---
title: 'Director, Provider Enablement and Success at Interwell Health'
canonical: 'https://feeny.ai/job/director-provider-enablement-and-success-interwell-health-united-states-2yhxdxehhf6a'
type: 'job'
last_seen: '2026-09-13'
---

# Director, Provider Enablement and Success at Interwell Health

- **Company:** Interwell Health
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-08-05
- **Last confirmed live:** 2026-09-13
- **Apply:** https://job-boards.greenhouse.io/interwellhealth/jobs/5376568008

## Job description

Interwell Health is a kidney care management company that partners with physicians on its mission to reimagine healthcare—with the expertise, scale, compassion, and vision to set the standard for the industry and help patients live their best lives. We are on a mission to help people and we know the work we do changes their lives. If there is a better way, we will create it. So, if our mission speaks to you, join us!

The Director, Provider Enablement is a newly created leadership role responsible for overseeing Acumen® Support and Training functions and advancing the operational maturity of the provider enablement organization. Reporting to the VP, Provider Operations & Strategy, this leader will ensure provider customers are successfully onboarded, trained, supported, and enabled to maximize value from Interwell Acumen™, the leading nephrology-specific Epic Connect EHR. This role owns the strategy and execution of support, training, customer communications, and self-service programs, while driving operational excellence, customer adoption, performance metrics, and continuous improvement. Working closely with Product, Implementations, Account Management, and Epic Applications teams, the Director will translate customer feedback into scalable solutions that enhance the customer experience and improve outcomes

If you're someone who enjoys creating structure, building scalable customer programs, partnering closely with product teams, and driving measurable customer outcomes within a healthcare technology environment, this is a role with a lot of visibility, influence, and opportunity to shape the future state of the function.

What You'll Do:

Provider Enablement Strategy & Operations

- Lead Customer Support, Learning, and Enablement Operations to deliver effective support, training, communications, and self-service resources across the customer lifecycle.
- Set operational goals, priorities, service standards, and success metrics aligned to customer outcomes and organizational objectives.
- Establish consistent operating rhythms, accountability mechanisms, and reporting across support, learning, release readiness, knowledge management, and adoption activities.
- Drive improvements that increase team effectiveness, customer experience, scalability, and operational discipline.
- Champion the strategic use of generative AI, identifying opportunities to improve operational efficiency, enhance customer communications and learning programs, streamline workflows, and scale support and enablement capabilities.

Customer Success, Adoption & Onboarding

- Own customer enablement outcomes, including NPS, support SLA performance, training effectiveness, feature adoption, customer engagement, and self-service utilization.
- Partner with Implementations to ensure new customers are trained, prepared, and enabled to use Interwell Acumen effectively.
- Develop programs that improve the adoption of key workflows, features, and best practices across the customer base.
- Monitor customer health indicators and adoption trends to identify risks, barriers, and opportunities for improvement.

Voice of Customer & Continuous Improvement

- Establish a Voice of Customer program that incorporates support trends, customer feedback, NPS results, adoption metrics, training insights, and stakeholder input.
- Translate customer insights into clear recommendations to improve product experience, workflows, documentation, training, communications, and support processes.
- Partner with Product, Epic Applications, and other stakeholders to prioritize and execute customer-driven improvements.
- Lead initiatives that reduce avoidable support volume, strengthen self-service capabilities, and improve customer outcomes at scale.

Leadership & Cross-Functional Partnership

- Lead, coach, and develop the Provider Enablement team, fostering accountability, customer focus, collaboration, and continuous improvement.
- Serve as the escalation point for significant customer experience issues, adoption challenges, and operational risks.
- Build strong partnerships with Product, Development, Epic Applications, Implementations, Account Management, Marketing, and other stakeholders.
- Communicate customer experience trends, operational performance, risks, and recommendations through regular reporting and business reviews.

