Provider Engagement Coordinator

The Provider Engagement Coordinator has an integral role at Vatica as it provides ongoing relationship management and critical support to contracted practices in all markets. This role is vital to Vatica’s continued success and growth. A passion for exceptional customer service and experience developing, and maintaining, relationships with office staff and providers in primary care practices, are required. Through cross-functional collaboration, the Provider Engagement Coordinator is responsible for improving provider satisfaction and performance in the Vatica Health program.  

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.  

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.  

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. 

Nimble Learning 

• Active approach to learning using both successes and failures as opportunities.

• Seeks knowledge and resources, takes on new challenges, and experiments with new solutions. 

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. 

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 $60,000 to $65,000 (annualized USD). However, this estimate represents just one aspect of our total compensation package offered.

Are you up to the challenge? What are you waiting for? Apply today!