Provider Engagement Manager

Provider Engagement Manager (PEM I)

Responsible for overall practice success, including provider satisfaction, engagement/adoption, and performance management.

Base Pay Range

$90,000 per year - $100,000 per year

Responsibilities

• Collaborate with C‑Suite leadership, doctors, staff, and key external stakeholders to maintain and cultivate relationships.
• Develop strategic, comprehensive, provider‑specific plans to advance risk adjustment and quality performance, participation, and provider satisfaction.
• Proactively identify performance improvement opportunities through analysis and discussion with subject matter experts; influence provider behavior to achieve key performance metrics.
• Develop effective improvement plans for practices that are not meeting performance goals.
• Improve the rate of active participation among all contracted practices, at the individual provider level.
• Contribute to the achievement of 99%+ provider retention year‑over‑year.
• Follow standard protocols and leverage Job Aids, workflows, and other tools to ensure providers’ questions and concerns are addressed in a timely manner.
• Contribute to the achievement of 99%+ provider e‑signature on Vatica encounters within client specific Lock parameters.
• Leverage technology and best practices to deliver provider‑centric service.
• Receive, assess, and research all questions, concerns and complaints received from contracted practices. Work cross‑functionally to research concerns and complaints and achieve “win‑win” results for practices, clients and Vatica.
• Immediately seek assistance and guidance from leadership or other supervisory staff to resolve escalated and complex provider service issues and complaints.
• Fully document all interactions and communications with practices in Salesforce (and other tools, as appropriate).
• Drive incremental improvements in provider satisfaction scores (measured by NPS or other methods) year‑over‑year, in accordance with corporate OKRs.
• Support interdepartmental projects.

Requirements

• Minimum of three years of provider account management or liaison/engagement and a Bachelor’s degree; experience at a health system or other healthcare setting.
• Ability to actively engage and influence behavior on all levels (C‑Suite, providers, office staff).
• Demonstrated proficiency increasing provider engagement.
• Excellent customer service and problem‑solving skills.
• Excellent presentation and communication skills (verbal and written) in both remote and in‑person environments.
• Keen attention to detail; ability to follow verbal and non‑verbal cues.
• Ability to learn quickly, adapt and succeed in a fast‑paced organization.
• Strong knowledge/experience in Value‑Based Care arrangements (Preferred).
• Experience working with health systems, provider practices, provider enablers payers, ACOs and “payviders” (Preferred).
• Proficiency in Microsoft Suite including Excel and data visualization tools such as Power BI (Preferred).
• Strong knowledge/experience with Quality, Risk Adjustment and Medicare HEDIS/Stars Programs (Preferred).
• Experience working in a CRM such as Salesforce (Preferred).
• Up to 25% travel required.

Travel Commitment

Travel is expected for this role in the assigned territory.

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