Clinical Program Success Manager, New Ventures

Deliver an exceptional experience to clinicians providing care to our Pomelo Care customers. Exceptional experience will be measured by: Clinician Net Promoter Score (NPS), Clinician quality metrics, and Clinician retention rates. In this role, you will have the following responsibilities: Act as the primary internal point of contact for clinicians delivering care across our pilot programs; answer questions, provide feedback, and monitor utilization. Design the onboarding and training program for new clinicians, in partnership with the Training team, and ensure that all providers complete onboarding and training in a timely manner. Own communication and change management to clinicians regarding important updates, using scalable and effective methods. Maintain an up-to-date clinician handbook with accurate details on our offering, such as services included, documentation expectations, and required scripting. Ensure that clinicians meet the expectations of our client sponsors, including documentation requirements, quality standards, and preferred partners. Use data to identify areas for improvement at the individual and team level; escalate programmatic areas of opportunity and provide coaching to specific clinicians, as needed. Build relationships with relevant community clinician groups to support recruitment, build trust within the community, and stay informed of market trends.