Director, Provider Enablement and Success

🕒 4 dias atrás

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Interwell Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

🏥 Saúde

⚕️ Seguro de Saúde

🧘 Bem-estar

💰 $46.000.000 Series B em 2021-04

Healthcare • Healthcare Insurance • Wellness

A Interwell Health é uma provedora de cuidados renais baseada em valor que faz parceria com médicos para revolucionar o setor de saúde. A empresa foca em oferecer expertise, compaixão e estratégias inovadoras para estabelecer altos padrões na indústria de cuidados renais. A Interwell Health visa desacelerar a progressão da doença e reduzir hospitalizações, resultando em melhores resultados de saúde e menores custos de cuidado para pacientes e pagadores. Conquistou a Acreditação de Programa de Saúde Populacional da NCQA por seu abrangente programa de engajamento do paciente, o Interwell 360. Com uma década de experiência, a Interwell Health gerencia riscos financeiros e necessidades dos pacientes através de uma abordagem dual de cuidado ao paciente e habilitação de provedores. A empresa colabora com nefrologistas, provedores de cuidados primários e pagadores, apoiada por uma vasta rede de colaboradores clínicos e não clínicos dedicados à saúde do paciente.

Descrição

• Lead Customer Support, Learning, and Enablement Operations across the customer lifecycle • Set operational goals, priorities, service standards, and success metrics aligned to customer outcomes • Establish operating rhythms, accountability mechanisms, and reporting across support, learning, release readiness, knowledge management, and adoption • Drive improvements in team effectiveness, customer experience, scalability, and operational discipline • Identify strategic uses of generative AI to improve efficiency, customer communications, learning programs, workflows, support, and enablement • Own customer enablement outcomes including NPS, support SLA performance, training effectiveness, feature adoption, customer engagement, and self-service utilization • Partner with Implementations to train and enable new customers to use Interwell Acumen • Develop programs to improve adoption of workflows, features, and best practices • Monitor customer health indicators and adoption trends to identify risks and opportunities • Establish a Voice of Customer program and translate insights into product, workflow, documentation, training, communications, and support improvements • Partner with Product, Epic Applications, and stakeholders to prioritize customer-driven improvements • Lead initiatives to reduce avoidable support volume and strengthen self-service capabilities • Lead, coach, and develop the Provider Enablement team • Serve as escalation point for significant customer experience issues, adoption challenges, and operational risks • Build partnerships with Product, Development, Epic Applications, Implementations, Account Management, Marketing, and other stakeholders • Communicate customer experience trends, operational performance, risks, and recommendations through reporting and business reviews

🎯 Requisitos

• Bachelor’s degree • 10+ years of experience in customer success, customer support, customer enablement, or related functions in a healthcare technology environment • 5+ years of experience leading managers and customer-facing teams • Prior Epic experience required, including applications, training, support, implementation, operations, analytics, or customer success experience • Customer-facing experience with healthcare provider organizations • Experience leading cross-functional operational improvement initiatives and organizational change efforts • Experience leveraging generative AI tools to improve operational efficiency and customer-facing programs • Experience developing KPIs, operational reporting, executive dashboards, or business performance reviews • Strong coaching, performance management, prioritization, and organizational development skills • Ability to establish operating models, performance routines, service standards, and scalable processes • Ability to influence technical, product, implementation, and customer-facing teams • Excellent written, verbal, executive communication, facilitation, and change management skills • Ability to translate customer needs and operational trends into priorities and coordinated execution • Ability to interpret support data, customer feedback, adoption trends, training insights, and operational metrics • Preferred: Experience supporting Epic Community Connect environments • Preferred: Experience with Salesforce Service Cloud, LMS platforms, or knowledge management systems • Preferred: Experience with customer onboarding, Voice of Customer programs, NPS programs, or customer advisory boards

🏖️ Benefícios

• Up to 20% travel for customer meetings, internal team meetings, or onsite business needs • Mission-driven work helping patients live their best lives • Inclusive, diverse, equitable recruiting and workplace environment