Client Experience Manager

Integra Partners•Troy, MI

10d•$85,000•Remote

About The Position

Integra Partners is looking for a Client Experience Manager for our Network Department. This role is a blend of strategic implementation management, process development and refinement, and problem solving. Looking for candidates with best-in-class project management skills, strong attention to detail, and willingness to tackle new challenges associated with rapid business growth. This role will wear several hats and will be responsible for addressing the needs of the business. Strong candidates will be independent, creative problem-solvers with business acumen and experience operating in a client-facing capacity. This is a fast-paced role with a great deal of autonomy. We are looking for a self-starter who can manage complex challenges end-to-end, with limited oversight.

Requirements

Bachelor’s degree or equivalent experience.
Strong project management experience.
Strong business acumen.
Strong relationship management skills.
Strong familiarity with Excel, data analysis, and Salesforce.
Strong understanding of executive level reporting.
Ability to self-manage and operate with an entrepreneurial mindset.

Nice To Haves

DMEPOS experience preferred.
Experience with Healthcare preferred but not required.

Responsibilities

Own Provider lifecycle and onboarding experience, with heavy focus on new campaigns.
Execute on and maintain Provider “first 90-day experience.”
Review and provide feedback on existing Provider onboarding experience, develop plan to improve.
Identify Provider training and retraining needs through active monitoring and trending of data – develop and execute strategies to resolve, including creation of content and direct client engagement.
Maintain process documentation and workflows, document changes to existing processes, and document new processes as created.
Manage team responsible for member escalations needing network intervention.
Solve complex Provider onboarding challenges through strategic relationship management and creative problem solving.
Work closely with Claims, Customer Service, Order Management, and EDI teams to drive a high performing network.
Support in the creation and execution of provider satisfaction surveys, aimed at improving NPS.
Be the voice of the customer for the Provider network so that we can drive better operational processes, improve our technical products, and drive better outcomes with our Health Plans.
Identify and develop relationships with key Providers.
Create and monitor weekly trended reporting on recruitment, credentialing, training, escalations, and SCAs.
Schedule, lead, and report in weekly meeting on recruitment progress/challenges, credentialing progress/challenges, training progress and challenges.
Develop provider scorecard and actively report on trends to support management and improvement of provider performance and experience.
Serve as a point of escalation from the Client Engagement Specialists for any Provider inquiries they are unable to resolve.
Solve complex member challenges by leveraging cultivated client relationships.
Oversee Integra’s Group Purchasing Organization; lead contracting efforts on new vendors/programs and drive engagement within provider network.
Assist with member transitions.