The Onboarding Coordinator works with Senior Living Communities that are new partners to A Place for Mom (“APFM”). This position plays a pivotal role by providing initial training, onboarding process management, delivery of superior client service, and setting the service expectations with newly partnered communities. The Onboarding Coordinator manages a portfolio of diverse partners and is the first touch point after their initial sign-up, making this role critical to developing long-term customer success and demonstrating the value of an APFM partnership. Each Onboarding Coordinator is responsible for a specific geographic territory.
To ensure success, the Onboarding Coordinator provides education about APFM processes and best practices, build a strong rapport with new partners, answer questions, and personally assist with setting up their account.
The Onboarding Coordinator works closely as a liaison between newly partnered communities and multiple APFM teams including Regional Managers and Senior Living Advisors. Onboarding Coordinators are responsible for ensuring Senior Living Advisors have the necessary information to refer appropriate families to new communities. The Onboarding Coordinator also utilizes the resources of the Partner Development Manager who signs on the community to understand the needs of the newly partnered community and any specific strategies necessary for success.
The Onboarding Coordinator reports to the Senior Manager, Customer Experience and Partner Development.