Provider Account Manager

Carrum Health•,

5d•$105,000 - $125,000•Remote

About The Position

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. 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, 90% 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 Senior Director of Provider Operations and Account Management, you 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. The salary range for this role is $105,000 -$125,000 depending on geography and level of experience, plus equity and an annual bonus.

Requirements

5+ years of experience working directly with healthcare providers, ideally major hospitals, health systems, physician group practices, regional providers, and/or ambulatory surgery centers.
Masterful relationship management skills with a track record of building, nurturing, and expanding trust across all organizational levels—from front-line clinical, administrative, and finance stakeholders up to VP and C-suite leadership.
Proven multi-priority execution: Exceptional ability to juggle multiple competing workstreams, navigate complex operational matrixes, and keep high-stakes initiatives moving forward seamlessly without sacrificing quality.
Unwavering "can-do" attitude: A resilient, positive, and proactive spirit with a desire to roll up your sleeves, go above and beyond, and do whatever it takes to support our provider partners, members, and team.
Deep healthcare domain expertise: Solid understanding of elective surgeries, billing and invoicing, DRG and CPT codes, service line dynamics, and diverse provider operational/organizational models.
Knowledge of employer healthcare structures: Strong familiarity with self-funded employer health plans, direct-to-employer contracting, and bundled payment models is a major plus.
Analytical & data-driven mindset: Ability to synthesize complex healthcare data to uncover and communicate high-value, actionable insights for key partners.
Adaptable & entrepreneurial spirit: A self-starter who thrives in a fast-paced, startup environment, bringing creative problem-solving and innovative thinking to ambiguous situations.
Uncompromised integrity: Complete adherence to HIPAA compliance, data privacy, and the sensitive handling of confidential information.
Mobility: Willingness to travel ~15%.

Nice To Haves

Knowledge of employer healthcare structures: Strong familiarity with self-funded employer health plans, direct-to-employer contracting, and bundled payment models is a major plus.

Responsibilities

Drive end-to-end provider implementations: Oversee and manage the complete onboarding journey for high-value provider partners orienting systems to the Carrum model, coordinating data and technical integrations, and turning high-stakes contracts into operational realities.
Serve as a trusted daily relationship manager: Work 1:1 on a daily basis with providers’ front-line clinical, administrative, and operational teams, bringing a proactive, "can-do" problem-solving approach to ensure frictionless operations.
Orchestrate cross-functional priorities: Seamlessly navigate multiple competing internal and external workflows, partnering with Patient Care during member journeys, syncing with Finance on billing and invoicing, and collaborating with Customer Success to exceed the expectations of our enterprise employer partners.
Lead high-visibility governance and JOCs: Own and run Joint Operations Committee (JOC) meetings alongside monthly, weekly, and ad-hoc executive check-ins to maintain deep alignment and relationship health across leadership levels.
Elevate account health and performance: Partner closely with the VP of Provider Operations and Account Management as well as the Senior Director of Employer Accounts to continuously maintain, manage, and scale our flagship account ecosystem.
Swiftly resolve complex escalations: Act as the lead owner for provider, patient, or customer escalations, using sound judgment, poise under pressure, and creative problem-solving to resolve issues rapidly.
Design scalable workflows: Develop, refine, and implement best-in-class operational processes and workflow enhancements across all stages of provider management.
Support account growth and expansions: Partner with Provider Sales to unlock service line expansions within existing key provider accounts and drive platform adoption.
Apply clinical expertise with meticulous attention to detail: Use your deep healthcare understanding to solve intricate operational puzzles, serving as an authoritative resource both internally and externally.
Fuel commercial momentum: Lend operational and clinical expertise to high-value RFP responses and strategic sales initiatives to help secure future growth.