Provider Network Operations Manager

Genworth Financial

3d • Remote

About The Position

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life. We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us! CareScout is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. The Manager of Provider Network Operations will be leading provider orientations, developing educational programs and liaising with home care and assisted living providers. This role will be overseeing addressing operational issues with internal teams, analyzing provider performance data, and improving operational policies, including contributing to strategic planning and process improvements to enhance provider engagement and network quality.

Requirements

• Bachelor’s degree in business administration, or health related degree.
• 7+ year's experience with managing provider network and provider relations.
• Operational excellence - Proven track record in managing complex operational processes and driving efficiency improvements
• Strategic thinking - Ability to develop scalable solutions and long-term vision for network growth and optimization
• Relationship management expertise - Strong interpersonal skills with experience building and maintaining professional partnerships, comfortable engaging with diverse stakeholders via phone and in-person meetings
• Clear communication skills - Excellent written and verbal communication abilities, with experience providing instructional guidance and setting clear partnership expectations
• Project management proficiency - Demonstrated ability to follow through on commitments, manage multiple priorities, and ensure timely project completion
• Account management experience - Understanding of client relationship dynamics, performance monitoring, and issue resolution processes

Nice To Haves

• Industry knowledge - Familiarity with the aging care ecosystem, including assisted living communities, in-home care agencies, or other long-term care providers
• Customer service background - Experience in complaint resolution, managing customer feedback, or working in customer-facing roles
• Healthcare or insurance industry experience - Understanding of compliance requirements, quality metrics, or regulatory environments
• Training and development experience - Background in creating educational content, facilitating webinars, or conducting professional training sessions

Responsibilities

• Lead and continuously enhance provider orientations to ensure seamless integration into network standards, while identifying opportunities to improve efficiency, engagement, and long-term provider success.
• Develop educational programming, including webinars, for CQN providers
• Interact and communicate with home care and assisted living providers for questions and guidance
• Partner with the Quality Care team and Family Experience Team to design, administer, and analyze the CQN provider survey process; translate insights into actionable improvement plans and track progress toward network goals.
• Maintain ownership of key initiatives, including provider orientations, committee "Look Backs," provider record management, reporting and documentation standards, and provider termination support.
• Serve as the strategic liaison between providers and internal teams to address operational issues such as invoicing, disputes, feedback, and performance concerns in a professional and timely manner.
• Cross functional collaboration among departments, including sales, credentialing, and provider support/services to improve provider engagement
• Analyze provider performance data, trends, and benchmarks to identify opportunities for targeted interventions and network improvements.
• Drive the development, documentation, and continuous improvement of operational policies and procedures related to provider management; identify process gaps and develop scalable solutions.
• Contribute to annual goal setting, strategic network planning, and process improvement initiatives that enhance provider experience and operational quality across the network.

Benefits

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees