Sr. Provider Communications & Education Manager -Delta Dental MA

Delta Dental of Massachusetts is dedicated to providing an exceptional experience for our valued network of providers. We prioritize proactive, consistent, and clear communication through various channels to achieve this goal. This includes offering educational and training resources that enhance administrative simplicity and transparency within the network. By doing so, we ensure that we meet and exceed the needs of our esteemed providers. Our success heavily relies on identifying the most effective communication methods to share important information, making it easier for our network to collaborate with Delta Dental of Massachusetts. 

We are currently seeking an experienced Provider Education and Training Manager. This role will involve developing a comprehensive provider communications portfolio, overseeing all communication channels and provider-facing content directed toward our highly valued network. The Manager will ensure that providers are well-informed about policies, procedures, and updates while fostering positive relationships through practical training and clear communication strategies.

PRIMARY JOB RESPONSIBILITIES:

• Improve and maintain provider satisfaction and advancing provider strategies through well-written communication and successfully executed training programs, resource tools and policies.
• Develop, design, launch and maintain a Provider Communication hub to store and maintain all network messaging so it is accessible to network facing teams. 
• Develop suite of new provider communication vehicles including newsletter, provider manuals, email blasts, and website messaging, resources, and tools. 
• Work with Marketing team to develop and manage process to engage network via social mediate platforms. 
• Regularly consult with provider facing staff; Provider Relations, Contract Operations, Credentialing and Enrollment, Claims, and Customer Service Center etc. to monitor trends and identify provider education opportunities. 
• Develop and ensure accuracy of all content provided in network notifications announcing company initiatives and payment policy updates.   
• Create Communication Plan documents designed to inform internal associates of material provider notifications and supportive resource tools. 
• Develop training programs for a variety of settings, including but not limited to large audience, classroom, on site, and computer-based training. 
• Crafts messages, presentations, and training modules for communication to internal and external audiences.
• Develop project plans, class scheduling, training materials, course design, and communication planning to support daily business and new initiatives. 
• Create and maintain quarterly provider office staff training designed to educate providers on important changes impacting the network i.e. new products and benefit designs, policy, and procedure changes etc. 
• Determine criteria, develop curriculum, and prepare presentations for provider webinar trainings. 
• Develop online Provider Education series focused on how more effectively to do business with Delta Dental of Massachusetts.  
• Measure effectiveness of provider education and training programs and other network communications projects using satisfaction surveys, audits, and/or focus groups.
• Develop and coordinate resources for provider engagement outreach projects conducted by Provider Relations Representative.   
• Oversee maintenance and posting of workflow, resource tools etc. to the Provider Relations intranet site.

JOB QUALIFICATIONS:

Required:

• Bachelors or master’s degree in English, Communications, or Health Care related field.
• Excellent writing, editing, proofreading, and oral communications skills.
• Experience managing and leading projects related to provider engagement and communications.
• Strong team player
• Experience in health care industry or insurance practices.
• Knowledge of e-learning and mobile learning technology. 
• Knowledge of survey and messaging software i.e. Survey Monkey, Constant Contact etc.
• Knowledge of desktop publishing, design, and web-based communications a plus

1. Proficiency in MSOffice suite, specifically PowerPoint required.  Proficiency with Learning Management Systems a plus. 

PHYSICAL DEMANDS:

• Incumbent must be able to communicate effectively. 
• Requires overall light physical effort (up to 25 lbs.) 
• Ability to travel or move about within and outside serviced facilities required. 
• Incumbent works primarily in either a private or shared office environment.
• Ability to work in a demanding environment.
• Ability to sit at a computer terminal for extended periods.
• Ability to operate a personal desktop computer.
• Flexible schedule may require working overtime or on weekends to meet deadlines.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position. 

** In accordance with Delta Dental of Massachusetts’ Compliance Plan, all employees must conduct Delta Dental of Massachusetts business and activities in accordance with applicable laws, regulations, professional standards, and ethical standards and report potential compliance or ethical issues to Delta Dental of Massachusetts’ designated Compliance Officer. ** 

Delta Dental of Massachusetts’ Affirmative Action Program affirms our commitment to make reasonable accommodations for known physical or mental limitations of otherwise qualified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business and activities. Please see Human Resources for additional information regarding this program.