At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology – to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we’ve grown fast and now serve members across the United States. And we’ve just started. So join us on this mission!
Job Description
A bit about this role:
In Provider Service it’s our goal to ensure, within the things we control, that providers are spending more time caring for our members than they are performing administrative tasks that add little value. As a Provider Service Market Associate, you will serve as the primary Devoted contact for health systems with a goal of building a foundation of operational success between organizations. The good news is, you’ve been around the block and have a keen understanding of how a health plan works and what providers care about. This role will be a mixture of proactive and reactive focus. Some of your time will be spent helping build and monitor reports that identify possible operational issues. Some of the time will be spent working through provider escalations of unresolved issues. At the end of the day, the goal is the same. Both organizations can wholly focus on what truly matters when things are working as they should operationally–which is caring for our shared member/patient. Because of your role in the organization, you are also well-positioned to drive awareness and appreciation for the many ways in which we add operational value to our provider partners. This will lead to some great opportunities to share and create content that transparently tells that story in Joint Operating Committee meetings. At the end of the day, you run toward problems and advocate for building an operational partnership that screams collaboration.
Responsibilities will include:
- Proactively identifying operational outlier health system performance and working with internal teams and the provider to address and resolve those issues
- Reactively working to resolve operational issues escalated by the provider or other areas of the business that are negatively impacting how we work with that health system (Examples: claims issues, authorization issues, data issues, etc.)
- Taking accountability for resolving to completion issues as they arise which requires working collaboratively with all Devoted Operational areas and ensuring tasks are complete
- Managing the building and monitoring of necessary reports that allow you to support the proactive approach highlighted above
- Serving as the primary point of contact for executive escalations with a goal of de escalation and collaborative problem solving with that provider partner
- Presenting Devoted operational performance as-needed within Joint Operating Committee meetings to tell our value story with a goal of driving continued and collaborative operational improvement between organizations
- Meeting regularly with market staff to develop a keen understanding of market dynamics and establish strong relationships with those teams
Attributes to success:
- Ability to carry executive presence while also not hesitating to get down in the weeds of the day to day to solve complex problems
- You are data driven and get excited about identifying and solving challenges with data, not anecdotes or hearsay
- You enjoy research and working with teams to resolve issues including but not limited to claims, authorizations, provider data, and referrals
- You care deeply about provider experience and work to maximize their customer service outcomes
- You are approachable and have professional communication skills- both written and oral
- Confidence and proficiency with all operational workflows, processes, systems and tools used within Provider Service
- Confidence and proficiency with self-service tools that are available for providers
- Ability to act with full autonomy and take ownership and initiative in driving the business forward
- You thrive in an environment that is fast-paced, collaborative, and challenging
Desired skills and experience:
- Bachelor’s degree or equivalent experience in health care
- Previous health plan experience preferred, strong claims and billing experience is required
- Data and reporting experience (Building and Analysis) is required
- Experience resolving complex operational issues that involve multiple departments
- Experience successfully interacting and presenting content at an executive level
- Ability to work in a start-up fast-paced environment
- Very strong verbal and written communication skills
- Ability to deescalate a tense situation while also ensuring that the individual leaves the conversation feeling heard and confident that the situation will be resolved
Salary Range: $55,000 -$85,000 / year
Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. If you lack a specific credential for this position but believe that your strengths and life experiences will propel our mission, we would love to hear from you.
Our Total Rewards package includes:
- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
- Parental leave program
- 401K program
- And more….
*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
The salary and/or hourly range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member’s base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, years of relevant experience, education, credentials, budget and internal equity).
