Homeoffice Client Operations Lead chez Ingenovis Health

SUMMARY

The USN Client Operations Lead role is primarily responsible for supporting external stakeholders in organizing and managing the pre-orientation curriculum, educational materials, and onboarding processes for incoming staff involved in strike events.  This role ensures that all staff are well-prepared and equipped with the necessary knowledge and resources prior to the start of their assignment.  Key responsibilities include coordinating with clients to align on pre-onboarding education needs, sharing best practices, and reviewing Orientation plans to ensure a smooth experience. This position requires strong organizational skills, attention to detail, and the ability to work closely with internal teams and external clients to meet the demands of high-stakes, time-sensitive events. 

RESPONSIBILITIES

• Manage and oversee the creation, review, and completion of client-specific pre-orientation curriculum, including maintaining and updating landing pages or providing administrative support within the client’s Learning Management System (LMS).
• Assist clients in planning face-to-face orientation sessions, reviewing their proposed agendas, and providing recommendations on best practices to enhance the orientation process. 
• Leverage strong project management skills to break down complex tasks into actionable steps, develop efficient workflows, and create detailed action plans with clear timelines and responsibilities to ensure successful execution and team coordination 
• Organize and facilitate meetings to support client services and operations, ensuring meeting summaries, agreements, and action items are documented and communicated. 
• Schedule, participate in, and lead client calls as needed to support orientation and pre-learning initiatives, addressing any operational needs or concerns. 
• Collaborate with client services and operations teams to identify and implement strategies for continuous improvement, ensuring seamless execution of client projects. 
• Provide support for onsite strike operations as needed, including travel for short-term assignments to ensure smooth project execution. 
• Identify opportunities to streamline client processes, implementing operational efficiencies to improve client service offerings. 

• Performs additional duties as requested by management 

REQUIREMENTS AND EXPERIENCE

• Exceptional organizational skills are essential, as you will be managing multiple clients simultaneously, and will need to quickly recall and deliver each client’s unique orientation and pre-learning plans.
• Strong time management abilities are critical for this role. You should know when to ask for support to ensure smooth execution of tasks. 
• Excellent communication skills, both verbal and written, are vital for client-facing interactions. You will participate in weekly client calls and must be prepared to present material in a professional and clear manner. 
• Willingness to travel to support job actions, as required. 
• Strong decision-making skills, with the ability to apply written procedures and policies to resolve situations. 
• Self-motivated with the drive to succeed in a fast-paced environment. 
• A positive attitude is key in handling challenges and maintaining team morale during stressful situations. 
• Solid technical skills, with proficiency in MS Office (Word, Excel, PowerPoint), Outlook, scheduling software, and Smartsheet. Quick to adapt to new tools and technologies as needed. 
• Previous experience in healthcare or staffing environments is preferred. 
• Strong alignment with organizational core values of Integrity, Compassion, and Excellence. 
• Demonstrates excellent interpersonal skills, with a focus on providing exceptional service. 
• Strong administrative and coordination skills to ensure efficient project execution. 
• Ability to manage sensitive and confidential information with the utmost discretion and care. 
• High attention to detail and accuracy in all aspects of the role. 
• Associate’s degree required; Bachelor’s degree preferred (relevant work experience can be considered in lieu of a degree). 
• Experience managing client communications through various channels, including face-to-face, virtual meetings, and written correspondence. 
• Proficiency in Smartsheet and its functionality. 
• Familiarity with LMS platforms. Preferred experience with HealthStream, Absorb LMS, and other common platforms. 
• Experience with website updates, including uploading and linking content. 
• Knowledge of DocuSign for document management and electronic signatures. 
• Familiarity with Bullhorn or similar recruitment software. 
• Exposure to Quickbase for project management and workflow tracking. 
• Understanding of Textus for communication and messaging needs. 
• Ability to manage Outlook rules and shared inboxes efficiently. 
• Strong foundation in Excel, including proficiency in formulas, conditional formatting, and organizing and auditing data. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Ability to use sensory skills to effectively communicate and interact with other employees and the public through use of the telephone, email, video conference and face to face contact
• Ability to use manual dexterity, visual acuity and hearing acuity to effectively use and operate office related equipment such as but not limited to a computer, copier, scanner, camera, phone, headset, keyboard and mouse
• Ability to sit for extended periods of time at a keyboard and workstation with low periods of reaching and standing
• Ability to lift up to 15 pounds at times

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Ingenovis Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws.  This policy applies to all employment practices within our organization.

RESERVATION OF RIGHTS

Essential functions contained within this job description are listed above; they are subject to change at any time due to reasonable accommodation or other reasons set forth by management.   

Compensation Range

Benefits include: health, dental, vision, FSA/HSA, company-paid life insurance, 401K with discretionary match, paid time off, paid parental leave, and tuition reimbursement.