AVP - Practice Success at Avance Care in Durham, North Carolina

Job Description:

Who are we?
Avance Care is in the business of improving the standard of healthcare. By offering specialized, accessible, cost-effective healthcare services, we keep our patients at the center!
Summary: As the Vice President of Practice Success, you will be responsible for designing and overseeing a comprehensive system to ensure the success and satisfaction of our physician owners and lead physicians and their practices. Your primary focus will be on developing strategies, processes, and tools to deliver scalable, reliable, and relevant support to these practices in achieving their financial and operational goals. You will lead a team of Regional Managers (RMs), the day-to-day points of contact for our practices, in effectively managing and nurturing relationships with our physicians and marshal the resources of the larger organization to support these practices. This role requires a passionate and enthusiastic leader who can inspire both teams and practice partners. Frequent onsite visits to various clinic locations throughout North Carolina are essential, ensuring direct engagement and effective leadership in driving practice success.
Responsibilities:
Strategic Leadership:

Develop and implement strategic initiatives to drive physician and clinic success and satisfaction.
Collaborate with executive leadership to align customer success efforts with company goals and objectives.
Stay abreast of industry trends and best practices in physician relations/customer success to continually enhance our approach.

System Design and Implementation:

Design and implement a comprehensive system for managing physician success, including processes, tools, and metrics for measuring performance and outcomes.
Define clear roles and responsibilities for Regional Managers (RMs) and establish guidelines for their interactions with physician owners and lead physicians.

Regional Manager Leadership:

Define the key skills and traits required of a successful RM.
Recruit, train, and mentor a team of RMs responsible for supporting physician owners and lead physicians.
Provide ongoing guidance, coaching, and performance feedback to ensure RMs are equipped to effectively engage with physicians and clinic staff to drive customer success.

Physician Relationship Management:

Serve as a strategic advisor and escalation point for complex issues or challenges related to physician customer relationships.
Foster strong relationships with key physician stakeholders and lead initiatives to enhance physician satisfaction and loyalty.
Serve as primary leadership liaison with Physician Executive Council (PEC), representatives who collaborate with MSO leadership on behalf of all owners, to help foster collaboration and communication.

Data Analysis and Insights:

Utilize data and analytics to assess physician/clinic performance and metrics, identify trends, and uncover opportunities for improvement.
Generate actionable insights and recommendations to optimize physician engagement, clinic processes, and drive better outcomes.
Partner with Finance leaders to administer and facilitate quarterly reviews of practice financial performance with physician owners.

Cross-Functional Collaboration:

Collaborate closely with sales, marketing, product development, and operations teams to ensure alignment of efforts and a unified approach to supporting physician customers.
Advocate for physician needs and priorities internally, driving product enhancements and process improvements as necessary.

Qualifications:

Bachelor's degree in business administration, Healthcare Administration, or a related field; Master's degree preferred.
Minimum of 10 years of experience in a customer-facing role within the healthcare industry, with a focus on serving physician customers.

Necessary Skills and Abilities:

Proven track record of success in building and managing high-performing customer success teams.
Strong understanding of physician practice management, healthcare regulations, and compliance requirements.
Excellent leadership, communication, and interpersonal skills.
Strategic thinker with the ability to translate vision into actionable plans and initiatives.
Ability to define a universe of KPIs and manage performance through those.
Previous experience as a consultant to health care organizations, especially clinicians, a plus
Proficiency in data analysis and utilization of CRM and other customer success software tools.

Physical Demands:
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, type, or feel objects, tools or controls; reach with hands and arms; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment:
The duties of this job may require availability to work evenings and weekends as business demands. This position will require the staff member to travel to multiple Avance Care locations. This position may require some travel and overnight stays.