Director, Provider Communications and Digital Engagement

Responsible for planning, organizing, and leading the provider portal operations and provider experience functions. Oversee portal operations and performance, identifying priorities for enhancements, portal vendor management, and working collaboratively with IT partners to prioritize and implement enhancements based on provider input.

• Direct the activities of the Portal Operations team, including monitoring portal performance, identifying creative solutions to meet enterprise priorities, and working collaboratively with vendor and internal IT team for ongoing functionality improvements. Identify strategy and priorities for additional portal enhancements based on user needs, available funding, and IT team capacity.
• Direct the activities of the Provider Experience team, including identifying effective and efficient solutions to complex business problems and project implementations, highlighting priorities based on BCBSM’s provider intended experience.
• Collaborate across business units with key stakeholders to align business objectives. Work closely with IT partners and provider network partners to accomplish strategic goals.
• Oversee provider experience metric and impact assessment reporting looking for trends and opportunities.  Prepare and present formal presentations, documents, updates, etc. to share information across the enterprise, including executive leadership. 
• Lead, direct, evaluate and develop department leadership and team members. 

QUALIFICATIONS 

• Bachelor’s Degree in related field is required. 
• Five (5) years of leadership experience required.
• Three (3) years vendor management experience required. 
• Experience with the health insurance industry required. 
• Experience working with the provider community required. 
• Market analytics, user experience, and/or survey experience required. 
• Experience with a vendor portal or other similar external facing tool/functionality required.
• Ability to effectively lead, coach and develop team members. 
• Ability to foster teamwork and work effectively in a cross-functional team environment. 
• Advanced organizational, planning, analytical and problem-solving skills. 
• Ability to solve practical problems and deal with moving variables in situations with limited standardization and alignment. 
• Advanced knowledge of corporate organizational structures, including functional responsibilities. 
• Advanced verbal, written communication, and interpersonal skills. 
• Ability to influence others to achieve business unit objectives.

Department Summary / Preferences:

Responsible for planning, organizing, and leading the provider communications and engagement functions. Oversee the development and delivery of the provider engagement strategy, identifying priorities, implementing solutions, evaluating outcomes, and working collaboratively with business and IT partners to prioritize and implement enhancements based on provider input and business needs.