Provider Success Manager

Job description

PROVIDER SUCCESS MANAGER VILLAGE | FULL-TIME WHY WE'RE BUILDING VILLAGE Village Co-founder and CEO Brandon Terry's daughter Payton was born with a rare genetic condition — partially missing a chromosome critical for building essential organs. Diagnosed at 2 months old, she had 5 surgeries in her first 2 years. Brandon and his wife were told she might never walk or talk. Payton is doing wonderfully today. But what Brandon and his family remember most isn't just the medical complexity — it's the feeling of being on their own. Great doctors, but no one helping them navigate each step of the journey. No one connecting the dots. Tens of millions of families are living that same experience right now — navigating developmental delays, rare conditions, chronic illness, and special needs without a real partner in their corner. The more families Village meets, the more they realize this experience is not unique, but shared. There has to be a better way. This is why we're building it. ABOUT THE ROLE Village is looking for a Provider Success Manager to guide providers from onboarding to their first session and lead support and retention efforts for ongoing providers. This role is client-facing and execution-focused. It blends relationship management, operational excellence, and technical fluency to ensure providers are activated, prepared, and supported. This role is ideal for someone who thrives in service-oriented environments, can manage multiple moving pieces, and takes pride in delivering a seamless, high-touch experience for providers. WHAT YOU'LL OWN You will be responsible for the end-to-end provider journey from onboarding to ongoing care. In practice, that means: Provider Activation & Lifecycle Management - Own the provider journey from onboarding to first session for both independent providers and business customers - Identify opportunities to increase provider impact and utilization - Drive onboarding completion and timely activation by identifying and resolving blockers - Act as the primary point for ongoing provider needs - Partner with Sales and Growth teams to align incentives and outcomes Credentialing & Compliance Support - Coordinate payer credentialing processes - Collect, review, and validate required documentation - Serve as a subject-matter resource for credentialing timelines, requirements, and status updates - Answer provider questions about credentialing, billing, reimbursement, and product features - Partner with operations, billing, and compliance teams as needed Provider Enablement & Engagement - Support platform and product setup - Create and conduct implementation training for all providers to ensure providers are trained in core product functions - Lead ongoing provider training and engagement efforts - Escalate and track issues to resolution while maintaining trust WHO YOU ARE - Relationship-Driven: You can influence, motivate, and support providers with empathy and professionalism - Operationally Excellent: You thrive managing multiple processes and details without dropping the ball - Customer-Oriented: You take pride in delivering a seamless, high-touch experience - Technically Fluent: You understand credentialing, billing, and healthcare workflows, and can explain them clearly - Calm Under Pressure: You handle ambiguity and complexity with composure WHAT WE'RE LOOKING FOR - Strong verbal and written communication skills - Excellent organizational skills and attention to detail - Experience in provider success, customer success, account management, or healthcare operations - Familiarity with credentialing or billing workflows preferred - Comfort supporting both independent contractors and business customers - Ability to manage multiple priorities simultaneously Preferred: - Experience working with clinicians, therapists, or healthcare practices - Familiarity with provider networks, referrals, or insurance workflows WHY THIS ROLE MATTERS Providers are critical to the Village mission. The Provider Success Manager ensures providers are activated, confident, and prepared to deliver care — which directly impacts family experience, satisfaction, and outcomes. If you are motivated by meaningful work, operational excellence, and the opportunity to make a tangible difference in provider and family experiences — we’d love to meet you.