Provider Success Manager

​​About the Role:

The Provider Success Manager will lead, coach, and mentor a team of Provider Success Associates (PSAs) as they support and engage with the Hims & Hers provider community through their onboarding and long term success on the Hims & Hers platform. The Provider Success Team delivers world-class support to the provider network, understanding the most pressing challenges facing them, and developing solutions to improve and enhance provider experience. The Provider Success Manager is team-oriented, data-driven, and excited to solve problems.

You Will:

• Manage, develop, and grow a team of Provider Success Associates.
• Monitor and improve collective results of their team including provider onboarding, activation, engagement, retention, and sentiment.
• Lead in implementation of new team initiatives, and partner closely with cross-functional stakeholders to develop new resources, processes, and playbooks to support growth as the team and provider group continues to scale.
• Lead in developing and improving operational processes to increase efficiency and effectiveness to scale.
• Work cross-functionally with clinical stakeholders (Medical Affairs, Provider Leadership Group) to get stuff done. 
• Be an extraordinary team leader: low ego, high humility, and goal oriented.

You Have:

• 5+ years of work experience in customer support, provider management, and healthcare operations.
• Previous experience in driving team-wide performance metrics, with the ability to perform data analysis to identify trends and opportunities. 
• Ability to turn insights into action, can obtain the data they need to make directional operational decisions including working with Analytics.
• Demonstrated success initiating and developing new projects, and then leading projects through project management lifecycle.
• Strong expertise in identifying problems and executing on solutions, particularly in ambiguous situations. Understands problems well enough to prioritize what we need to do.
• Strong communication skills with ability to speak the clinicians’ language, earn their respect, and influence them. Clear communication and clarity of thought to lead discussions amongst the team.
• Ability to manage, develop, and grow junior team members. Ability to manage vendors.
• Experience using a CSP (Customer Success Platform) or CRM (Zendesk) a plus.

Our Benefits (there are more but here are some highlights):

• Competitive salary & comprehensive health benefits including medical, dental & vision

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Last updated on Aug 19, 2024