Client Onboarding & Intake Lead at Cyzerg · Mabalacat

About the Company

Cyzerg is a technology company specialized in the research, development, implementation and management of technology solutions for the warehousing industry. With over 148+ active customers across North, Central and South America, Cyzerg has developed industry expertise and capabilities to increase business efficiency and competitiveness across its customer base.

With headquarter in Miami, FL and branches in the Philippines and India, the company credits its success to a relentless focus on its employees, customers and delivering excellence at all time. Anchor on a culture of meritocracy and on the pillars of opportunity, integrity, innovation, humanity, passion, teamwork & opportunity, Cyzerg’s culture & core values guide every aspect of the organization.

About the Job

The Client Onboarding & Intake Lead oversees the Client Onboarding Department, ensuring families experience a seamless, compassionate, and efficient transition from referral through the start of ABA services. This role is responsible for leading the onboarding team, optimizing department performance, maintaining quality and compliance, and collaborating with Clinical, Scheduling, Billing, Credentialing, and Operations to reduce barriers and expedite service initiation. The ideal candidate is organized, proactive, solutions-oriented, and passionate about delivering an exceptional family experience.

Responsibilities:

1. Department Leadership

• Lead, coach, and develop the Client Onboarding team.
• Conduct onboarding, training, coaching, and performance evaluations.
• Foster a collaborative, accountable, and family-centered culture.
• Monitor workload, staffing, and department performance.
• Develop and maintain onboarding SOPs and best practices.

2. Client & Referral Experience

• Ensure families receive timely, compassionate, and professional communication throughout onboarding.
• Manage complex or escalated onboarding cases.
• Build and maintain positive relationships with referral sources, including physicians, schools, and community partners.
• Ensure timely acknowledgment and follow-up of referrals.

3. Onboarding Operations

• Oversee the onboarding process from referral through service initiation.
• Monitor client progress, assessment scheduling, and insurance authorization status.
• Coordinate with Scheduling, Clinical, Billing, Credentialing, and Operations to facilitate timely service starts.• Identify and resolve barriers impacting onboarding timelines.

4. Quality & Compliance

• Ensure onboarding documentation is accurate, complete, and compliant with HIPAA, payer requirements, and company policies.
• Conduct quality audits and monitor documentation standards.
• Promote continuous quality improvement across the department.

5. Performance & Continuous Improvement

• Monitor department KPIs, including:
  • Referral-to-service start time
  • Intake completion rate
  • Referral conversion rate
  • Documentation accuracy
  • Family satisfaction
  • Team productivity
• Prepare department reports and analyze trends.
• Recommend and implement workflow improvements, automation, and process enhancements.

Requirements:

• Able to work from 8am to 5pm US time (Eastern Time).
• Excellent written and verbal communication skills (English).
• Associate's or Bachelor's degree preferred.
• Minimum of two (2) years of experience in healthcare administration, client onboarding, medical office operations, or customer service.
• Previous leadership or supervisory experience preferred.
• Strong communication, organization, and problem-solving skills.
• Experience with healthcare documentation, insurance processes, and EHR/CRM systems preferred.
• Proficient in Microsoft Office and Google Workspace.
• Must be able to work from our office in Clark, Freeport, Pampanga.Core

Competencies

• Leadership & Team Development
• Customer Service Excellence
• Organization & Time Management
• Collaboration & Communication
• Critical Thinking & Problem Solving
• Quality & Compliance
• Continuous Improvement

Success Measures Success in this role is demonstrated by:

• Timely and efficient client onboarding.
• High family satisfaction and referral experience.
• Strong team performance and accountability.
• Accurate and compliant documentation.
• Effective cross-functional collaboration.
• Continuous improvement of onboarding processes and department KPIs.

Benefits:

• Competitive salary depending on education & experience.
• Paid medical insurance/HMO with Philcare (enrollment on day 1).
• Get up to 15 days of paid time off, monthly short leaves, marriage leaves, and additional unpaid vacation leaves.
• Earn as much as PHP 13,500 from the employee referral program.
• Annual salary increases with a predictable percentage increase based on performance review.
• Annual year-end bonus and monthly bonuses based on performance.
• Happy Hour every Friday – Free meal every Friday with an extra hour of break time to bond with the team and participate in games and activities.
• Annual team-building – Shift gears and explore adventures with the team out of the office!
• Career development plans – We want you to grow and become the best at what you love.
• Casual wear in the office – Express your fashion or stay comfy!
• Flat organization with an open door policy.
• Company paid certifications and trainings.