Lead, Provider Performance

Who We Are 

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live.  We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. 

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. 

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.  

 Position Summary

The Provider Performance Lead is responsible for managing the performance of service providers across a variety of trades based on key performance inputs from various segments of the Field Operations business. As an aggregator of operational performance data, the Provider Performance Lead drives improved performance through proactive provider relationship management that focuses on delivering quality services to HOS standards. Additionally, this role supports organic network growth through the conversion of out-of-network providers to preferred in-network providers. This role is instrumental in ensuring that both in-network and out-of-network providers consistently deliver high quality services to our customers while adhering to HOS policies, business processes and documentation standards.

Although this position is home‑based, the ideal location for this candidate is in Pennsylvania or West Virginia to support required in‑state field visits, as well as periodic travel to our corporate offices in Illinois. (Approximately 20% travel or as business needs require)  

Responsibilities include but are not limited to:

• Establish and maintain business relationships with key 3rd party provider personnel at the operations, management, and owner levels. 
• Provide departmental updates, metrics reporting and data insights regarding provider and territorial performance. 
• Provide recommendations to the Field Operations Leadership team for operational improvement opportunities. 
• Establish business relationships necessary to receiving, gathering, and aggregating performance inputs that support provider management opportunities necessary to ensuring efficient operation of internal business processes. 
• Develop reporting and process analytics that identify favorable and unfavorable trends in claims and provider performance. 
• Assist in the resolution of customer escalations by taking necessary corrective actions with providers to prevent re-occurrence. 

 

 

We're Excited if this is You!

Experience and Qualifications of the Role

• 5+ years of progressive customer service experience or equivalent/related work experience. 
• 3+ years plumbing, HVAC, and/or electrical trades experience. 
• 3+ years home utility/repair program field support. 
• Previous experience with external business relationship management, claims, and provider support functions. 
• 2+ years demonstrated training, monitoring, and coaching to deliver results for multiple business groups.  
• Repair trades (HVAC, appliance, plumbing, electrical trades, etc.) 
• 4+ years demonstrated accountability monitoring.  
• 4+ years demonstrated relationship management experience. 
• In depth knowledge of outside water and sewer, HVAC, appliances, electrical trades, or plumbing. 

  

Computer Skills Needed to Perform the Job

• Proficient PC sk