The Role
The Client Experience Manager oversees provider onboarding, enhances training, manages escalations, and improves client relationships to drive satisfaction and operational efficiency.
Summary Generated by Built In
Integra Partners is looking for a Client Experience Manager for our Network Department. This role is a blend of strategic implementation management, process development and refinement, and problem solving. Looking for candidates with best-in-class project management skills, strong attention to detail, and willingness to tackle new challenges associated with rapid business growth. This role will wear several hats and will be responsible for addressing the needs of the business. Strong candidates will be independent, creative problem-solvers with business acumen and experience operating in a client-facing capacity. This is a fast-paced role with a great deal of autonomy. We are looking for a self-starter who can manage complex challenges end-to-end, with limited oversight.
JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES
The Client Experience Manager’s responsibilities include but are not limited to:
JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES
The Client Experience Manager’s responsibilities include but are not limited to:
- Own Provider lifecycle and onboarding experience, with heavy focus on new campaigns.
- Execute on and maintain Provider “first 90-day experience.”
- Review and provide feedback on existing Provider onboarding experience, develop plan to improve.
- Identify Provider training and retraining needs through active monitoring and trending of data – develop and execute strategies to resolve, including creation of content and direct client engagement.
- Maintain process documentation and workflows, document changes to existing processes, and document new processes as created.
- Manage team responsible for member escalations needing network intervention.
- Solve complex Provider onboarding challenges through strategic relationship management and creative problem solving.
- Work closely with Claims, Customer Service, Order Management, and EDI teams to drive a high performing network.
- Support in the creation and execution of provider satisfaction surveys, aimed at improving NPS.
- Be the voice of the customer for the Provider network so that we can drive better operational processes, improve our technical products, and drive better outcomes with our Health Plans.
- Identify and develop relationships with key Providers.
- Create and monitor weekly trended reporting on recruitment, credentialing, training, escalations, and SCAs.
- Schedule, lead, and report in weekly meeting on recruitment progress/challenges, credentialing progress/challenges, training progress and challenges.
- Develop provider scorecard and actively report on trends to support management and improvement of provider performance and experience.
- Serve as a point of escalation from the Client Engagement Specialists for any Provider inquiries they are unable to resolve.
- Solve complex member challenges by leveraging cultivated client relationships.
- Oversee Integra’s Group Purchasing Organization; lead contracting efforts on new vendors/programs and drive engagement within provider network.
- Assist with member transitions.
- Landscape of the DMEPOS space and industry dynamics.
- Integra Partners value proposition to all parties.
- Navigation of proprietary network and claims management systems
- Provider contracting operational and workflow process and procedures.
- Network adequacy regulations and requirements.
- Internal cross-department collaboration with the goal of driving the Integra mission as one team.
What will you achieve in the first 12 months?
EXPERIENCE:
- Propose a plan to improve initial provider onboarding (first 90 days).
- Identify trends in onboarding escalations, and present plan to improve (first 120 days).
- Refine and develop training opportunities for network Providers to drive better outcomes.
- Building strategic relationships with network providers.
- Lead several provider outreach campaigns aimed at improving initial onboarding experience.
- Take over reporting and dashboard maintenance for recruitment, credentialing, and training.
- Serve as final escalation point for Network escalations and Single Case Agreements (SCAs).
- Facilitate and oversee EDI enrollment for new and existing provider organizations.
EXPERIENCE:
- Strong project management experience.
- DMEPOS experience preferred.
- Strong business acumen.
- Strong relationship management skills.
- Strong familiarity with Excel, data analysis, and Salesforce.
- Strong understanding of executive level reporting.
- Ability to self-manage and operate with an entrepreneurial mindset.
- Experience with Healthcare preferred but not required.
Top Skills
Excel
Salesforce
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Integra Partners is a leading network management company that connects Orthotics and Prosthetics (O&P) and Durable Medical Equipment (DME) providers with health plans and their patients. The company works with more than 50 health plans and has over 4,000 provider locations in its network.
For more information on Integra Partners, visit www.accessintegra.com
