Devoted Health: Provider Service Guide Supervisor
221 Crescent St., #202
Waltham, MA 02453

A bit about us:

Were on a mission to change healthcare how its paid for, delivered, experienced. We want to put people center stage, not process or profit. We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being.

Thats why were gathering a whole bunch of smart, big-hearted people to create a new kind of healthcare company one that combines compassion, health insurance, clinical care, and technology seamlessly.

We want to throw the long ball with people we love for a cause we believe in. Life is short. Join us.

A bit about this role:

The Provider Service team is the voice of Devoted Health for healthcare providers. The Provider Service Specialists are the main point of support for the providers that deliver care for Devoted Health members. The team answers questions regarding services covered under our plans, authorizations and referrals, and claims and payments. They also help to educate providers on Devoted Health policies and procedures to include products, benefits claims, referral and eligibility verification processes, utilization management guidelines, and other areas where providers.

The Provider Service Supervisor will be responsible for supervising the Provider Service team and improving our service operations. You will be managing and supporting specialists to be successful in providing excellent service to providers, including: training and coaching, oversight of the call queue, and improvement of workflows and processes. You will develop a deep understanding of our benefit offerings and many of our business processes so that you can help the team answer questions and solve problems for providers. You will help build a team-oriented culture and encourage learning and continuous improvement.

You will work in an entrepreneurial environment where we are constantly looking to learn what our members need and to develop better ways to serve them. You will be asked to identify opportunities to more effectively communicate with providers and ideas for ways to make our processes and technology better.

Responsibilities will include:

  • Lead a team of 4-8 Provider Service specialists at varying skill and experience levels
  • Manage team to achieve goals on phone service levels, call quality & case resolution turnaround times
  • Provide coaching & training to assist specialists in exceeding provider expectations and building positive business relationships
  • Identify trends in issues providers face and collaborate with stakeholders in other operational areas - such as claims, finance, medical management, and others - to improve processes and technology
  • Conduct side-by-side observations, review calls for quality monitoring and regularly hold 1x1 feedback sessions to review performance metrics and qualitative feedback
  • Speak with providers who need escalated support in a professional and courteous manner in an effort to quickly reach an effective resolution
  • Handle provider calls to help cover occasional surges in call volume
  • Analyze trends based on historical data to close performance gaps ensuring established service levels are met
  • Effectively interview and recommend candidates for hire
  • Advocate for your team by identifying training, tech and/or process related needs that will improve the provider and/or employee experience
  • Create a transparent team culture where both positive and critical feedback is comfortably exchanged on a daily basis

Attributes to success:

  • A strong desire to improve the health care experience: you love to serve and make a difference
  • Strong problem-solving skills and able to adapt to change in a fast-paced environment
  • Proven ability to close performance gaps
  • The ability to adjust your coaching and teaching style to different people
  • Ability to think analytically and connect data trends to behaviors
  • Excellent communication and relationship building skills, especially in listening, trust-building, and de-escalation
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex startup environment
  • Growth orientation: you seek and incorporate feedback and you see the potential in your teammates

Desired skills and experience:

  • Health insurance or provider billing/claims experience (Medicare Advantage a plus)
  • Solid understanding of health care claims & benefits
  • Experience leading an operations team
  • Bachelors Degree or equivalent customer-facing and management work experience
  • Youre a great leader and team player with a can-do attitude; youre self- reflective

If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you!

If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoteds Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.