relationships with staff at all levels
- Positive and proactive approach to the dynamic environment
- Keen understanding of clinical work flows and how software can aid in patient care.
- Patience, empathy and a unique ability to manage stress
- Exceptional listening skills, with attention to detail
- Excellent verbal and written skills
Working conditions:
- Location: Great Neck, NY
- Employment Type: Permanent, full-time (40 hours per week)
- Work Model: Hybrid - must be able to come to the office at least 2x /week
Joining Comtron means embarking on a dynamic environment where trust, innovation, quality, and client success guide our days. At Comtron, we promote efficiency and excellence in healthcare with a powerful LIS solution and a fully customizable web-based EHR system, with a complete suite of Revenue Cycle Management services.
- Entrepreneurial culture;
- Dynamic and multicultural work environment;
- Generous health, vision, and dental group insurance coverage (after probation);
- 2 weeks of paid time off
Our office in Great Neck (NY) is accessible by public transit and is a short walk from Great Neck station (Long Island Rail Road).
Comtron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
All your information will be kept confidential according to EEO guidelines.