What You’ll Need

- Bachelor’s degree
- 10+ years of experience in customer success, customer support, customer enablement, or related functions in a healthcare technology environment.
- 5+ years of experience leading managers and customer-facing teams.
- Prior Epic experience required, including experience in applications, training, support, implementation, operations, analytics, or customer success functions.
- Demonstrated customer-facing experience, particularly with healthcare provider organizations.
- Demonstrated experience leading cross-functional operational improvement initiatives and organizational change efforts.
- Demonstrated experience leveraging generative AI tools to improve operational efficiency, enhance customer-facing programs, and scale team effectiveness.
- Experience developing KPIs, operational reporting, executive dashboards, or business performance reviews.
- Strong coaching, performance management, prioritization, and organizational development skills.
- Ability to establish practical operating models, performance routines, service standards, and scalable processes.
- Strong ability to influence cross-functional partners, especially technical, product, implementation, and customer-facing teams.
- Excellent written, verbal, executive communication, facilitation, and change management skills.
- Ability to translate customer needs and operational trends into clear priorities and coordinated execution.
- Ability to interpret support data, customer feedback, adoption trends, training insights, and operational metrics to identify actionable opportunities.
- Up to 20% travel, typically for customer meetings, internal team meetings, or onsite business needs.

## Preferred

- Experience supporting Epic Community Connect environments.
- Experience with Salesforce Service Cloud, LMS platforms, or knowledge management systems.
- Experience with customer onboarding, Voice of Customer programs, NPS programs, or customer advisory boards.

Our mission is to reinvent healthcare to help patients live their best lives, and we proudly live our mission-driven values:

- We care deeply about the people we serve.
- We are better when we work together.
- Humility is a source of our strength.
- We bring joy to our work.
- We deliver on our promises.

We are committed to diversity, equity, and inclusion throughout our recruiting practices. Everyone is welcome and included. We value our differences and learn from each other. Our team members come in all shapes, colors, and sizes. No matter how you identify your lifestyle, creed, or fandom, we value everyone's unique journey.

Oh, and one more thing … a recent study shows that men apply for a job or promotion when they meet only 60% of the qualifications, but women and other marginalized groups apply only if they meet 100% of them. So, if you think you’d be a great fit, but don’t necessarily meet every single requirement on one of our job openings, please still apply. We’d love to consider your application!

Come join us and help our patients live their best lives. Learn more at www.interwellhealth.com.

It has come to our attention that some individuals or organizations are reaching out to job seekers and posing as potential employers presenting enticing employment offers. We want to emphasize that these offers are not associated with our company and may be fraudulent in nature. Please note that our organization will not extend a job offer without prior communication with our recruiting team, hiring managers and a formal interview process.

## About Interwell Health

## Company Overview
- **One-liner**: Interwell Health is a kidney care management company that partners with physicians to deliver value-based care for patients with chronic kidney disease, aiming to reimagine kidney care and help patients live their best lives.
- **Entity Type**: Private (formed through merger of three industry leaders in 2022)
- **Headquarters**: Waltham, Massachusetts, United States
- **Founded**: 2022 (via merger of Fresenius Health Partners, Interwell Health, and Cricket Health; acquired Acumen Physician Solutions in September 2022)
- **Founders**: Not publicly available – the current entity was created through a merger of existing organizations; the original Interwell Health was founded earlier but individual founders are not listed.

## Core Business
- **Primary industry**: Healthcare – value-based kidney care management
- **Target customers**: B2B – health plans (payers), nephrology practices (providers), and patients with chronic kidney disease (CKD); also accountable care organizations.
- **Mission**: To reimagine kidney care and help patients live their best lives by providing smarter, easier, and more connected care through a coordinated approach that aligns patient and provider needs.

