- Own provider onboarding into the EMR system and support successful orders, treatments, and other key activity in the first 30 days.
- Track time-to-first-booking and first appointment, and work with providers to shorten the time to their first closed invoice.
- Keep ProviderOS videos, system documentation, and process documentation current and improve them over time.
- Serve as the primary human contact for provider platform questions, escalations, requests, and non-development fixes.
- Schedule proactive check-ins and communicate releases, changes, known issues, and incident status to providers.
- Gather provider feedback through interviews, in-app feedback, surveys, and provider channels, then synthesize and prioritize needs.
- Identify recurring support issues, produce weekly bug and impact roll-ups, and keep providers informed when fixes are resolved.
- Partner with Product Design and Product Engineering to assess feature value and improve provider satisfaction.
- Participate in QA, UAT, and pre- and post-deployment smoke tests using real provider workflows.
Product ManagementCustomer SuccessZendesk