Provider Engagement Manager

Role Overview

• Collaborate with C-Suite leadership, doctors, staff and key external stakeholders to maintain and cultivate relationships.
• Develop strategic, comprehensive, provider-specific plans to advance risk adjustment and quality performance, participation and provider satisfaction.
• Proactive identification of performance improvement opportunities through analysis and discussion with subject matter experts; influence provider behavior to achieve key performance metrics.
• Develop effective improvement plans for practices that are not meeting performance goals.
• Improve the rate of active participation among all contracted practices, at the individual provider level.
• Contribute to the achievement of 99%+ provider retention year-over-year.
• Follow standard protocols and leverage Job Aids, workflows, and other tools to ensure providers’ questions and concerns are addressed in a timely manner.
• Contribute to the achievement of 99%+ provider e-signature on Vatica encounters within client specific Lock parameters.
• Leverage technology, and best practices, to deliver provider-centric service.
• Receive, assess, and research all questions, concerns and complaints received from contracted practices. Work cross functionally to research concerns and complaints and achieve “win-win” results for practices, clients and Vatica.
• Immediately seek assistance and guidance from leadership, or other supervisory staff, to resolve escalated and complex provider service issues and complaints.
• Fully document all interactions, and communications, with practices in Salesforce (and other tools, as appropriate).
• Drive incremental improvements in provider satisfaction scores (measured by NPS or other methods) year-over-year, in accordance with corporate OKRs.
• Support interdepartmental projects.
• Contributes to, and executes, all responsibilities assigned to this role.

Requirements

• Minimum of three years of provider account management or liaison/engagement and a Bachelor’s degree; experience at a health system or other healthcare setting.
• Ability to actively engage and influence behavior on all levels, i.e. C-Suite, providers, office staff
• Demonstrated proficiency increasing provider engagement.
• Excellent customer service and problem-solving skills.
• Excellent presentation and communication skills (verbal and written) in both remote and in-person environments.
• Keen attention to details; ability to follow verbal and non-verbal cues.
• Ability to learn quickly, adapt and succeed in a fast-paced organization.
• Ability to demonstrate a high degree of sound judgment and resiliency.
• Ability to work independently in a remote environment.
• Comfortable with ambiguity and pivoting to support changing market needs.
• Excellent organizational skills with the ability to multi-task.
• Up to 25% travel required.
• Strong knowledge/experience in Value Based Care arrangements (Preferred)
• Experience working with health systems, provider practices, provider enablers payers, ACOs and “payviders” (Preferred)
• Proficiency in Microsoft Suite including Excel and data visualization tools such as Power BI (Preferred)
• Strong knowledge/experience with Quality, Risk Adjustment and Medicare HEDIS/Stars Programs (Preferred)
• Experience working in a CRM such as Salesforce (Preferred)

Benefits

• Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
• Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
• 401k plans– we want to empower you to prepare for your future
• Room for growth and advancement
• we love our employees and want to develop within
• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance, short-term, and long-term disability
• Excellent PTO policy (everyone deserves a vacation now and then)
• Great work-life balance environment
• We believe family comes first!
• Strong supportive teams
• There is always a helping hand when you need it