Director, Provider Enablement and Success (Healthcare Technology)

TL;DR

Director, Provider Enablement and Success (Healthcare Technology): Leading support, training, customer communications, and self-service programs for a nephrology-specific Epic Connect EHR with an accent on provider onboarding, adoption, operational maturity, and measurable customer outcomes. Focus on building scalable enablement operations, translating customer insights into product improvements, applying generative AI, and leading cross-functional change across healthcare technology teams.

Location: Remote within the United States; up to 20% travel for customer, internal team, and onsite business needs.

Company

hirify.global is a kidney care management company that partners with physicians and develops healthcare technology solutions to improve patient outcomes.

What you will do

• Lead customer support, learning, enablement operations, communications, and self-service programs across the customer lifecycle.
• Set operational goals, service standards, reporting routines, and success metrics tied to customer outcomes.
• Own provider onboarding, training effectiveness, feature adoption, engagement, NPS, support SLA performance, and customer health indicators.
• Establish a Voice of Customer program and translate feedback, support trends, and adoption data into scalable product, workflow, documentation, and training improvements.
• Champion generative AI to improve operational efficiency, customer communications, learning programs, workflows, and support scalability.
• Lead and develop the Provider Enablement team while partnering with Product, Epic Applications, Implementations, Account Management, Marketing, and Development.

Requirements

• Bachelor’s degree and 10+ years of experience in customer success, customer support, customer enablement, or related functions within healthcare technology.
• 5+ years of experience leading managers and customer-facing teams.
• Prior Epic experience is required, including applications, training, support, implementation, operations, analytics, or customer success experience.
• Customer-facing experience with healthcare provider organizations and a record of leading operational improvement and organizational change initiatives.
• Demonstrated experience using generative AI tools to improve efficiency and scale customer-facing programs.
• Experience with KPIs, operational reporting, executive dashboards, performance reviews, coaching, change management, and cross-functional influence.

Nice to have

• Experience supporting Epic Community Connect environments.
• Experience with Salesforce Service Cloud, LMS platforms, or knowledge management systems.
• Experience with customer onboarding, Voice of Customer, NPS, or customer advisory board programs.

Culture & Benefits

• Remote work within the United States with travel of up to 20%.
• Mission-driven work focused on helping kidney care patients live their best lives.
• Values centered on compassion, collaboration, humility, joy, accountability, and delivering on commitments.
• Commitment to diversity, equity, inclusion, and an inclusive workplace.