Director, Provider Escalations – Education, Strategy & Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Devoted’s Health System Escalation function, focusing on escalation response times, quality, and resolution timelines.

• Foster alignment and drive change among executive and cross-functional stakeholders in Network, Claims, Payment Integrity, Clinical, Product, and Engineering.

• Manage the function using stringent metrics, KPIs, scorecards, and performance dashboards.

• Lead through significant changes, instilling confidence, momentum, stability, and a robust culture during transitions.

• Operate the current function while designing, implementing, and taking ownership of the future-state process.

• Elevate the talent standard across the organization by setting an example and modeling high expectations.

• Develop and implement AI-enhanced and human-in-the-loop workflows to enhance response quality and efficiency.

• Create transparency into work units, productivity, quality, costs, workforce planning, and performance metrics.

• Define and implement the roadmap for scaling Health System Escalations through workflow automation and self-service options.

• Prepare executive briefings and develop tools to swiftly diagnose escalation issues at scale.

• Initiate cross-functional projects addressing the root causes of escalations through improvements in operational processes and policies.

⛳️ Requirements

• Minimum of 10 years of leadership experience with a proven record of delivering measurable results in complex operational settings.

• Exceptional operational rigor with the capability to utilize technology to address intricate business challenges.

• Demonstrated experience leading end-to-end initiatives from strategy to execution that significantly enhance quality, service levels, costs, compliance, or operational efficiency.

• Strong systems thinking and product-oriented mindset, with experience managing roadmaps, KPIs, and cross-functional execution.

• Proven ability to manage through metrics, set ambitious objectives, and drive teams towards results with clear accountability.

• Exceptional attention to detail and accuracy.

• Strong leadership skills, capable of guiding managers, distributed teams, and external vendors.

• Excellent communication abilities, capable of influencing senior leadership and cross-functional partners.

• Clear demonstration of urgency, resilience, and the capacity to act swiftly while upholding high-quality standards.

• Proven ability to elevate the talent standard and serve as a benchmark for teams and peers.

• Preferred: Experience in transforming operations via AI-enabled workflows.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plan with low or no premium costs.

• Generous paid time off policy.

• Monthly stipend of $100 for mobile or internet services.

• Stock options available for all employees.

• Parental leave program.

• 401K retirement plan.

• Comprehensive total rewards package for full-time employees.