## Products & Services
- **Value-Based Kidney Care Management**: A coordinated care model that takes on the total cost of care for CKD patients, integrating clinical support, dietitian services, social work, and remote monitoring. Available at no additional cost to eligible patients.
- **Physician Partnership Network**: A network of 2,300+ nephrologists across 38 states, supported by in-market and virtual care teams, providing tools and data to reduce administrative burden and improve patient outcomes.
- **Data and Analytics Platform (Cricket Health technology)**: Uses patient data, claims, and EHR information to enable early detection, risk stratification, and personalized care plans – driving better outcomes like higher home dialysis rates and fewer hospitalizations.
- **EHR and Practice Management Software (Acumen Physician Solutions)**: Electronic health record and patient management software designed specifically for nephrologists, acquired in September 2022 to support physician workflows.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Total funding not publicly available; key operational metrics include:
  - 600,000+ patients served since value-based care journey began
  - 160,000 lives under management (2022 data)
  - 2,300+ physician partnerships across 38 states
  - 2,600+ employees
- **Notable Investors/Partners**: Fresenius Health Partners (part of Fresenius Medical Care, a global dialysis provider) was a founding entity; other partners include health plans and payers across the U.S. (specific names not disclosed in available materials)
- **Growth Signals**: 
  - 85% higher home dialysis start rate than national average
  - ~20% fewer all-cause hospitalizations than national average (USRDS 2019 data)
  - Rapid scaling through merger and acquisition (Acumen Physician Solutions)
  - National and virtual presence in all 50 states

## Competitive Advantages
- **Integrated value-based model**: Unlike fragmented care delivery, Interwell Health aligns incentives across patients, providers, and payers, managing total cost of care while improving outcomes.
- **Physician-led network**: Built by and for nephrologists, reducing clinician burnout and administrative burden through specialized tools and data insights.
- **Proven results**: Demonstrated measurable improvements in home dialysis rates, hospitalizations, and patient satisfaction, backed by data from a large patient population.
- **Data and technology backbone**: Combining EHR integration (Acumen), analytics (Cricket Health), and a scalable lakehouse platform (Databricks, Microsoft Fabric) to drive real-time clinical and operational decisions.

## Strategic Focus
- **Expanding value-based kidney care nationally** – leveraging a large physician network and virtual care teams to reach more patients in all 50 states.
- **Deepening data and AI capabilities** – hiring machine learning engineers and data engineers to enhance predictive analytics, risk stratification, and care coordination.
- **Improving early detection and prevention** – prioritizing identification of CKD in earlier stages to slow disease progression and reduce hospitalizations.
- **Strengthening payer and provider partnerships** – aligning incentives to achieve better outcomes at lower costs, while reducing administrative burden for clinicians.

## Why Work Here
- **100% remote work** for most positions – flexibility to work from anywhere in the U.S. (ET/CT hours preferred).
- **Comprehensive benefits**: Flexible PTO, tuition reimbursement, 401k matching, mental health resources, fertility benefits, and paid volunteer time off.
- **Mission-driven culture**: Focus on compassion, positivity, and making a tangible difference in patients’ lives; described as “a community of talented, compassionate people committed to helping patients thrive.”
- **Diversity, equity, and inclusion**: Active DE&I Council and Employee Resource Groups; a stated commitment to an inclusive environment.
- **Growth and impact**: Joining a company at the forefront of value-based kidney care with rapid expansion, strong outcomes, and a clear purpose – “reimagining kidney care to help patients live their best lives.”

## Sources
1. [interwellhealth.com – About Us](https://www.interwellhealth.com/who-we-are/about)
2. [interwellhealth.com – Home Page](https://www.interwellhealth.com/)
3. [interwellhealth.com – Careers Page](https://www.interwellhealth.com/who-we-are/careers)
4. [job-boards.greenhouse.io – Interwell Health Jobs](https://job-boards.greenhouse.io/interwellhealth)
5. [job-boards.greenhouse.io – Staff Data Engineer Job Posting](https://job-boards.greenhouse.io/interwellhealth/jobs/5234251008)

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