[Hiring] Vice President of Customer Enablement @IMPaCT Care

Role Description

The Vice President of Customer Enablement is an experienced health care operator with a passion for building lasting partnerships. You’ve managed your own clinical program KPIs, and you’re excited to use your experience to help partner organizations deliver life-changing Community Health Worker programs. You are a systems thinker who simplifies complex processes and is always looking for ways to achieve results better, faster, and with greater scale. You can rapidly shift between high-level vision and operational details. You are an excellent listener, but also have enough gravitas to command a room of senior executives. Your customers love you because you meet them where they are and always do what you say you are going to do.

Your team will use IMPaCT’s evidence-based infrastructure to help customer organizations design Community Health Worker programs and deliver Community Health Worker services at enterprise scale. You will oversee implementation of customer journeys across the following stages:

• Strategic planning: Your team will help customers articulate their vision for a Community Health Worker program and then work backwards to an operational plan. Your team will conduct gap analyses of any existing Community Health Worker programs, define key performance metrics, build financial models, identify priority populations, and map workflows, including the flow of information between the electronic health record and IMPaCT application.
• Execution: Once you have aligned on a plan, you and your team will help your client execute it; you will use IMPaCT’s evidence-based infrastructure to hire and train empathic, trustworthy Community Health Workers who come from within the communities they serve.
• Operationalization: You will stay closely engaged as your client operationalizes their Community Health Worker program, using IMPaCT’s operating system to optimize KPIs.
• Customer relationship management: You and your team will own the customer relationship, leading Quarterly Business Reviews and taking accountability for customer delight and retention. You will manage a growing team and create systems that ensure effective performance and account management.

Qualifications

• 10+ years of healthcare operations and quality leadership
• Experience in B2B customer-facing roles, such as in Customer Success or advisory services
• In-depth understanding of value-based care, Medicare and Medicaid financing
• Highly organized, able to juggle multiple projects with excellent attention to detail
• Exceptional presentation, interpersonal, and writing skills

Company Description

One of our core values is to create a diverse workplace that welcomes and values each team member’s unique perspective, background, and ideas. We are committed to an inclusive and diverse workplace.