Director, Provider Enablement and Success

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Interwell Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

💰 $46M Series B on 2021-04

Healthcare • Healthcare Insurance • Wellness

Interwell Health is a value-based kidney care provider that partners with physicians to revolutionize healthcare. The company focuses on offering expertise, compassion, and innovative strategies to set high standards within the kidney care industry. Interwell Health aims to slow disease progression and reduce hospitalizations, resulting in improved health outcomes and lower care costs for patients and payers. It has achieved NCQA Population Health Program Accreditation for its comprehensive patient engagement program, Interwell 360. With a decade of experience, Interwell Health manages financial risks and patient needs through a dual approach of patient care and provider enablement. The company collaborates with nephrologists, primary care providers, and payers, supported by a vast network of clinical and non-clinical staff dedicated to patient health.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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