Onboarding Phone Agent

JOB SUMMARY

The Onboarding Phone Agent is responsible for serving as the primary point of contact for incoming and outgoing onboarding-related phone calls. This role provides exceptional service to prospective and existing clinic accounts by assisting with onboarding inquiries, account setup, provider additions, documentation requirements, compliance, and Life File support. The Onboarding Phone Agent works closely with internal departments to ensure a seamless onboarding experience while maintaining compliance with company policies and procedures.

DUTIES AND RESPONSABILITIES

• Answer and manage a high volume of inbound and outbound onboarding-related phone calls professionally and efficiently.
• Assist clinics with onboarding questions, account setup, provider additions and removals, and onboarding documentation requirements.
• Provide guidance on navigating Life File and onboarding processes.
• Warm transfer calls to the appropriate department when inquiries fall outside the onboarding scope.
• Document all customer interactions accurately within Salesforce and other internal systems.
• Review onboarding documentation for completeness and communicate any missing requirements to clinics.
• Follow established onboarding SOPs and compliance procedures.
• Coordinate with Billing, Sales, Compliance, Account Management, and other departments to ensure a smooth onboarding experience.
• Respond to voicemails and follow up with clinics in a timely manner.
• Maintain professionalism, empathy, and excellent communication throughout every interaction.
• Meet department productivity, quality, and customer service expectations.
• Perform other onboarding-related duties as assigned.

SKILLS & ABILITIES

• Strong verbal and written communication skills.
• Excellent telephone etiquette and active listening skills.
• Ability to provide a positive and professional customer experience.
• Strong organizational and time management skills.
• Ability to multitask while maintaining accuracy.
• Comfortable learning and explaining onboarding processes and system navigation. ? Ability to work collaboratively across multiple departments.
• Strong attention to detail and problem-solving skills.
• Proficient with Microsoft Office and computer-based systems.
• Ability to adapt to changing priorities in a fast-paced environment.

EDUCATION & EXPERIENCE

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience in a phone-based environment.
• Experience handling a high volume of inbound and outbound calls.
• Experience in healthcare, pharmaceutical, medical, or onboarding environments is preferred.
• Experience using CRM systems such as Salesforce is preferred.