Director, Provider Escalations & Education (Strategy & Operations)

devoted; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Devoted Health is seeking a strategic, influential leader to serve as Director of Provider Escalations & Education. This role leads a high-impact escalation function, drives cross-functional initiatives, and builds scalable processes to reduce escalations.

You will report to the Head of Provider Escalations & Education and collaborate with executive leadership to diagnose issues and set priorities. You will champion AI-enabled and human-in-the-loop workflows, design future-state processes, and

Qualifications

• 10+ years of leadership experience delivering measurable outcomes.
• Outstanding operational rigor with the ability to deploy technology to solve business challenges.
• Proven end-to-end initiative delivery from strategy through execution that improves quality or efficiency.
• Strong systems thinking and a product mindset, with ownership of roadmaps and KPIs.
• Ability to manage via metrics with ambitious targets and clear accountability.

Responsibilities

• Ownership of Devoted Health's Provider Escalations function, including escalation response time, quality, and time to resolution.
• Influential leadership to drive alignment across cross-functional stakeholders including executive team, Network, Claims, Payment Integrity, Clinical, Product, and Engineering.
• Managing the function through metrics, KPIs, scorecards, and performance dashboards with clear accountability for outcomes.
• Leading through evolution while creating confidence, momentum, stability, and a strong culture through change.
• Running the current operation while designing, implementing, and owning the future-state process.
• Raising the talent bar across the organization by setting pace and modeling high standards.
• Building and operationalizing AI-enabled and human-in-the-loop workflows that improve quality and speed of response resolution.
• Establishing visibility into units of work, productivity, quality, cost, workforce planning, and performance metrics.
• Defining and executing the roadmap for scaling our Health System Escalations function through workflow automation and self-service.

Skills

Leadership

Operational rigor

Systems thinking

Roadmaps & KPIs

Change management

AI-enabled workflows

Job description

Job Description

A bit about this role:

Devoted Health is seeking a strategic, influential leader with a strong operational track record to serve as Director of Provider Escalations & Education. This role is designed for an operator who can effectively de-escalate issues with our most critical provider partners, build processes that make our escalation response more scalable and effective, and drive cross-functional initiatives that prevent escalations in the first place.

Reporting directly to the Head of Provider Escalations & Education, you will work closely with cross-functional partners to build tooling that helps us diagnose escalation issues quickly and at scale, prepare executive briefings that equip leadership to decide on next steps, and charter initiatives that address the root causes of escalations through improvements to our operational processes and policies.

The best candidate will combine operational excellence, systems thinking, obsession with detail, pace-setting execution, and the ability to create confidence through change. This role is ideal for someone who organizes around metrics and outcomes, runs to hard problems, has a strong track record of achieving results, and thrives in ambiguity while building durable systems that outlast any one leader.

Your Responsibilities and Impact will include:

• Ownership of Devoted's Health System Escalation function, including escalation response time, quality, and time to resolution
• Influential Leadership: Drive alignment and change across a broad set of cross-functional stakeholders, including Devoted's executive team, Network, Claims, Payment Integrity, Clinical, Product, and Engineering teams, to achieve goals
• Managing the function through rigorous metrics, KPIs, scorecards, and performance dashboards, with clear accountability for outcomes
• Leading through significant evolution while creating confidence, momentum, stability, and strong culture through change
• Running the current operation while designing, implementing, and owning the future-state process
• Raising the talent bar across the organization by setting the pace and modeling high standards
• Building and operationalizing AI-enabled and human-in-the-loop workflows that improve quality, and speed of our response resolution
• Establishing clear visibility into units of work, productivity, quality, cost, workforce planning, and performance metrics
• Defining and executing the roadmap for scaling our Health System Escalations function through workflow automation, and self-service

Required skills and experience:

• At least 10 years of leadership experience with a track record of delivering measurable outcomes in complex operational environments
• Outstanding operational rigor with the ability to deploy technology to solve complex business challenges
• Proven experience driving end-to-end initiatives from strategy through execution that materially improve quality, service levels, cost, compliance, or operational efficiency
• Strong systems thinking and product mindset, with experience owning roadmaps, KPIs, and cross-functional execution
• Demonstrated ability to manage through metrics, establish ambitious targets, and drive teams to results with clear accountability