Lead - Provider Performance

Who We Are  

 At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. 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 leader in U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home. 

We are proud equal opportunity employer, and 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.  OHS 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.

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 skills including Microsoft Office tools (Excel, Word, Outlook)  
• Able to learn and maneuver different software systems uses to perform daily jobs 

 

Education

• Bachelor’s degree in business or related field preferred or equivalent experience required. 
• High school diploma, GED, or equivalent and five (5+) years of e