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.

• 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.

• 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