Manager, Clinical Coaching, Quality Performance Enablement

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

The Quality Performance Enablement (QPE) team is responsible for driving customer performance in quality programs and value-based care (VBC) through strategic product partnership, customer engagement, and Customer Success enablement. The Quality Program Enablement Manager will assume responsibility for our Customer Engagement workstream, including strategic oversight of knowledge management, Success Community resource curation, webinar development, communication management, and customer user group and event participation on behalf of VBC teams. This role will also collaborate across other workstreams - including VBC Incentive Programs, Customer Success Enablement, Issue Management, Performance Management, and Product Releases - to expand the team’s impact on Quality/VBC education and direct customer support.

Essential Functions (Duties and Responsibilities):  

40% Quality Program Knowledge Management and Customer Engagement

• Partner with Product and Program Management teams to plan and execute customer-facing knowledge management strategies, resources, and communications.

• Own the customer knowledge management strategy via Success Community, including tactical curation of resources with Product partners.

• Manage Quality Webinars end-to-end: develop schedules, define strategic vision, oversee content creation and delivery, and coordinate Q&A and follow-up.

• Lead customer-facing communications: maintain calendar, engage cross-functional stakeholders for content development, draft and secure approvals, and collaborate with Customer Marketing for deployment.

• Maintain the User Group(s): manage event calendar and generate or collaborate for content creation and presentation.

• Execute project plans including coordinating activities, engaging stakeholders, developing tracking tools and templates, evaluating and synthesizing feedback to inform process improvement.

25% Customer Success and Direct Customer Support

• Provide direct engagement to support escalations and proactively assist specific accounts with deep VBC SME expertise, collaborating with Customer Success Management and Onboarding teams.

• Support Customer Success enablement by developing content for office hours, all-hands meetings, trainings, and facilitating sessions as needed.

• Collaborate with performance management leads to enable CSMs in delivering performance coaching to customers.

• Manage triage and response to VBC-related inquiries via the team email distribution list.

20% Quality Program Knowledge Management and Communication           

• Develop and maintain subject matter expertise in VBC programs, relevant healthcare policies, and industry trends.

• Lead team knowledge for 1-2 specific programs by attending steward webinars and liaising with program and product managers on requirements and implementation.

• Participate in cross-functional meetings and collaborate to achieve program goals.

15% Team Collaboration and Leadership

• Provide subject matter expertise, mentorship, and leadership to support peers with training, knowledge transfer, and project completion.

• Contribute to and uphold team and athena culture.

• Manage relationships across teams including product, marketing, and client support.

• Lead cross-functional projects as assigned.

• Occasional travel for team gatherings and customer events.

Education & Experience Required:

• Bachelor’s degree.

• Strong understanding of healthcare, the health care IT industry, and payer reimbursement models.

• 5+ years of professional experience, with relevant, progressive levels of experience in training, project management, and customer service.  

• 3+ years experience in the healthcare practice setting preferred; familiarity with Clinical Operations, managing provider performance and training. 

• Proven ability to work independently and collaboratively within cross-functional teams.

• Experience improving workflows and processes for large teams. 

• Skilled at aligning priorities across diverse stakeholders.

Knowledge and Skills:

• Understanding of (or desire and ability to learn) medical terminology, EHRs, and value-based care landscape.

• Knowledge of healthcare and Health IT with a focus on identifying improvement opportunities preferred.

• Ability to manage multiple concurrent workstreams, ensuring deliverables and stakeholder expectations are met.

• Strong listening skills and use of discovery questions to assess customer needs.

• Demonstrated problem-solving skills from issue identification through resolution.

• Excellent written and verbal communication skills.

• Self-motivated, results-driven, and positive in outlook.

• Flexible and willing to take on new challenges.

• Proficient with Microsoft Office tools.