Provider Engagement Manager (Connecticut Market)

The Provider Engagement Manager is an integral role at Vatica as it is responsible for practice success including performance management and engagement. This role provides ongoing relationship management and critical support to contracted practices in the assigned market. The person in this role will coordinate and provide ongoing strategic recommendations, training, and coaching to provider groups on program implementation and barrier resolution. Passion for exceptional customer service and experience developing, and maintaining, relationships with office staff and providers in primary care practices, are required. Through cross-functional collaboration, the Provider Engagement Manager is responsible for improving provider satisfaction and performance in the Vatica Health program, thus improving overall patient outcomes. This role is vital to Vatica’s continued success and growth. Please note travel is expected for this role in your assigned territory. 

Responsibilities

• Collaborate with C-Suite leadership, doctors, facility staff and key external stakeholders to build relationships. Develop strategic, comprehensive, provider-specific plans to increase program performance and provider satisfaction. 

• Proactive identification of performance improvement opportunities through analysis and discussion with subject matter experts; and influence provider behavior to achieve needed results. 

• Develop and execute strategic plans to expand the Vatica program to all contracted providers 

• 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 

• Contributes to, and executes, all responsibilities assigned to this role 

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, i.e. C-Suite, providers, office staff 

• 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 details; ability to follow verbal and non-verbal cues. 

• Ability to learn quickly, adapt and succeed in a fast-paced organization. 

• Ability to demonstrate a high degree of sound judgment and resiliency. 

• Ability to work independently in a remote environment. 

• Comfortable with ambiguity and pivoting to support changing market needs. 

• Excellent organizational skills with the ability to multi-task 

• Approximately 25% travel required. 

• Five or more years of progressive experience in a provider account management or liaison/engagement role, at a health system or other healthcare setting (Preferred) 

• Strong knowledge/experience in Value Based Care arrangements (Preferred) 

• Strong knowledge/experience in Risk Adjustment and Medicare HEDIS/Stars Programs (Preferred) 

• Experience working in Salesforce (Preferred) 

• Demonstrated proficiency increasing provider engagement (Preferred) 

Competencies: 

Action Oriented 

• Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.  

• Identifies and seizes new opportunities. 

Collaborates 

• Identifies and builds partnerships to meet shared goals.  

• Readily partners with others to meet objectives and shares credit for contributions.  

• Demonstrates cooperation that earns support of others. 

Communicates Effectively 

• Exchanging ideas, knowledge, and data so that the message is received and understood with clarity and purpose.  

• Leverages emotional intelligence to adapt to the emotions and intentions of others 

Situational Adaptability & Flexibility 

• Adapts approach in real time to respond to different situations.  

• Thinks quickly and readily adapts behavior in the moment.  

• High level of versatility. 

Customer Focus 

• Builds strong internal and external customer relationships and prioritizes customer-centric solutions.  

• Identifies opportunities to serve customers and stakeholders more effectively. 

Instills Trust, Demonstrates Self-awareness & Interpersonal Savvy 

• Builds trust buy following through on commitments and leading with integrity and authenticity.  

• Leverages self-awareness to seek feedback from others and reacts positively to constructive criticism.  

• Understands and responds to the emotions and behaviors of others.  

• Leverages emotional intelligence to influence positive results. 

Benefits

WORKING AT VATICA HEALTH ADVANTAGES

Prosperity

• Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
• Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
• 401k plans– we want to empower you to prepare for your future
• Room for growth and advancement- we love our employees and want to develop within

Good Health

• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance, short-term, and long-term disability

Happiness

• Excellent PTO policy (everyone deserves a vacation now and then)
• Great work-life balance environment- We believe family comes first!
• Strong supportive teams- There is always a helping hand when you need it

The salary for a position is typically determined by multiple factors such as the individual's qualifications, experience, skills, and location. The projected compensation range for the position may vary based on these factors and could range from $95,000 to $110,000 (annualized USD). However, this estimate represents just one aspect of our total compensation package offered.