Provider Escalation and Education Manager

Devoted Health; Brasil; Teletrabalho; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A healthcare solutions provider in Brazil is seeking a Operations Manager to lead a new team focused on managing provider escalations. The role involves driving operational excellence and building strong relationships while utilizing data to inform strategies. Ideal candidates will possess strong analytical skills, effective communication capabilities, and experience in a fast-paced environment.

Qualificações

• Proven ability to leverage complex data sets for strategic initiatives.
• Expert at building relationships and enhancing trust.
• Strong writing ability to craft clear and persuasive communications.

Responsabilidades

• Lead efforts to centralize the intake of provider issues.
• Manage issue resolution ensuring timely responses.
• Support initiatives for program improvements across the organization.

Conhecimentos

Strategic analytical skills

Relationship building

Communication skills

Organization skills

Writing skills

Ferramentas

Data Analytics Platforms

Descrição da oferta de emprego

The Provider Escalation & Education (Prov Esc/Edu) team is dedicated to maintaining strong operational relationships with our Critical Provider Organizations (CPOs) while focused on building partnerships that reduce frustration through efficient issue management and proactive solutions.

In this role, the manager will play a key part in building a new team dedicated to managing group escalations and centralizing issue intake. The initial focus will be to develop a centralized issue intake to effectively triage and resolve provider issues.

The manager will drive upstream operational initiatives by identifying key pain points and collaborating with cross-functional teams. This collaboration will help to implement innovative program solutions designed to mitigate future escalations and enhance overall operational performance.

Responsibilities and Impact

• Lead the Charge in Issue Centralization: Spearhead efforts to build a new process to centralize the centralization of provider issue intake, to improve efficiency across the organization.
• Drive Issue Resolution Excellence: Manage issue resolution, ensuring timely and effective responses to provider concerns while enhancing satisfaction and trust.
• Support Upstream Innovations: support cross-functional program initiatives to improve program improvements across the organization.
• Build Insight-Driven Tooling: Develop and implement tools to accelerate and scale our ability to deliver actionable insights, enhancing data visibility and empowering our ability to make informed decisions.
• Be a Change Maker: This is an opportunity to make a real impact, ensuring our provider partners feel valued and respected while reinforcing our mission to minimize frustration and strengthen relationships.

Required Skills and Experience

• Strategic analytical horsepower: Proven ability to leverage complex data sets to inform strategic initiatives and team development, while articulating compelling, data-driven narratives that drive organizational vision and ensure alignment.
• Operations minded: define an endpoint and formulate & execute against a plan for getting there, with quantifiable mile markers along the way.
• Relationship builder: expert at building relationships.
• Communication skills: conversational agility expertise demonstrated by the ability to reframe, refocus, and redirect conversations to realize accretive partnerships and desired outcomes.
• Organization skills: super organized with an eye for detail and the ability to understand and document what matters.
• Writing Skills: Strong writing ability to craft thoughtful, clear, and persuasive communications to providers, ensuring messages are data-driven and tailored to meet specific needs and contexts.

Desired Skills and Experience

• Proven ability to thrive in a fast-paced startup environment.
• Capacity for high throughput, while working both autonomously and collaboratively with others.
• Experience with leveraging analytics and critical thinking to digest complex quantitative information, produce rigorous insights, design & implement operational models based on those insights, & develop appropriate analytics to measure success.
• You build strong cross-functional relationships, prioritizing collaborative and empathetic communication.
• Track record of success becoming an expert with a tool or system that was unfamiliar to you.
• Experience with Data, Analytics, & Business Intelligence Platforms, such as Snowflake or Looker, preferred.
• Experience using Large Language Models to optimize business processes, preferred.
• Proven success developing and operationalizing KPIs, preferred.

Devoted Health 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.