Director, Provider Escalations & Education (Strategy & Operations)

Devoted Health Services, Inc; Waltham (MA); Remote; USD 182,000 - 216,000; Full time

Benefits offered by this job

Health/dental/vision

Paid time off

Stipend

Stock options

Bonus eligibility

Parental leave

401K

Job summary

Devoted Health Services, Inc seeks a strategic Director of Provider Escalations & Education to de-escalate issues with key provider partners, build scalable processes, and drive cross-functional initiatives. Reporting to the Head, you will create tooling, prepare executive briefings, and address root causes through improved operations and policies.

This role requires pace, detail, and durable systems. The ideal candidate has 10+ years of leadership in complex operations and strong systems

Qualifications

• At least 10 years of leadership in complex operational environments.
• Proven ability to deploy technology to solve business challenges.
• Experience turning strategy into execution with measurable improvements.
• Experience building AI-enabled workflows is a plus.

Responsibilities

• Own Health System Escalation function and improve response time, quality and resolution.
• Drive alignment across executive teams and cross-functional partners to achieve goals.
• Manage metrics, KPIs, scorecards and dashboards with clear accountability.
• Lead through evolution with momentum, stability and strong culture through change.
• Design, implement and own future-state escalation processes.
• Scale operations through workflow automation and self-service.

Skills

Leadership experience

Operational rigor

Strategy & roadmaps

Cross-functional influence

Metrics and dashboards

Executive communication

People leadership

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:

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
• Exceptional attention to detail and precision, with a reputation for sweating the details and getting the hardest operational last mile right
• Strong people leadership skills, with the ability to lead through managers, distributed teams, and external vendors
• Excellent communication skills, with the ability to influence senior leaders and cross-functional partners
• Clear evidence of urgency, resilience, and the ability to move quickly while maintaining high quality standards
• Demonstrated ability to raise the talent bar and serve as a pace setter for teams and peers

Desired skills and experience:

• Experience transforming operations through AI-enabled workflows

#LI-DS1 #LI-Remote

Salary Range:

$182,000-$216,000 / year The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. 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 will 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.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm.

To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

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.