Provider Engagement Coordinator

Summary

Join Vatica Health as a Provider Engagement Coordinator and play an integral role in managing relationships with contracted practices. You will leverage technology and best practices to deliver exceptional customer service, resolving provider issues and improving satisfaction. Responsibilities include researching and resolving concerns, ensuring timely responses, and contributing to key performance indicators like provider e-signatures and retention. This role requires strong communication, problem-solving, and organizational skills, along with experience in provider account management and Salesforce. Vatica offers a competitive salary, bonus potential, 401k, comprehensive benefits, and opportunities for growth.

Requirements

• Minimum of two years of provider account management or customer service experience, at a health plan or other healthcare setting
• Experience working in Salesforce
• Excellent customer service and problem-solving skills
• Excellent communication skills (verbal and written)
• 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 occasional ambiguity
• Excellent organizational skills with the ability to multi-task
• Limited travel <5% required

Responsibilities

• Leverage technology, and best practices, to deliver provider-centric service that meets Vatica’s standard of “one call” issue resolution
• 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
• 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 95%+ provider e-signature on Vatica encounters within client-specific Lock parameters
• Contribute to the achievement of 99%+ provider retention year-over-year
• Immediately seek assistance and guidance from the Manager, Provider Engagement, 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 in the Vatica Provider Engagement Go-To-Market plan
• Proactive, continuous outreach to practices that are not meeting penetration goals, to provide support and guidance to achieve optimal program participation and performance
• Improve the rate of active participation among all contracted practices, at the individual provider level

Benefits

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