Manager, Provider Service

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States.  And we've just started. So join us on this mission!

Job Description

A bit about this role

At Devoted, we see significant value in cultivating strong partnerships with our providers.  It’s critical that we trust them and they trust us as a preferred partner.  One of the most important ways we build that mutual trust is by creating the tools and processes that allow providers to focus less on administrative work and more on caring deeply for our members.  Our Provider Service Team is the hub of this relationship and a pulse-check on how we’re delivering on our mission.  Devoted is committed to building a team of people, effective processes and proprietary technology that delivers industry leading provider experience and satisfaction.  The Provider Service Program Manager will be responsible for diving deep into team and cross functional work streams.  You will have the opportunity to continue development of existing programs and tools, as well as identify and deploy programs and tools that bring more value to Devoted and our providers.  This role is a combination of managing day to day processes, project management, and strategic focus building and improving the overall operations in our Provider Service team.

Your Responsibilities and Impact will include:

• A focus on Provider Experience to ensure we continue to deliver on our mission in a way that’s scalable and sustainable

• Lead a team of onshore Provider Satisfaction Specialists (Direct Reports) as well as provide daily direction, leadership and oversight to an off-shore vendor

• Own the inbound and outbound Provider Call Center experiences including Annual Enrollment Period (AEP), 1/1 Readiness each January, and daily provider calls inquiring about benefits, eligibility, authorizations, and claims processing. Monitor results daily.

• Partner with stakeholders across the organization including but not limited to:  Clinical, Network, Claims, Member Operations, Provider Data and Utilization Management to drive strategic priorities and initiatives.

• Relentlessly pursue opportunities to provide a better provider experience. Anticipate issues before they become issues and be willing to try new processes while constantly innovating

• Provide input and improvements to external facing Provider Manual to communicate Devoted’s policies

• Develop expertise in all areas of Devoted Health’s Provider Service team

• Work ad hoc projects and perform other duties as assigned

Required skills and experience:

• Previous Health Plan experience

• Experience with Provider Services and Call Centers

• People leadership – must have led direct reports in the past

• Medicare Advantage knowledge and experience

• Experience managing, training, and monitoring offshore vendors/teams

• Strong ability to estimate (forecast), plan and execute large scale, time sensitive initiatives in a highly matrixed environment

• Self-starting and willing to raise your hand – be curious and make suggestions

• Strong communicator who can work with cross-functional stakeholders and drive alignment

Desired skills and experience: 

• Five (5) or more years of Program/Project Management experience required, with a focus on the healthcare industry preferred

• Claims knowledge (revenue cycle, processing, etc.)

• Experience in training (especially offshore teams)

• You are passionate about process improvement and efficiency, and have an ability to predict and prevent roadblocks

Salary Range: $75,805 - $94,569 / year

#LI-Remote

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family.  We are committed to a diverse and vibrant workforce. 

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.