The Provider Engagement Manager (PEM I), is an integral role at Vatica, responsible for overall practice success, including but not limited to provider satisfaction, engagement/adoption, and performance management. This role provides critical support to contracted practices in the assigned market. Passion for exceptional customer service and experience developing and maintaining relationships with C-suite, office staff and providers in primary care practices, large health systems and physician organizations is required. Through cross-functional collaboration, the PEM I is responsible for improving provider satisfaction, quality and risk adjustment performance in the Vatica Health program, thus impacting overall patient outcomes. This individual should be very comfortable and confident presenting data driven insights and metrics on a regular basis. The role of the PEM I is vital to Vatica’s continued success and growth. Please note that travel is expected for this role in your assigned territory.
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.
- Proactive identification of 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.
- 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
- 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 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.
- Up to 25% travel required.
- 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)
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 by 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 $80,000 to $100,000 (annualized USD). However, this estimate represents just one aspect of our total compensation package offered.
