Senior Manager, Provider Escalation, Education

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

📋 Description

• Overseeing Devoted’s Network Escalations function, which encompasses service levels, quality, provider experience, operational performance, compliance, and cost.

• Leading a team of experts dedicated to resolving network escalations.

• Managing current operations while architecting, implementing, and owning the future operational model.

• Defining and executing the strategy for modernization through AI, workflow automation, and self-service solutions.

• Creating clear visibility into units of work, productivity, quality, costs, and performance metrics.

• Engaging with providers to address escalations and provide proactive performance insights, actively working to understand their needs and challenges.

• Developing and operationalizing AI-enhanced and human-in-the-loop workflows that enhance quality, consistency, speed, and provider satisfaction.

• Managing the function through rigorous metrics, KPIs, scorecards, and performance dashboards, ensuring clear accountability for outcomes.

• Collaborating across functions with Network and other health plan operations teams to address upstream causes of provider issues and enhance the overall provider experience.

• Leading through significant changes while fostering confidence, momentum, stability, and a strong culture during transitions.

• Elevating the talent standards across the organization by setting the pace and exemplifying high standards.

⛳️ Requirements

• Minimum of 5 years of leadership experience with a track record of achieving measurable outcomes in complex operational settings.

• Exceptional operational rigor with the capability to implement technology solutions to address complex business challenges.

• Proven track record of driving end-to-end initiatives from strategy to execution that significantly enhance quality, service levels, cost, compliance, or operational efficiency.

• Demonstrated ability to manage through metrics, set ambitious goals, and guide teams toward results with clear accountability.

• Remarkable attention to detail and precision, known for focusing on the details and successfully navigating challenging operational final steps.

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

• Proven capability to utilize complex data sets to inform strategic initiatives and team development, while articulating persuasive, data-driven narratives that align with organizational vision.

• Expertise in building relationships with a diverse range of internal and external stakeholders (provider groups).

• Proficiency in conversational agility, evidenced by the ability to reframe, refocus, and steer discussions toward fruitful partnerships and desired outcomes.

• Additionally, this individual must condense complex concepts into straightforward explanations accompanied by clear and concise calls to action.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premiums.

• Generous paid time off.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions except Director and above; Commission eligibility for Sales roles.

• Parental leave program.

• 401K program.

• And more....