Provider Escalation & Education - Senior Manager

Job Description

A bit about this role: 

The Provider Escalation & Education (Prov Esc/Edu) team is dedicated to maintaining strong operational relationships with our Critical Provider Organizations (CPOs) while focused on building partnerships that reduce frustration through efficient issue management and proactive solutions. Our mission is to minimize unnecessary friction and demonstrate true partnership with our provider partners, solidifying Devoted as the health plan of choice and the preferred partner for provider organizations.

In this role, the senior manager will lead the development of a new team focused on managing group escalations and centralizing issue intake by building efficient processes and effective tooling. They build out our capabilities to respond to issues, ensuring that provider concerns are addressed promptly and effectively, thereby fostering stronger partnerships and trust with our Critical Provider Organizations (CPOs). A key responsibility will be engaging directly with our critical provider groups during issue escalations. By meeting face-to-face with these providers, the manager will work to build trust and resolve issues effectively.

Additionally, by driving upstream operational initiatives, the manager will identify key pain points and collaborate with cross-functional teams to charter and implement innovative program solutions that mitigate future escalations and improve overall operational performance. This role is pivotal in fostering a culture of proactive problem-solving and continuous improvement within the new team.

Your Responsibilities and Impact will include:

• Drive Issue Resolution Excellence: Manage issue resolution, ensuring timely and effective responses to provider concerns while enhancing satisfaction and trust.

• Lead the Charge in Issue Centralization: Spearhead efforts to build a new process to centralize the centralization of provider issue intake, to improve efficiency across the organization.

• Champion Upstream Innovations: Lead initiatives to identify, charter, and execute upstream operational improvements, proactively tackling challenges before they escalate and transforming our operational landscape.

• Build Insight-Driven Tooling: Develop and implement tools to accelerate and scale our ability to deliver actionable insights, enhancing data visibility and empowering our ability to make informed decisions.

• Be a Change Maker: This is an opportunity to make a real impact, ensuring our provider partners feel valued and respected while reinforcing our mission to minimize frustration and strengthen relationships.

• Foster Strong Provider Relationships: Meet with providers to resolve escalations and deliver proactive performance insights, actively engaging to understand their needs and challenges.

Required skills and experience:

• Strategic analytical horsepower: 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.

• Operations minded: define an endpoint and formulate & execute against a plan for getting there, with quantifiable mile markers along the way.

• Relationship builder: expert at building relationships with a broad range of internal and external stakeholders (provider groups).

• Communication skills: 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.

• Organization skills: super organized with an eye for detail and the ability to understand and document what matters. Staying organized is a critical component of being able to pivot between going deep into the details and stepping back to see themes or levers that inform strategy.

• Writing Skills: Strong writing ability to craft thoughtful, clear, and persuasive communications to providers, ensuring messages are data-driven and tailored to meet specific needs and contexts.

Desired skills and experience:

• Proven ability to thrive in a fast-paced startup environment

• Capacity for high throughput, while working both autonomously and collaboratively with others

• Experience with leveraging analytics and critical thinking to digest complex quantitative information, produce rigorous insights, design & implement operational models based on those insights, & develop appropriate analytics to measure success 

• You build strong cross-functional relationships, prioritizing collaborative and empathetic communication

• Track record of success becoming an expert with a tool or system that was unfamiliar to you

• Experience with Data, Analytics, & Business Intelligence Platforms, such as Snowflake or Looker, preferred 

• Experience using Large Language Models to optimize business processes, preferred

• Proven success developing and operationalizing KPIs, preferred 

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Salary range: $105,000-145,000 / year
 

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family.  We are committed to a diverse and vibrant workforce. 

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States.  And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.