Client Experience Manager

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.

JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES

The Client Experience Manager’s responsibilities include but are not limited to:

• 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.

What will you learn in the first 6 months?

• Landscape of the DMEPOS space and industry dynamics.
• Integra Partners value proposition to all parties.
• Navigation of proprietary network and claims management systems
• Provider contracting operational and workflow process and procedures.
• Network adequacy regulations and requirements.
• Internal cross-department collaboration with the goal of driving the Integra mission as one team.

What will you achieve in the first 12 months?

• Propose a plan to improve initial provider onboarding (first 90 days).
• Identify trends in onboarding escalations, and present plan to improve (first 120 days).
• Refine and develop training opportunities for network Providers to drive better outcomes.
• Building strategic relationships with network providers.
• Lead several provider outreach campaigns aimed at improving initial onboarding experience.
• Take over reporting and dashboard maintenance for recruitment, credentialing, and training.
• Serve as final escalation point for Network escalations and Single Case Agreements (SCAs).
• Facilitate and oversee EDI enrollment for new and existing provider organizations.

EDUCATION: Bachelor’s degree or equivalent experience.

EXPERIENCE:

• Strong project management experience.
• DMEPOS experience preferred.
• 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.
• Experience with Healthcare preferred but not required.

Salary: 85,000.00/Annually

Benefits Offered

• Competitive compensation and annual bonus program
• 401(k) retirement program with company match
• Company-paid life insurance
• Company-paid short term disability coverage (location restrictions may apply)
• Medical, Vision, and Dental benefits
• Paid Time Off (PTO)
• Paid Parental Leave
• Sick Time
• Paid company holidays and floating holidays
• Quarterly company-sponsored events
• Health and wellness programs
• Career development opportunities

Remote Opportunities

We are actively seeking new colleagues in: Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Massachusetts, Michigan, North Carolina, New Jersey, New York, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Vermont, and Washington.

Our Story

Founded in 2005, Integra Partners is a leading national durable medical equipment, prosthetic, and orthotic supplies (DMEPOS) network administrator. Our mission is to improve the quality of life for the communities we serve by reimagining access to in-home healthcare. We connect Payers, Providers, and Members through innovative technology and streamlined workflows affording Members access to top local Providers and culturally competent care. By focusing on transparency, accountability, and adaptability, we help deliver better health outcomes and more efficient management of complex healthcare benefits. Integra Partners is a wholly owned subsidiary of Point32Health.

With a location in Michigan plus a remote workforce across the United States, Integra has a culture focused on collaboration, teamwork, and our values: One Team, Drive Results, Push the Boundaries, Value Others, and Build Community. We’re looking for energetic, talented, and dedicated individuals to join our team. See what opportunities we have available; there may be a role for you to engage in a challenging yet rewarding career in healthcare. We look forward to learning more about you.

Integra Partners is an equal opportunity employer. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives.