Lead, Provider Performance

Who We Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. 

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

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.

This is a remote position and requires periodic trips to our headquarters in Naperville, IL for business planning. 

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 coac