Provider Success Lead

Accountabilities

End-to-End Implementation Management: Lead the implementation of provider-facing technology solutions from kickoff through go-live and post-launch stabilization, developing project plans, managing timelines, mapping stakeholders, and proactively addressing risks.
Provider Training and Education: Design and deliver engaging training programs for physicians, practice managers, office administrators, and clinical staff through live sessions, virtual workshops, and self-service learning resources tailored to real-world practice workflows.
Implementation Playbook Development: Build and maintain a standardized implementation and training framework, including templates, operational runbooks, training materials, adoption metrics, and structured feedback loops.
Cross-Functional Collaboration: Partner with product, engineering, provider relations, care management, data, and operations teams to resolve implementation blockers, coordinate rollout priorities, and ensure solutions meet provider needs.
Adoption and Performance Monitoring: Track and report key performance indicators, including technology adoption, time to go-live, training completion, and provider satisfaction, using insights to improve implementation effectiveness.
Provider Feedback and Product Improvement: Serve as the primary connection between providers and internal product teams, gathering field feedback, identifying recurring challenges, and translating findings into prioritized product requirements that inform the development roadmap.
Issue Resolution and Provider Support: Act as the escalation point for implementation challenges and establish a reliable provider-facing support model that promotes timely resolution, effective communication, and long-term user satisfaction.
Function Development and Team Leadership: Establish the foundations of the provider success function, identify opportunities to improve processes, and support future team expansion through hiring, onboarding, and employee development as the organization grows.
Stakeholder Communication: Communicate implementation progress, risks, performance results, and improvement opportunities clearly to executives, operational stakeholders, and frontline users.
Continuous Improvement: Evaluate implementation outcomes and provider feedback to refine onboarding, training, and adoption strategies, ensuring processes remain effective as the provider network expands.
Requirements:
Professional Experience: At least five years of experience in implementation, customer success, training, or a related role within healthcare technology, including personally leading at least two end-to-end implementations involving healthcare providers.
Healthcare Technology Implementation: Demonstrated ability to manage complex implementations from initial planning through deployment and stabilization, including stakeholder coordination, timeline management, risk mitigation, and issue resolution.
Training and Change Management: Proven experience designing and delivering training programs for physicians, clinicians, practice managers, or other healthcare staff, with the ability to adapt content to different audiences and clinical workflows.
Project Management: Strong organizational and project management skills, with the ability to coordinate multiple workstreams, establish priorities, manage deadlines, and maintain clear visibility into project progress and risks.
Cross-Functional Leadership: Experience working effectively across product, engineering, operations, and field teams without relying on direct reporting authority to influence decisions and achieve shared objectives.
Communication and Relationship Building: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly, build trust with healthcare providers, and communicate effectively with both executive leadership and frontline users.
Data-Driven Decision-Making: Ability to define and monitor adoption metrics, evaluate training effectiveness, measure provider satisfaction, and use performance insights to improve implementation outcomes.
Process Development: Strong problem-solving capabilities and the ability to establish repeatable workflows, develop operational documentation, and build scalable processes for a growing organization.
Preferred Value-Based Care Experience: Familiarity with value-based care models and organizations such as management services organizations (MSOs), independent practice associations (IPAs), accountable care organizations (ACOs), Medicare Advantage programs, or risk-bearing provider groups.
Preferred Healthcare Systems Knowledge: Understanding of electronic health record (EHR) workflows, care gap and quality management tools, Hierarchical Condition Category (HCC) coding processes, or population health platforms.
Preferred Leadership Experience: Previous experience launching a new business function, developing implementation frameworks, or building and managing a team is highly desirable.
Adaptability and Initiative: A proactive, resourceful approach to problem-solving, with the ability to operate independently, navigate ambiguity, and improve processes in a fast-growing healthcare technology environment.
Location and Work Arrangement: Must be based in the United States and able to work effectively in a fully remote environment while collaborating with geographically distributed stakeholders.
Benefits:
Competitive Compensation: Target annual compensation range of $120,000–$130,000, with the final offer determined by geographic location, professional experience, and other relevant job-related factors.
Fully Remote Work: Work remotely from within the United States, supporting flexibility and collaboration across a distributed team.
Leadership and Career Growth: Opportunity to establish and shape a new provider success function, with potential to recruit, develop, and lead a growing team.
Strategic Influence: Direct opportunity to influence product development, implementation strategy, provider experience, and technology adoption.
Meaningful Healthcare Impact: Contribute to improving patient outcomes, expanding access to quality care, and supporting more efficient healthcare delivery through value-based care initiatives.
Cross-Functional Exposure: Collaborate with professionals across product, engineering, operations, care management, and provider relations.
Professional Development: Build expertise in healthcare technology implementation, provider engagement, change management, and population health solutions.
Inclusive Workplace: Equal employment opportunities based on qualifications, merit, and business needs, with reasonable accommodations available throughout the application process.
Dynamic Environment: Join a growing organization where initiative, accountability, continuous improvement, and scalable operational practices are valued.