VP of Customer Enablement

Job Announcement:

Vice President of Customer Enablement

Amid clinical workforce shortages, rising healthcare costs and ongoing concerns about inequity, IMPaCT unlocks the power of the grassroots community health workforce.

Here at IMPaCT Care, we get out of bed every day to change lives, with the most effective intervention in the world for addressing health inequity. We find, train and enable Community Health Workers: caring people who keep their communities healthy. We have built the largest and most scientifically-proven Community Health Worker platform in the country, used across 20+ states by 70+ organizations like Kaiser Permanente, CVS and United Way. Across multiple randomized controlled trials IMPaCT has achieved outcomes frequently believed to be out of reach, including $2,500 annual savings per patient, improved mental health and a Net Promoter Score of 94. We’re making waves: on CNN, in WaPo, at the Fed…there is even a new Medicare billing code for Community Health Workers that is modeled after IMPaCT.

We’re changing the game, but also know the importance of enjoying the journey. That’s why we have made sure that IMPaCT Care is the place to be! We provide competitive compensation and equity grants, comprehensive benefits and plenty of opportunities for team-building and fun. Plus you get to work from home.

Interested? Read on.

Who you are: The Vice President of Customer Enablement is an experienced health care operator with a passion for building lasting partnerships. You’ve managed your own clinical program KPIs, and you’re excited to use your experience to help partner organizations deliver life-changing Community Health Worker programs. You are a systems thinker who simplifies complex processes and is always looking for ways to achieve results better, faster, and with greater scale. You can rapidly shift between high-level vision and operational details. You are an excellent listener, but also have enough gravitas to command a room of senior executives. Your customers love you because you meet them where they are and always do what you say you are going to do.

What you’ll do: Your team will use IMPaCT’s evidence-based infrastructure to help customer organizations design Community Health Worker programs and deliver Community Health Worker services at enterprise scale. You will oversee implementation of customer journeys across the following stages:

• Strategic planning, during which your team will help customers articulate their vision for a Community Health Worker program and then work backwards to an operational plan. Your team will conduct gap analyses of any existing Community Health Worker programs, define key performance metrics, build financial models, identify priority populations, and map workflows, including the flow of information between the electronic health record and IMPaCT application.
• Once you have aligned on a plan, you and your team will help your client execute it; you will use IMPaCT’s evidence-based infrastructure to hire and train empathic, trustworthy Community Health Workers who come from within the communities they serve.
• You will stay closely engaged as your client operationalizes their Community Health Worker program, using IMPaCT’s operating system to optimize KPIs.

You and your team will own the customer relationship, leading Quarterly Business Reviews and taking accountability for customer delight and retention. You will manage a growing team and create systems that ensure effective performance and account management.

What you bring:

• 10+ years of healthcare operations and quality leadership
• Experience in B2B customer-facing roles, such as in Customer Success or advisory services
• In-depth understanding of value-based care, Medicare and Medicaid financing
• Highly organized, able to juggle multiple projects with excellent attention to detail
• Exceptional presentation, interpersonal, and writing skills

One of our core values is to create a diverse workplace that welcomes and values each team member’s unique perspective, background, and ideas. We are committed to an inclusive and diverse workplace.