Credentialing Onboarding Associate

Since 2018, Luna has redefined physical therapy with award-winning technology and proven clinical models. Operating in 28 states with 25+ nationwide partners, we connect patients and providers through an intuitive, evidence-based & tech-enabled platform—removing barriers to care and delivering a better physical therapy experience for therapists and patients. Guided by our values, we believe in a future in which anyone, anywhere can get care and start feeling better. Luna's brand new opening to be a Therapist Onboarding Associate acts as the therapist's trusted advisor! You will do this by providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the therapist lifecycle. You will implement strategies and processes that deliver consistent therapist satisfaction and retention. As a Therapist Credentialing Onboarding Associate Level 2, you will play a crucial role in ensuring a smooth and efficient onboarding experience for therapists joining our platform. Leveraging your extensive knowledge of the onboarding process and state-specific requirements, you will guide therapists through each step, addressing their questions and concerns with professionalism and empathy. Additionally, you will collaborate closely with internal teams to streamline processes, optimize efficiency, and enhance the overall onboarding experience! Responsibilities

Serve as the primary point of contact for signed therapists from the time of contract signing through Pending Active status, guiding them through all credentialing tasks and requirements.  Critical KPIs include gross Signs to Pending Active, speed, and quality. 

Educate therapists on required documentation, CAQH updates, references, background checks, BLS verification, Medicare surrogacy steps, and other compliance-related tasks.

Ensure all therapist-required items are completed within credentialing SLAs by maintaining consistent communication and timely follow-up via phone, email, and text.

Maintain accurate and complete data in HubSpot, including Credentialing Objects, Address Objects, License Objects, and Employment Objects, ensuring data integrity and audit readiness.

Collaborate daily with Credentialing, Enrollment, Clinical, Compliance, and Therapist Success teams to ensure seamless progression toward Pending Active.

Ensure a smooth hand off of Pending Active therapists to Clinical Onboarding for activation completion. 

Identify risks, delays, or discrepancies early and escalate appropriately to reduce DOA risk and ensure a smooth transition into Enrollment.

Support special scenarios such as relocations, reactivations, and re-credentialing workflows, ensuring therapists understand requirements and timelines.

Provide empathetic, motivational, and high-quality support to therapists, maintaining strong rapport and reinforcing Luna’s commitment to a white-glove onboarding experience.

Contribute to process improvements by identifying workflow inefficiencies, gaps in data accuracy, or opportunities for automation and partnering with internal teams to solve them.

Job Qualifications:

Job Qualifications: Minimum of 2-3 years of experience in a customer-facing role, preferably in a healthcare or technology setting, with a focus on onboarding or customer success. Extensive knowledge of healthcare credentialing processes and requirements, particularly in the context of telehealth or remote therapy services. Strong communication and interpersonal skills, with the ability to build rapport and trust with therapists from diverse backgrounds. Excellent problem-solving abilities and attention to detail, with a track record of effectively managing complex processes and workflows. Ability to work independently and collaboratively in a fast-paced, team-oriented environment. Proficiency with technology platforms and software applications, with the ability to quickly learn new tools and systems.

Education:

Requires a two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by equipment vendors, or job specific skills acquired through an apprenticeship program.