Director, Provider Enablement & Adoption

Interwell Health; Cleveland (OH); On-site; USD 180,000 - 240,000; Full time

Job summary

Interwell Health seeks a Director, Provider Enablement to lead Acumen Support and Training, partnering with stakeholders to onboard, train, and enable providers on the Epic Connect EHR.

The role drives customer adoption, outcomes, and program scalability, translating feedback into scalable solutions while advancing operational maturity and continuous improvement in a healthcare technology setting. Occasional travel up to 20% is required.

Qualifications

• Bachelor’s degree required; 10+ years in customer success or related healthcare tech.
• 5+ years leading managers and customer-facing teams.
• Epic experience in applications, training, support, or implementations.
• Demonstrated ability to lead cross-functional operational improvement initiatives.
• Experience leveraging generative AI to improve processes and outcomes.

Responsibilities

• Lead Provider Enablement strategy, operations, and cross-functional collaboration.
• Own customer enablement outcomes: NPS, SLA performance, training effectiveness, adoption.
• Develop programs to improve workflow adoption and knowledge sharing across customers.
• Establish Voice of Customer program and translate insights into actionable improvements.
• Partner with Product, Implementations, and Account Management to prioritize customer-driven improvements.
• Lead and coach the Provider Enablement team and manage escalations.

Skills

Customer Success Leadership

Epic Systems Experience

Healthcare Technology

KPIs & Dashboards

Change Management

Cross-Functional Leadership

Coaching & Development

Education

Bachelor’s degree

Tools

Salesforce Service Cloud

LMS platforms

Knowledge management systems

Job description

Interwell Health seeks a Director, Provider Enablement to lead Acumen Support and Training, partnering with stakeholders to onboard, train, and enable providers on the Epic Connect EHR.

The role drives customer adoption, outcomes, and program scalability, translating feedback into scalable solutions while advancing operational maturity and continuous improvement in a healthcare technology setting. Occasional travel up to 20% is required.