Manager, Provider Service

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!

Job Description

A bit about this role

At Devoted, we see significant value in cultivating strong partnerships with our providers.  It’s critical that we trust them and they trust us as a preferred partner.  One of the most important ways we build that mutual trust is by creating the tools and processes that allow providers to focus less on administrative work and more on caring deeply for our members.  Our Provider Service Team is the hub of this relationship and a pulse-check on how we’re delivering on our mission.  Devoted is committed to building a team of people, effective processes and proprietary technology that delivers industry leading provider experience and satisfaction.  The Provider Service Program Manager will be responsible for diving deep into team and cross functional work streams.  You will have the opportunity to continue development of existing programs and tools, as well as identify and deploy programs and tools that bring more value to Devoted and our providers.  This role is a combination of managing day to day processes, project management, and strategic focus building and improving the overall operations in our Provider Service team.

Your Responsibilities and Impact will include:

• A focus on Provider Experience to ensure we continue to deliver on our mission in a way that’s scalable and sustainable

• Lead a team of onshore Provider Satisfaction Specialists (Direct Reports) as well as provide daily direction, leadership and oversight to an off-shore vendor

• Own the inbound and outbound Provider Call Center experiences including Annual Enrollment Period (AEP), 1/1 Readiness each January, and daily provider calls inquiring about benefits, eligibility, authorizations, and claims processing. Monitor results daily.

• Partner with stakeholders across the organization including but not limited to:  Clinical, Network, Claims, Member Operations, Provider Data and Utilization Management to drive strategic priorities and initiatives.

• Relentlessly pursue opportunities to provide a better provider experience. Anticipate issues before they become issues and be willing to try new processes while constantly innovating

• Provide input and improvements to external facing Provider Manual to communicate Devoted’s policies

• Develop expertise in all areas of Devoted Health’s Provider Service team

• Work ad hoc projects and perform other duties as assigned

Required skills and experience:

• Previous Health Plan experience

• Experience with Provider Services and Call Centers

• People leadership – must have led direct reports in the past

• Medicare Advantage knowledge and experience

• Experience managing, training, and monitoring offshore vendors/teams

• Strong ability to estimate (forecast), plan and execute large scale, time sensitive initiatives in a highly matrixed environment

• Self-starting and willing to raise your hand – be curious and make suggestions

• Strong communicator who can work with cross-functional stakeholders and drive alignment

Desired skills and experience: 

• Five (5) or more years of Program/Project Management experience required, with a focus on the healthcare industry preferred

• Claims knowledge (revenue cycle, processing, etc.)

• Experience in training (especially offshore teams)

• You are passionate about process improvement and efficiency, and have an ability to predict and prevent roadblocks

Salary Range: $75,805 - $94,569 / year

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Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partn