Provider Engagement Manager

Vatica Health; Springfield (MA); On-site; USD 90,000 - 100,000; Full time

Job summary

A healthcare services company is seeking a Provider Engagement Manager in Springfield, MA. Responsibilities include collaborating with leadership and providers to enhance satisfaction and performance metrics. The ideal candidate has three years of experience in provider account management, strong communication skills, and proficiency in Salesforce and Microsoft Suite. Travel up to 25% is expected. This role offers competitive compensation in the range of $90,000 to $100,000 per year.

Qualifications

• Minimum of three years of provider account management experience.
• Ability to engage and influence behavior at all levels.
• Proficiency in increasing provider engagement.

Responsibilities

• Collaborate with leadership and providers to maintain relationships.
• Develop strategic plans to improve provider satisfaction.
• Identify and address performance improvement opportunities.

Skills

Provider engagement

Customer service

Problem-solving

Communication skills

Attention to detail

Education

Bachelor's degree

Tools

Salesforce

Microsoft Suite

Power BI

Job description

Provider Engagement Manager (PEM I)

Responsible for overall practice success, including provider satisfaction, engagement/adoption, and performance management.

Base Pay Range

$90,000 per year - $100,000 per year

Responsibilities

• Collaborate with C‑Suite leadership, doctors, staff, and key external stakeholders to maintain and cultivate relationships.
• Develop strategic, comprehensive, provider‑specific plans to advance risk adjustment and quality performance, participation, and provider satisfaction.
• Proactively identify performance improvement opportunities through analysis and discussion with subject matter experts; influence provider behavior to achieve key performance metrics.
• Develop effective improvement plans for practices that are not meeting performance goals.
• Improve the rate of active participation among all contracted practices, at the individual provider level.
• Contribute to the achievement of 99%+ provider retention year‑over‑year.
• Follow standard protocols and leverage Job Aids, workflows, and other tools to ensure providers’ questions and concerns are addressed in a timely manner.
• Contribute to the achievement of 99%+ provider e‑signature on Vatica encounters within client specific Lock parameters.
• Leverage technology and best practices to deliver provider‑centric service.
• Receive, assess, and research all questions, concerns and complaints received from contracted practices. Work cross‑functionally to research concerns and complaints and achieve “win‑win” results for practices, clients and Vatica.
• Immediately seek assistance and guidance from leadership or other supervisory staff to resolve escalated and complex provider service issues and complaints.
• Fully document all interactions and communications with practices in Salesforce (and other tools, as appropriate).
• Drive incremental improvements in provider satisfaction scores (measured by NPS or other methods) year‑over‑year, in accordance with corporate OKRs.
• Support interdepartmental projects.

Requirements

• Minimum of three years of provider account management or liaison/engagement and a Bachelor’s degree; experience at a health system or other healthcare setting.
• Ability to actively engage and influence behavior on all levels (C‑Suite, providers, office staff).
• Demonstrated proficiency increasing provider engagement.
• Excellent customer service and problem‑solving skills.
• Excellent presentation and communication skills (verbal and written) in both remote and in‑person environments.
• Keen attention to detail; ability to follow verbal and non‑verbal cues.
• Ability to learn quickly, adapt and succeed in a fast‑paced organization.
• Strong knowledge/experience in Value‑Based Care arrangements (Preferred).
• Experience working with health systems, provider practices, provider enablers payers, ACOs and “payviders” (Preferred).
• Proficiency in Microsoft Suite including Excel and data visualization tools such as Power BI (Preferred).
• Strong knowledge/experience with Quality, Risk Adjustment and Medicare HEDIS/Stars Programs (Preferred).
• Experience working in a CRM such as Salesforce (Preferred).
• Up to 25% travel required.

Travel Commitment

Travel is expected for this role in the assigned territory.