For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.
Job Summary / Purpose:
The Finance Onboarding Specialist III supports the end-to-end onboarding process for clients across Long-Term Care (LTC), Workers’ Compensation (WC), and Veterans Affairs (VA) programs. This role ensures smooth onboarding by managing client documentation, eligibility reviews, and customer communications while leading the team in daily operations, process improvements, audits, and special projects.
This position serves as both a senior-level contributor and a team lead—mentoring team members, presenting insights to leadership via PowerPoint, identifying performance gaps, driving compliance, and supporting the continuous optimization of onboarding procedures.
Essential Duties and Responsibilities:
Client Onboarding Execution
- Serve as subject matter expert (SME) for LTCI, WC, and VA contract onboarding processes
- Review, validate, and submit key documentation including CCA Agreements, PAFs, and intake packets
- Ensure timely and accurate initiation of services in ClearCare, Coversapay, and other systems
- Manage and prioritize workload through CRM tools (e.g., Freshdesk), ensuring compliance with KPIs and SLAs
- Conduct welcome calls and send onboarding communication to clients and care partners
- Review eligibility and benefit criteria; address adverse determinations and prepare appeal documentation when needed
Team Leadership & Support
- Act as a go-to resource and mentor for onboarding team members; provide guidance on complex cases
- Lead team huddles or process reviews and contribute to the creation and training of departmental SOPs
- Identify trends in performance, escalate concerns, and partner with the Manager to coach underperformance
- Lead onboarding audits and QA checks to ensure documentation accuracy and regulatory compliance
- Present findings, insights, and performance summaries via PowerPoint or Google Slides to internal leadership
Process Improvement & Cross-functional Collaboration
- Collaborate with internal stakeholders to streamline onboarding workflows and system interactions
- Work cross-functionally with Contracting, Clinical, and Finance teams to address onboarding gaps or escalations
- Monitor and support data integrity and process compliance across systems and intake points
- Contribute to special projects such as system transitions, reporting enhancements, and onboarding metrics review
Required Qualifications:
- 3+ years of experience in client onboarding, insurance claims, health care, elder care, or a related field
- Deep understanding of LTCI, WC, and VA payer guidelines and benefits structures
- Demonstrated leadership or team lead experience; ability to coach peers and support a high-performing team
- Excellent communication and relationship-building skills; capable of handling escalated client issues with empathy
- High attention to detail and documentation quality; strong organization and self-management skills
- Proficient in CRM platforms (e.g., Freshdesk), ClearCare, Microsoft Office, and Google Workspace
Preferred Qualifications:
- Bachelor’s degree in Business, Healthcare Administration, Finance, or related field
- Experience with Coversapay, PanDoc, or similar onboarding/document management tools
- Prior experience creating training materials, SOPs, or delivering team presentations
- Familiarity with audit preparation, compliance tracking, or onboarding KPIs/reporting
Pay: $30-34/hour DOE
Benefits for full time employees
- Medical/Dental/Vision Insurance
- TouchCare VirtualCare
- Life Insurance
- Health Savings Account
- Flexible Spending Account
- 401(k) Matching
- Employee Assistance Program
- PTO Plan for Non-Exempt Employees
- Flexible PTO Plan for Exempt Employees
- Holidays and Floating Holidays
- Pet Insurance
TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.
California Residents Only:
In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.
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