The Provider Engagement Manager (PEM I), is an integral role at Vatica, responsible for overall practice success, including but not limited to provider satisfaction, engagement/adoption, and performance management. This role provides critical support to contracted practices in the assigned market. Passion for exceptional customer service and experience developing and maintaining relationships with C-suite, office staff and providers in primary care practices, large health systems and physician organizations is required. Through cross-functional collaboration, the PEM I is responsible for improving provider satisfaction, quality and risk adjustment performance in the Vatica Health program, thus impacting overall patient outcomes. This individual should be very comfortable and confident presenting data driven insights and metrics on a regular basis. The role of the PEM I is vital to Vatica's continued success and growth. Please note that travel is expected for this role in your assigned territory.

Responsibilities

Collaborate with C-Suite leadership, doctors, staff and key external stakeholders to maintain and cultivate relationships.
Develop strategic, comprehensive, provider-specific plans to advance risk adjustment and quality performance, participation and provider satisfaction
Proactive identification of performance improvement opportunities through analysis and discussion with subject matter experts; influence provider behavior to achieve key performance metrics
Develop effective improvement plans for practices that are not meeting performance goals
Improve the rate of active participation among all contracted practices, at the individual provider level
Contribute to the achievement of 99%+ provider retention year-over-year
Follow standard protocols and leverage Job Aids, workflows, and other tools to ensure providers' questions and concerns are addressed in a timely manner
Contribute to the achievement of 99%+ provider e-signature on Vatica encounters within client specific Lock parameters
Leverage technology, and best practices, to deliver provider-centric service
Receive, assess, and research all questions, concerns and complaints received from contracted practices. Work cross functionally to research concerns and complaints and achieve "win-win" results for practices, clients and Vatica
Immediately seek assistance and guidance from leadership, or other supervisory staff, to resolve escalated and complex provider service issues and complaints
Fully document all interactions, and communications, with practices in Salesforce (and other tools, as appropriate)
Drive incremental improvements in provider satisfaction scores (measured by NPS or other methods) year-over-year, in accordance with corporate OKRs
Support interdepartmental projects
Contributes to, and executes, all responsibilities assigned to this role.

Requirements

Minimum of three years of provider account management or liaison/engagement and a Bachelor's degree; experience at a health system or other healthcare setting
Ability to actively engage and influence behavior on all levels, i.e. C-Suite, providers, office staff
Demonstrated proficiency increasing provider engagement
Excellent customer service and problem-solving skills
Excellent presentation and communication skills (verbal and written) in both remote and in-person environments
Keen attention to details; ability to follow verbal and non-verbal cues
Ability to learn quickly, adapt and succeed in a fast-paced organization
Ability to demonstrate a high degree of sound judgment and resiliency
Ability to work independently in a remote environment
Comfortable with ambiguity and pivoting to support changing market needs
Excellent organizational skills with the ability to multi-task
Up to 25% travel required
Strong knowledge/experience in Value Based Care arrangements (Preferred)
Experience working with health systems, provider practices, provider enablers payers, ACOs and "payviders" (Preferred)
Proficiency in Microsoft Suite including Excel and data visualization tools such as Power BI (Preferred)
Strong knowledge/experience with Quality, Risk Adjustment and Medicare HEDIS/Stars Programs (Preferred)
Experience working in a CRM such as Salesforce (Preferred)

Competencies:

Action Oriented

Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Identifies and seizes new opportunities.

Collaborates

Identifies and builds partnerships to meet shared goals.
Readily partners with others to meet objectives and shares credit for contributions.
Demonstrates cooperation that earns support of others.

Communicates Effectively

Exchanging ideas, knowledge, and data so that the message is received and understood with clarity and purpose.
Leverages emotional intelligence to adapt to the emotions and intentions of others

Situational Adaptability & Flexibility

Adapts approach in real time to respond to different situations.
Thinks quickly and readily adapts behavior in the moment.
High level of versatility.

Customer Focus

Builds strong internal and external customer relationships and prioritizes customer-centric solutions.
Identifies opportunities to serve customers and stakeholders more effectively.

Instills Trust, Demonstrates Self-awareness & Interpersonal Savvy

Builds trust by following through on commitments and leading with integrity and authenticity.
Leverages self-awareness to seek feedback from others and reacts positively to constructive criticism.
Understands and responds to the emotions and behaviors of others.
Leverages emotional intelligence to influence positive results.

Benefits

WORKING AT VATICA HEALTH ADVANTAGES

Prosperity

Competitive salary based on your experience and skills - we believe the top talent deserves the top dollar
Bonus Potential (based on role and is discretionary) - if you go above and beyond, you should be rewarded
401k plans- we want to empower you to prepare for your future
Room for growth and advancement- we love our employees and want to develop within

Good Health

Comprehensive Medical, Dental, and Vision insurance plans
Tax-free Dependent Care Account
Life insurance, short-term, and long-term disability

Happiness

Excellent PTO policy (everyone deserves a vacation now and then)
Great work-life balance environment- We believe family comes first!
Strong supportive teams- There is always a helping hand when you need it

The salary for a position is typically determined by multiple factors such as the individual's qualifications, experience, skills, and location. The projected compensation range for the position may vary based on these factors and could range from $90,000 to $100,000 (annualized USD). However, this estimate represents just one aspect of our total compensation package offered.

Vatica Health

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