Provider Account Manager

Carrum Health•,

20h•Remote

About The Position

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study [https://www.carrumhealth.com/rand-corp-study-bundled-payments-save/] and featured as a Harvard Business School (HBS) case study [https://www.hbs.edu/faculty/Pages/item.aspx?num=51867]. Reporting to the VP of Provider Operations and Account Management, Carrum is adding a Provider Account Manager who will be directly responsible for interfacing with our Center of Excellence providers and the implementation process for bringing new providers onto the Carrum platform. Your ability to manage a smooth implementation process from contract signature to “go live” for Carrum members is key to the ongoing success of our provider partnerships. You will play a key role in supporting the Senior Director of Provider Operations and Account Management in ongoing account management operations after implementation by leveraging your cross-functional relationships with both external and internal teams. You’ll be responsible for managing all aspects of provider operations, including developing KPIs, tracking and reporting outcomes for individual providers, troubleshooting and escalation management, and ongoing relationship management at more senior levels of our provider partners. Your experience and success at other healthcare startups, provider organizations, consultancies, or strategic research firms has given you a deep understanding of how to make provider relationships successful and you’re looking to apply your detail-oriented and organized professional skill set to a new challenge in a high-energy environment with growth potential. This is a full time position, the salary range for this role is $105,000 - $125,000 plus bonus, depending on level of experience and geographic location.

Requirements

5+ years of experience in roles that work with providers, ideally major hospitals and health systems, but also physician group practices, regional health care providers, and/or ambulatory surgery centers
Familiarity with a variety of health care topics, including elective surgeries, billing and invoicing, DRG and CPT codes, clinical insight into different service lines, and the different operational and organizational models of health care providers
Excellent professionalism and experience in interacting with all levels of a healthcare provider, from front-line clinical, administrative, and finance stakeholders through to more senior (VP and beyond) stakeholders; outstanding verbal and written communication skills are a must
Detail-oriented, meticulous, and highly organized professional skill set
Ability to manage multiple competing priorities at the same time and keep many balls in the air without sacrificing performance
A positive attitude and spirit of generosity to go above and beyond for our provider partners our members, our customers, and your internal colleagues
Ability to appropriately handle confidential information and adhere to HIPAA requirements
Passion for health care and the desire to make a real impact in the industry
Proven track record in career growth and leadership opportunities
Data-driven and analytical skills: able to effectively analyze and communicate data to drive high-value, actionable insights
An entrepreneurial spirit, creative problem solving, and innovative thinking
A natural self-starter who is comfortable working independently
A desire to work in a start-up environment and an “all hands on deck” attitude to contribute to our success
Ability to travel ~15%

Nice To Haves

Knowledge of self-funded employer health plans, direct-to-employer contracting, and bundled payments a major plus

Responsibilities

Oversee and manage the entire implementation process for onboarding new providers to the Carrum platform, including orienting providers to the Carrum model, tracking and collecting necessary information for internal teams, building functionality with providers to interface with Carrum, and developing the provider relationship beyond contract signature into operational reality
Work 1:1 with our providers’ front-line clinical, administrative, and operational teams on a daily basis to independently solve problems, respond to their needs, and ensure smooth ongoing operations
Collaborate with internal Carrum teams, including working closely with the patient care team as members receive services at providers, managing billing and invoicing with the finance team, and coordinating with the customer success team to address the needs of our self-insured employer customers as they relate to our provider partners
Develop and implement workflows and process enhancements for all aspects of provider implementation and operations
Support service line expansions in partnership with our provider sales team.
Contribute in significant ways to the ongoing maintenance, management, and enhancement of provider accounts alongside the Senior Director of Provider Operations and Account Management
Assess and resolve any escalations from our provider partners and assist in problem solving for any escalations involving patients or customers
Support sales activities through RFP responses
Apply clinical knowledge and detail-oriented mindset to solve problems and be a trusted internal and external resource
Lead joint operations committee (JOC) meetings with providers alongside monthly, weekly, and ad-hoc check ins