Director of Provider Experience

2 weeks ago

New York, New York, United States MetroPlusHealth Full time
Empower. Unite. Care.

MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

About NYC Health + Hospitals

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

Reporting to the Vice President of Customer Experience Strategy, the Director of Provider Experience will be a trusted partner to develop key organization-wide Provider Experience strategies that balance customer and organizational impact and align with corporate goals.

Job Description
  • Develop the Provider Experience strategy in partnership with the key senior and executive leadership and ensure that these strategies are effectively communicated and executed by the organization
  • Analyze the impact and effectiveness of these strategies and identify opportunities for fine tuning and course correction where needed in partnership with Operations, Medical, Finance, and IT among others
  • Build recommendations for best-in-class experience and structure to support the provider experience needs
  • Review data and analyze the insights from our key Provider groups to determine areas of focus and improvement opportunities
  • Collaborate effectively with internal functions such as Quality Management, Risk Adjustment, Clinical Services, Sales, and others to monitor trends and develop strategic plans to improve performance
  • Demonstrate understanding of key provider types, unique needs and key experience opportunities to support these needs
  • Develop and maintain executive-level monthly reporting on all Provider Experience activity, performance, and progress to goals
  • Develop monthly executive report of provider segments performance and activity, including but not limited to progress on goals and initiatives
  • Foster a culture of accountability that emphasizes people and performance management, coaching and development and employee engagement
  • Develop insights on Provider Experience tools and partner with Operations and IT to socialize improvements
  • Develop insights on unique needs of MetroPlusHealth providers and ensure that key experience gaps are filled through short, medium, long-term solutions
Minimum Qualifications
  • Bachelor's degree required; and
  • Minimum 8-10 years of relevant healthcare industry experience in a provider network management and value-based environment; or
  • A satisfactory equivalent combination of experience, education, and training.
  • Experience in leading account management or experience strategies, financial analyses, putting together business cases, building solutions, and implementing solutions with partners
  • Solid background in healthcare and financial data analysis, with knowledge in IPAs and experience working with various customer groups, providers, and diverse demographics.
  • Experience in market research, primary and secondary research, qualitative and quantitative research, survey development and insight development highly desired.
  • Ability to develop solid long-term positive working relationships, drive effective change, lead and develop effective teams, and possess strong business acumen.
Professional Competencies
  • Excellent verbal and written communications skills with demonstrated ability to communicate, present, and influence both credibly and effectively at all levels of an organization, including executive and C-level
  • Demonstrated self-starter, strategic thinker, ability to manage complexity and ambiguity with near term operational deliverables
  • Adapt quickly to change in an ever-changing environment
  • Ability to develop solid long-term positive working relationships
  • Ability to drive effective change
  • Strong business acumen, analytical, critical thinking, and persuasion skills
  • Proven track of building and cross-functional relationships
  • Demonstrated ability to lead and develop strong, effective teams
  • Integrity and Trust
  • Customer Focus
  • Functional/Technical skills

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