Manager-Provider Engagement - Field

Summary of Job

Lead and oversee the Provider Relations Field Team, ensuring the team delivers a consistent provider experience across assigned markets and territories. Provide day-to-day leadership, coaching and direction to field representatives, with a focus on accountability, follow-through, provider engagement and timely issue resolution. Drive the field engagement strategy in support of provider experience, retention, growth, quality and broader Provider Network priorities. Serve as a key escalation point for complex provider issues and partner across Network, Operations, Claims, Customer Service, Quality, Sales and other teams to move issues forward and identify broader opportunities for improvement. Deliver executive reports and dashboards on Field Team activity and leverage provider feedback and available data to identify trends, determine where the team should focus and provide leadership with visibility into what is happening in the market. Build and maintain strong relationships with executives at key provider organizations to strengthen provider experience and support growth, quality and organizational performance goals; represent the Field Provider Relations team in cross-functional initiatives.

Responsibilities

• Lead, coach and develop Provider Relations Field Representatives, setting clear expectations and providing ongoing feedback and support.
• Set team priorities and ensure field activity is aligned to provider needs and organizational priorities across assigned territories.
• Monitor team activity, productivity and outcomes; address performance or follow-through gaps and course correct as needed to ensure team and departmental goals are met.
• Conduct regular team meetings, one-on-one coaching and field ride-alongs to support development and maintain consistency across the team.
• Continuously assess the effectiveness of the field engagement model and recommend enhancements or adjustments to improve team performance, provider engagement and overall outcomes.
• Support onboarding and training of new team members and identify opportunities to strengthen team capabilities.
• Oversee the team's approach to provider engagement and ensure consistent relationship management across priority providers and markets, including adherence to established playbook standards and best practices.
• Guide field representatives in building strong relationships with physicians, practice administrators and provider leadership.
• Coach and support field representatives in navigating complex or challenging provider relationships, including developing strategies to address barriers, rebuild engagement and strengthen the overall provider relationship.
• Ensure providers receive the appropriate education and support related to programs, policies, operational processes, quality initiatives and provider-facing tools; support the development of additional provider-facing tools as needed.
• Identify opportunities to improve provider satisfaction, strengthen relationships and support retention and growth.
• Maintain direct relationships with key or high-priority provider organizations when leadership involvement is needed.
• Serve as an escalation point for complex or high-priority provider issues that require additional coordination or leadership support.
• Partner with Claims, Operations, Customer Service, Quality, Contracting, Sales and other internal teams to move provider issues toward resolution.
• Identify recurring themes or systemic issues coming from the field and work with the appropriate teams to address root causes.
• Ensure provider issues are documented, tracked and followed through to resolution in accordance with defined service level agreements (SLAs), with clear communication back to providers and internal stakeholders.
• Monitor and report on issue resolution performance and escalate barriers that may impact established SLAs or provider experience.
• Develop and deliver executive reports and dashboards on Field Team activity, provider engagement trends, performance and outcomes.
• Leverage provider feedback and available data to identify trends, opportunities and areas that require leadership attention.
• Provide regular updates to leadership on field activity, provider concerns, emerging themes and progress against established team and departmental goals.
• Support initiatives tied to provider growth, quality, operational efficiency, network development and overall provider experience.
• Use field insights and performance results to recommend changes to workflows, priorities and the field engagement model.
• Support broader Provider Network priorities, including provider retention, network development, market expansion and strategic provider initiatives.
• Represent the Field Provider Relations function in cross-functional meetings, workgroups and organizational initiatives as needed.
• Support implementation and communication of new programs, products, policies and provider-facing initiatives.
• Ensure field activities align with contractual, regulatory and organizational requirements.
• Support special projects and strategic initiatives as assigned.