VP, Provider Operations, Digital Client Success, and Experience

About the role

Optimize Customer Experience Streamline customer interactions and measurably improve satisfaction across the ambulatory base — from single-provider practices to multi-site groups.

Responsibilities

• Integrate customer insight into the systems and tools customer-facing teams use, so that insight changes behavior rather than sitting in a dashboard.
• Own the escalation path for at-risk accounts, partnering with Success and Support on save plans and root-cause remediation.
• Lead the Customer Content & Education team in producing clinically credible product documentation, help center articles, video content, and customer certification programs.
• Build reusable, modular content that AI models can ingest to strengthen self-service for customers and internal teams.
• Ensure content reflects real ambulatory workflow — scheduling, documentation, e-prescribing, coding, claims, patient engagement — not generic software training.
• Own NPS for the business unit, interaction-influenced and quarterly relationship surveys alike.
• Translate NPS and verbatim data into a prioritized improvement roadmap, and drive it to closure with named owners and dates.
• Establish a closed loop: every detractor response gets a documented follow-up and, where warranted, a systemic fix.
• Partner with Customer Experience Operations to orchestrate engagement, enablement, and campaign journeys across the lifecycle.
• Support Customer Success in defining, maintaining, and driving adoption of playbooks and lifecycle messaging.