Role Title Client Onboarding & Process Manager – Remote Role Summary You will own the client onboarding journey from contract signing through VA placement readiness and operational transition. You lead structured discovery calls, document real client workflows into usable SOPs, and ensure placements start with minimal confusion. You are the bridge between clients, Placement Specialists, and Operations—proactively addressing gaps, clarifying expectations, and training new VAs. This role is not for candidates who need step-by-step instructions or prefer reactive work. Core Responsibilities - Lead client onboarding sessions: Run structured discovery and expectation-setting calls; clarify scope, timeline, and deliverables before recruitment begins. - Document workflows: Translate client operations into detailed SOPs that can be executed by VAs without follow-up questions. Step in when workflows are incomplete or ambiguous. - Draft and refine Job Descriptions: Ensure JDs reflect actual responsibilities, required skills, and workflows before recruitment begins. - Coordinate with Placement Specialists: Confirm role readiness and align on candidate profiles; flag gaps early. - Manage client alignment: Keep clients informed of next steps, follow-ups, and any blockers in real time. - Train newly placed VAs: Deliver hands-on guidance on documented workflows; verify competency before handoff to Operations. - Ensure smooth operational transition: Oversee placement handoff into Operations, addressing gaps that could disrupt delivery. What We Actually Care About - You identify gaps in client workflows and act immediately to fix them. - You produce Job Descriptions and SOPs that VAs can follow independently. - You maintain client confidence by keeping communication structured and clear. - You proactively flag misalignments or potential blockers. - You ensure onboarding transitions smoothly into operational delivery. What This Role Is NOT - A sales or lead generation role. - A reactive assistant waiting for tasks or instructions. - A role that only documents processes without confirming usability. - A role that leaves clients or VAs confused about expectations or next steps. Position Details - Hours: US-aligned, 8–10 hours/day; fully remote, asynchronous collaboration. - Structure: Full-time contractor; responsible for output and client satisfaction. Application Instructions - Submit an example of a client onboarding you managed, including SOPs, workflows, or role definitions you created. - Include a brief description of a misalignment you identified and how you resolved it.

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health. For over 90 years, we have been New Jersey’s health solutions leader driving innovations that improve health care quality, affordability, and member experience. Our members are our neighbors, our friends, and our families. It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds. About the Role This position is responsible for performing behavioral health duties using established guidelines to ensure appropriate level of care as well as planning for the transition to the continuum of care. Performs duties and types of care management as assigned by management. What You'll Do - Assesses patient's behavioral health clinical need against established guidelines and/or standards to ensure that the level of care and length of stay of the patient are medically appropriate for inpatient stay. - Evaluates the necessity, appropriateness and efficiency of behavioral health medical services and procedures provided. - Coordinates and assists in implementation of plan for members. - Monitors and coordinates services rendered outside of the network, as well as outside the local area, and coordinates internally for negotiation of fees for such services as appropriate. Coordinates with patient, family, physician, hospital and other external customers with respect to the appropriateness of care from diagnosis to outcome. - Coordinates the delivery of high quality, cost-effective care supported by clinical practice guidelines established by the plan addressing the entire continuum of care. - Monitors patient's behavioral health medical care activities, regardless of the site of service, and outcomes for appropriateness and effectiveness. - Advocates for the member/family among various sites to coordinate resource utilization and evaluation of services provided. - Encourages member participation and compliance in the behavioral health case/disease management program efforts. - Documents accurately and comprehensively based on the standards of practice and current organization policies. - Interacts and communicates with multidisciplinary teams either telephonically and/or in person striving for continuity and efficiency as the member is managed along the continuum of care. - Understands fiscal accountability and its impact on the utilization of resources, proceeding to self-care outcomes. - Evaluates care by problem solving, analyzing variances and participating in the quality improvement program to enhance member outcomes. - Completes other assigned functions as requested by management. What You Bring Education/Experience: - High School Diploma/GED required. - Bachelor degree preferred or relevant experience in lieu of degree. - Requires a minimum of two (2) years behavioral health clinical experience. - Behavioral health experience, preferably in a managed care setting, strongly preferred Additional licensing, certifications, registrations: - Active Unrestricted NJ LCSW, LMFT, LPC or RN License. Knowledge: - Prefers proficiency in the use of personal computers and supporting software in a Windows based environment, including MS Office products (Word, Excel, PowerPoint) and Lotus Notes; prefers knowledge in the use of intranet and internet applications. - Prefers working knowledge of case/care management principles. - Prefers working knowledge of principles of utilization management. - Prefers basic knowledge of health care contracts and benefit eligibility requirements. - Prefers knowledge of hospital structures and payment systems. Skills and Abilities: - Analytical - Compassion - Interpersonal & Client Relationship Skills - Judgment - Listening - Planning/Priority Setting - Problem Solving - Team Player - Time Management - Written/Oral Communication & Organizational Skills Travel: - For field based positions, travel required 100%. Why Horizon? At Horizon, you’ll do meaningful work that directly improves lives—while being supported by a mission‑driven organization that values expertise, collaboration, and growth. We believe that when our people thrive, our communities do too. If you are passionate about making an impact, we’d love to hear from you! Salary Range: $70,500 - $94,395 ​This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes: - Comprehensive health benefits (Medical/Dental/Vision) - Retirement Plans - Generous PTO - Incentive Plans - Wellness Programs - Paid Volunteer Time Off - Tuition Reimbursement Disclaimer: Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware. This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job. Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.

• Consult homeowners on vacation rental best practices for providing 5-star guest experiences and the impact guest reviews have on revenue generation • Build a strong and strategic relationship with the owner and Evolve • Respond to homeowners’ inquiries, requests, and needs via phone, email, and text promptly in high-quality touchpoints and hold yourself accountable for the quality and timeliness of your deliverables to ensure strong client relations and partner success • Onboard and manage a continually moving pipeline of new owner partners from the point of signing up through activation • Utilize internal dashboards and resources to analyze market-specific data to set realistic expectations for performance and distill information for the owner • Responsible for making independent and critical business decisions in Evolve's best interest. These decisions may be related to profitability, ROI, or partnership readiness with the property and owner. • Collect relevant property details and utilize Evolve tools and resources to ensure brand standards and expectations are met • Research, diagnose, and recommend solutions to scenarios or problems that are varied but similar by utilizing resources and adapting solutions for specific situations • Maintain adherence to team and company standard operating procedure (SOP) while meeting performance and behavior expectations • Hold yourself accountable for measuring and meeting predefined performance objectives

• Guide new clients through the onboarding and implementation process • Walk customers through key workflows, features, and use cases • Help clients configure and navigate the platform effectively • Lead structured sessions to ensure successful product adoption • Identify gaps in understanding and proactively address them • Ensure each client reaches a point of independent product usage