Ownership of Devoted’s Network Escalations function, including service levels, quality, provider experience, operational performance, compliance, and cost
Leading a team of subject matter experts that resolve network escalations
Running the current machine while designing, implementing, and owning the future-state machine
Defining and executing the roadmap for modernizing through AI, workflow automation, and self-service
Establishing clear visibility into units of work, productivity, quality, cost, and performance metrics
Meet with providers to resolve escalations and deliver proactive performance insights, actively engaging to understand their needs and challenges.
Building and operationalizing AI-enabled and human-in-the-loop workflows that improve quality, consistency, speed, and provider satisfaction
Managing the function through rigorous metrics, KPIs, scorecards, and performance dashboards, with clear accountability for outcomes
Partnering cross-functionally with Network and other health plan operations teams to solve upstream drivers of provider issues and improve end-to-end provider experience
Leading through significant evolution while creating confidence, momentum, stability, and strong culture through change
Raising the talent bar across the organization by setting the pace and modeling high standards.

At least 5 years of leadership experience with a track record of delivering measurable outcomes in complex operational environments
Outstanding operational rigor with the ability to deploy technology to solve complex business challenges
Proven experience driving end-to-end initiatives from strategy through execution that materially improve quality, service levels, cost, compliance, or operational efficiency
Demonstrated ability to manage through metrics, establish ambitious targets, and drive teams to results with clear accountability
Exceptional attention to detail and precision, with a reputation for sweating the details and getting the hardest operational last mile right
Clear evidence of urgency, resilience, and the ability to move quickly while maintaining high quality standards
Proven ability to leverage complex data sets to inform strategic initiatives and team development, while articulating compelling, data-driven narratives that drive organizational vision and ensure alignment.
Expert at building relationships with a broad range of internal and external stakeholders (provider groups).
Conversational agility expertise demonstrated by the ability to reframe, refocus, and redirect conversations to realize accretive partnerships and desired outcomes.
Additionally, this individual needs to be able to condense complex concepts into simple explanations with clear and concise calls to action.

Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program
And more....

Senior Manager, Provider Escalation, Education

Key skills