Oncourse Home Solutions
Lead, Provider Performance
Oncourse Home Solutions, Naperville, Illinois, United States, 60564
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Lead, Provider Performance
role at
Oncourse Home Solutions .
Who We Are Oncourse Home Solutions (OHS) is a people‑centric, $500M organization owned by private equity firm Apax Partners, operating under the brands American Water Resources, Pivotal Home Solutions, and American Home Solutions. We serve 1.8+ million customers across the U.S., helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable. Our mission is to create lasting value for customers and partners while fostering a diverse and inclusive environment where employees, customers, and partners feel valued, respected, and supported.
Position Summary The
Provider Performance Lead
is responsible for managing the performance of service providers across a variety of trades. As an aggregator of operational performance data, the Lead drives improved performance through proactive provider relationship management, focusing on delivering quality services. The role supports organic network growth by converting out‑of‑network providers to in‑network partners, ensuring consistent delivery of high‑quality services while adhering to HOS policies, processes, and documentation standards.
This is a remote position with periodic trips to our headquarters in Naperville, IL for business planning.
Responsibilities
Establish and maintain business relationships with key third‑party provider personnel at the operations, management, and owner levels.
Provide departmental updates, metrics reporting, and data insights regarding provider and territorial performance.
Recommend operational improvement opportunities to the Field Operations Leadership team.
Collect and aggregate performance inputs to support provider management initiatives that ensure 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 corrective actions with providers to prevent re‑occurrence.
Experience and Qualifications
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.
Experience with external business relationship management, claims, and provider support functions.
2+ years of demonstrated training, monitoring, and coaching to deliver results for multiple business groups.
Expertise in repair trades (HVAC, appliance, plumbing, electrical, etc.).
4+ years of demonstrated accountability monitoring.
4+ years of demonstrated relationship management experience.
In‑depth knowledge of outside water and sewer, HVAC, appliances, electrical trades, or plumbing.
Computer Skills
Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).
Able to learn and maneuver different software systems to perform daily jobs.
Education
Bachelor’s degree in business or related field preferred; equivalent experience required.
High school diploma, GED, or equivalent with five (5+) years of experience in a related business environment.
Certificates, Licenses, Registrations
N/A
Compensation The base pay range for this position is $54,060‑$77,000 USD yearly, depending on qualifications, experience, education, and skill set. Compensation may also include an annual performance‑based bonus, sales incentive plan, or commission target.
Benefits
Competitive Compensation: Pay for performance philosophy.
Comprehensive Health Coverage: Medical, dental, vision, short‑term and long‑term disability options.
401(k) Plan with 4% Company Match.
Generous Paid Time Off.
Education Assistance Program.
FSA/HSA options.
Employee Wellness: EAP, health, legal, and financial resources.
Vibrant Company Culture: Monthly townhalls, employee recognition programs, and Employee Business Resource Groups.
Competencies Action‑Oriented
– Enjoys working hard; action oriented and full of energy for challenging tasks; seizes opportunities.
Priority Setting
– Focuses on important tasks, quickly zeroes in on critical few, eliminates roadblocks.
Listening
– Practices attentive active listening; patiently hears people out and restates opinions.
Perseverance
– Pursues tasks with energy, drive, and a need to finish; seldom gives up before finishing.
Planning
– Accurately scopes tasks, sets objectives, breaks work into steps, schedules, anticipates problems, measures performance.
#J-18808-Ljbffr
Lead, Provider Performance
role at
Oncourse Home Solutions .
Who We Are Oncourse Home Solutions (OHS) is a people‑centric, $500M organization owned by private equity firm Apax Partners, operating under the brands American Water Resources, Pivotal Home Solutions, and American Home Solutions. We serve 1.8+ million customers across the U.S., helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable. Our mission is to create lasting value for customers and partners while fostering a diverse and inclusive environment where employees, customers, and partners feel valued, respected, and supported.
Position Summary The
Provider Performance Lead
is responsible for managing the performance of service providers across a variety of trades. As an aggregator of operational performance data, the Lead drives improved performance through proactive provider relationship management, focusing on delivering quality services. The role supports organic network growth by converting out‑of‑network providers to in‑network partners, ensuring consistent delivery of high‑quality services while adhering to HOS policies, processes, and documentation standards.
This is a remote position with periodic trips to our headquarters in Naperville, IL for business planning.
Responsibilities
Establish and maintain business relationships with key third‑party provider personnel at the operations, management, and owner levels.
Provide departmental updates, metrics reporting, and data insights regarding provider and territorial performance.
Recommend operational improvement opportunities to the Field Operations Leadership team.
Collect and aggregate performance inputs to support provider management initiatives that ensure 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 corrective actions with providers to prevent re‑occurrence.
Experience and Qualifications
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.
Experience with external business relationship management, claims, and provider support functions.
2+ years of demonstrated training, monitoring, and coaching to deliver results for multiple business groups.
Expertise in repair trades (HVAC, appliance, plumbing, electrical, etc.).
4+ years of demonstrated accountability monitoring.
4+ years of demonstrated relationship management experience.
In‑depth knowledge of outside water and sewer, HVAC, appliances, electrical trades, or plumbing.
Computer Skills
Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).
Able to learn and maneuver different software systems to perform daily jobs.
Education
Bachelor’s degree in business or related field preferred; equivalent experience required.
High school diploma, GED, or equivalent with five (5+) years of experience in a related business environment.
Certificates, Licenses, Registrations
N/A
Compensation The base pay range for this position is $54,060‑$77,000 USD yearly, depending on qualifications, experience, education, and skill set. Compensation may also include an annual performance‑based bonus, sales incentive plan, or commission target.
Benefits
Competitive Compensation: Pay for performance philosophy.
Comprehensive Health Coverage: Medical, dental, vision, short‑term and long‑term disability options.
401(k) Plan with 4% Company Match.
Generous Paid Time Off.
Education Assistance Program.
FSA/HSA options.
Employee Wellness: EAP, health, legal, and financial resources.
Vibrant Company Culture: Monthly townhalls, employee recognition programs, and Employee Business Resource Groups.
Competencies Action‑Oriented
– Enjoys working hard; action oriented and full of energy for challenging tasks; seizes opportunities.
Priority Setting
– Focuses on important tasks, quickly zeroes in on critical few, eliminates roadblocks.
Listening
– Practices attentive active listening; patiently hears people out and restates opinions.
Perseverance
– Pursues tasks with energy, drive, and a need to finish; seldom gives up before finishing.
Planning
– Accurately scopes tasks, sets objectives, breaks work into steps, schedules, anticipates problems, measures performance.
#J-18808-Ljbffr