The Role
Serve as primary client contact to ensure rapid client value realization. Manage onboarding lifecycle, coordinate training (live and video), liaise with technical onboarding consultants, adapt processes to client needs, mentor new coordinators, and support integrations and configuration for healthcare/ABA practice clients.
Summary Generated by Built In
About Lumary
About ten years ago, Lumary’s founder and CEO was building custom Salesforce solutions for therapy practices in Australia focused on care for the elderly and disabled. As demand grew and he hired a team, Lumary was formed and created a dynamic set of products to help practices in this part of the healthcare space to scale.
After significant growth in Australia, Lumary launched into the US ABA space. Here, we primarily serve companies who provide help to children and adults with autism through ABA therapy, but also occupational, physical, and speech therapy among others.
Our clients in the ABA space are truly special. Many of them started from a single BCBA whose love and skill for her clients created demand that led her to starting a company. It’s typical for a single founder to grow over a short time to build a company of 50, 100, 500, up to thousands of staff, all dedicated to the mission of serving a community of clients with autism who nearly always are in need of high quality and accessible therapy.
Lumary provides a full practice management solution to our clients. Clients use Lumary to collect extensive intake information from interested new clients and land that from their website and via text messages into new and updated client records in our system. We do the same with new staff applicants - often integrating to an ATS/recruiting system as well. As administrators guide client and staff records through Lumary to the point of being able to schedule therapy sessions, dedicated schedulers create these sessions in Lumary. Part of the genius of Lumary is checking for potential issues at this point with availability, staff credentials, and client policy/authorization limits at the point of scheduling to avoid costly payer denials during claims processing later.
Once a session is scheduled, it’s typically created via real-time, bi-directional integration with one of our great data collection partners (e.g. Hi Rasmus). In these systems, clinicians then conduct therapy and capture data from sessions. All relevant data is transferred back to Lumary. Through this process, clinicians have the ability to manage their own schedules as well as complete appointments. A completed appointment in Lumary triggers the creation of claims, which billing staff can submit to payers via multiple, redundantly integrated clearinghouses, all in Lumary. Staff can also see payments posted. Administrators can then with a few clicks send data for completed appointments off to payroll so staff is paid accurately and on-time.
At Lumary we made the strategic choice to build our solution on Salesforce to be able to easily and comprehensively enable the largest and most complex behavioral health companies to thrive. This means that all the data described above exists in one client system, and can all be reported on and visualized in Salesforce’s easy insights solutions. It also means a system that’s both secure and open via trusted APIs for flexible integrations. Last but not least - we never have to worry about infrastructure or uptime given the trust Salesforce has earned with the world's largest, fastest-growing, and most complex companies for decades.
About the Onboarding Coordinator Role
The Onboarding Coordinator at Lumary is the person most accountable for ensuring speed to value for our clients. The Technical Onboarding Consultant is in charge of building and configuring, while the client themselves are the formal investors and obviously interested in their own enablement and speed to value. But Lumary invests in the Coordinator to be the backstop.
Sales will transition new clients directly to Coordinators, typically before contracts are even signed. Coordinators go out of their way to make clients begin to feel comfortable with Lumary. Even though Lumary has the best technology and team in the market, changing enterprise software is always tough. While our Coordinators evolve and follow our own processes, they also have a great feel for each contact at a client and adapt to help them through the transition.
Coordinators typically facilitate training as well. For large "white glove" projects this could be multiple live scheduled training sessions for big audiences. The Coordinator is also expected to contribute to our growing and evolving offering of customer-led onboarding videos. Having the responsibility to create and facilitate this training early on has proven to be a really effective way of onboarding for new team members as well.
As the demand for Lumary in the market continues to increase, we continue to onboard more clients in parallel. Our current Coordinators love to take new joiners under their wing and have them shadow them throughout the onboarding lifecycle. We have a culture of always learning and learning from but not fearing mistakes. This has proven to quickly draw in new members to the team as well as train them up quickly as they start fulfilling journeys at Lumary.
What Will Help an Onboarding Coordinator Succeed
- The ideal candidate will have a combination of the below points - plus the flexibility and drive to be a key builder in a growing start-up
- At Lumary, we love hiring new teammates with experience in the medical/therapy space. Just as important as experience is an excitement to learn and grow deeper into ABA in particular
- You have an open mindset and thrive on learning new skills (not just technical)
- You are able to understand Lumary's business as well as those of our clients' increasingly over time so that you can intuit the reasons behind client requests and propose thoughtful solutions to them
- You are a problem solver and naturally come up with creative ideas to benefit clients while also considering a solution's complexity and scalability
- You have 3+ years of large project management and training experience
Lumary’s Core Values
- We ‘Lead with an open heart’ assuming positive intent and being courageous
- We ‘Start with the end in mind’ focussing on long-term impact of our actions and decisions
- We ‘Take action in uncertainty’ by proactively taking the next best step and exercising autonomy
- We ‘Enable others for our collective good’ through kindness and a team-first approach
Benefits of Working With Lumary
- Flexibility to work from home and the office - hybrid working environment if based in the Denver, CO area; alternatively fully remote
- Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it
- Monthly town halls for connection and company alignment
- Internationally growing company working towards a purposeful vision: Empowering sustainable healthcare
Working at Lumary
We are proud of the work we are doing and the team we have built so far.
Join us and be part of a team working together to do better. From the advanced products we build to our philanthropic work, we connect with the belief that what we do every day is positively impacting the lives of our communities.
At Lumary, we value diversity and believe in a culture of inclusivity, regardless of race, religion, age, gender identity, sexual orientation, physical or mental ability, or ethnicity. We are committed to building a welcoming workplace where everyone feels safe, valued and respected.
The successful candidate will be required to undergo employment screening checks relevant to the healthcare industries we serve.
Top Skills
Salesforce,Salesforce Insights,Ats,Apis,Bi-Directional Integrations,Hi Rasmus,Clearinghouses
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The Company
What We Do
Lumary is a leading global healthcare platform with complete end-to-end care management solutions for aged care, disability, allied health, and autism therapy providers. Designed and developed by top local industry experts and tech engineers, Lumary’s purpose-built software integrates with specialist applications to create a single cloud-based solution that enables providers to manage their entire organisation and workforce in one place. With Lumary’s integrated, industry-specific solutions, providers have everything they need to build a more sustainable business and improve the quality of their care delivery with one easy-to-use platform. Creating software solutions and products that benefit the community is at the heart of what they do. Lumary’s headquarters are located in Adelaide, with offices in Sydney, Brisbane, and Denver. Better Wellbeing Through Technology
