What are the responsibilities and job description for the Supervisor, Member Onboarding position at Ametros Financial?
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
Job Summary:
The Supervisor of Onboarding manages the day-to-day operations of the Member Onboarding Team and their daily performance. The Onboarding team ensures that new Ametros Careguard members understand their benefits, are properly set up in our systems, and their service providers are informed of Careguard to ensure proper billing. This includes real-time performance monitoring, assisting with the development of training material, de-escalating customer issues and establishing best practices in service.
PRIMARY RESPONSIBILITIES:
Team Leadership & D evelopment
Lead, coach, and develop onboarding specialists to meet performance and quality standards.
Foster a culture of empathy, accountability, and continuous learning.
Conduct regular team meetings, 1:1s, and performance reviews.
Onboarding Experience Management
Oversee the end-to-end onboarding journey, ensuring timely and personalized member engagement.
Monitor onboarding milestones and proactively address delays or issues.
Ensure onboarding communications are clear, consistent, and aligned with member journey .
Operational Excellence
Develop and refine onboarding workflows and SOPs to improve efficiency and scalability.
Track and report on onboarding KPIs (e.g., time-to-onboard, member satisfaction, completion rates).
Identify and implement process improvements using member feedback and data insights.
Cross-Functional Collaboration
Partner with Member Care, Sales, Product, and Training teams to align onboarding goals and initiatives.
Serve as the voice of onboarding in cross-functional meetings and projects.
Collaborate with tech and data teams to optimize onboarding tools and platforms.
Quality Assurance & Compliance
Ensure onboarding practices comply with internal policies and external regulations.
Conduct audits and quality checks to maintain high standards .
Address escalations and resolve complex onboarding challenges.
Reporting & Insights
Analyze onboarding data to identify trends, gaps, and opportunities.
Present insights and recommendations to leadership to inform strategy.
Maintain dashboards and documentation for transparency and accountability.
REQUIRED SKILLS/ QUALIFICATIONS :
Bachelor’s Degree or equivalent
Minimum 3 years’ experience in a high-volume customer service/call center as a supervisor with proven experience leading customer service in a business related to healthcare / Medicare, insurance services, case management or workers’ compensation
Experience in creating training aids, policies and procedures in a fast-paced environment
Knowledge of Worker’s Compensation Claim & settlement process
A professional presence
Adaptability- the individual adapts to changes in the work environment, workload, or schedule
Dependability- the individual is consistently at work and on time, follows instruction, and responds to management direction
Exceptional attention to detail given that this role will be managing financial transactions
Excellent written and verbal communication skills with ability to adapt communication style depending on audience
Aptitude for problem-solving- the individual identifies and resolves problems in a timely manner
Sound business judgment and computer skills (Microsoft Office Suite)
Ability to work independently and as part of a team
A desire to continue to learn and improve both self and the organization
Experience in customer/member care or operations.
Strong leadership and communication skills.
Familiarity with CRM tools and reporting platforms.
The estimated salary range for this position is $73,000USD to $83,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer
Salary : $83,000
