Provider Success Manager - Southwest
Regard
Phoenix, AZ, USA
Posted on Jan 15, 2025
As a Provider Success Manager at Regard, you will own the education process and provider relationship throughout the contract period for assigned client organizations. You will collaborate with the Customer Success Manager and are responsible for scheduling education, shadow, and debrief sessions, as well as building relationships with individual clinicians. You will identify and escalate barriers to adoption, as well as recommend opportunities to improve onboarding, clinician communication and user feedback processes. This role reports directly to the Director of Provider Success, and works closely with Customer Success, Sales, Marketing, Product and Engineering teams to ensure an outstanding experience with Regard. We're open to considering candidates in the following metropolitan areas: Albuquerque, NM; Denver, CO; Las Vegas, NV; Los Angeles, CA; Phoenix, AZ; Salt Lake City, UT; San Diego, CA; and Tucson, AZ. This role requires travel 75% of the time.
About Regard
Our mission is to bring world-class healthcare to everyone. Regard is the world’s first comprehensive, automated diagnosis tool. Regard streamlines clinical and revenue cycle efforts to dramatically improve hospital finances, patient safety, and physician happiness. We are excited by challenges, mission-oriented work, and meaningful relationships. We work closely with some of the top health systems in the country and are leading the change that healthcare - one of the largest and most inefficient industries in the world - needs. We want you to join us.
Responsibilities:
- The primary responsibility of the Provider Success Manager is to plan, manage, and oversee the entire user education strategy for the client, including ensuring deadlines are met, adjusting education techniques based on need, monitoring trainer progress to ensure training assignments are completed, and reporting progress to client project team and leadership.
- User Acceptance Testing (UAT) phase: Work with client leadership to identify ideal User Acceptance Testers who will first go live on the tool and provide feedback, schedule education/shadow and debrief sessions, complete and post daily recap of each session including observations, issues, feedback and support plan. Monitor utilization and prompt use as needed. Communicate status/resolution of feedback submitted.
- Roll-out/Expansion Phase: Obtain names and schedules of all providers who will be using Regard. Schedule education, shadow, and debrief sessions. Complete and post daily recap of each session including observations, issues, feedback, and support plan. Monitor utilization and prompt use as needed. Communicate status/resolution of feedback submitted. Email product updates as they are released
- Maintenance: Conduct on-site check-in or refresher sessions quarterly for clients with less than 80% adoption and twice per year for clients with greater than 80% adoption. Complete and post on-site recaps. Monitor utilization and prompt use as needed. Quarterly visits to each site, status/resolution of feedback submitted. Email product updates as they are released.
Qualifications:
- 4+ years of experience in healthcare, software application end user education, or related field
- Experience working with physicians or in a hospital setting
- Able to confidently interface with physicians
- Must be within an hour driving distance from a major airport and able to travel 75% of the time
Preferred Qualifications:
- Familiarity with adult learners, in-person and virtual training
- Experience as an EHR (Epic or Cerner) Principal or Credentialed Trainer
- Exceptional organizational skills and project management experience
Comp | Perks | Benefits
- Eligible for equity
- 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription
- 18 PTO days/yr + 1 week holiday break
- Annual $750 learning & development stipend
- Company-sponsored team retreat + social events
- A sabbatical program
Our goal at Regard is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. Regard is proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. We celebrate diversity and are proud of our supportive, inclusive workplace.
