Provider Retention Leader, Dental Insurance

As the Provider Retention Leader
, you will be responsible for ensuring best-in-class service and support for the dentists that provide the greatest value to Guardian’s proprietary network, resulting in important network continuity for our members. This role is vital to the Guardian network foundation of retaining high-quality providers by quickly and efficiently resolving service-related inquiries, identifying and addressing pain points, and driving continuous improvement in provider experience.

On day one this will be an individual contributor role, but over time you will hire and lead a small team of retention specialists focused on proactive outreach, issue resolution, and relationship management. Strong collaboration with internal stakeholders across Network Operations, Network Recruitment, Provider Relations, Claims and Service will ensure alignment and seamless execution.

You are

• A strategic thinker with a passion for customer experience and operational excellence in a fast-paced setting
• Experienced with managing high-volume service-oriented teams with a focus on quality and retention
• Creative and resourceful, solving complex problems with innovative solutions that drive impact
• Collaborative and skilled at building relationships across departments and with external partners
• Decisive and able to exercise sound judgment using a broad spectrum of information leveraging analytics and insights
• Curious and innovative, always seeking ways to improve processes and enhance efficiency
• A strong leader who inspires, mentors, and develops your team to achieve their full potential while fostering a culture of accountability and engagement

You will

• Lead and empower a team to resolve complex provider service inquiries, leveraging internal expertise or delivering direct solutions to ensure timely resolution
• Maintain accurate, up-to-date rosters for large provider groups, enabling efficient servicing and driving retention
• Design and execute growth and retention strategies informed by provider feedback, service trends, and network performance analytics to strengthen relationships and optimize outcomes
• Cultivate strategic partnerships with dental consultants to leverage insights and position Guardian favorably
• Collaborate with Provider Relations, Pricing, Network recruiters, DSO Reps, and Service teams to address fee schedule concerns and proactively mitigate potential terminations
• Track and analyze inquiry volumes, resolution times, and satisfaction metrics, identifying trends and implementing process improvements for enhanced service quality
• Champion the provider perspective in cross-functional initiatives, advocating for system and process enhancements that improve overall experience
• Coach, mentor, and develop team members, fostering consistent service standards and supporting professional growth
• Contribute to strategic projects and ad hoc initiatives, aligning efforts with broader network strategy and organizational goals

You have

• Bachelor’s degree or equivalent work experience required
• 5+ years of experience in dental insurance, provider relations, or network operations
• Proven leadership experience in service or retention-focused roles
• Strong analytical skills and comfort working with data to inform decisions.
• Excellent communication and negotiation skills
• Experience with Salesforce, MS Office Suite, and provider management systems preferred

Location

This is a hybrid position requiring 3 days a week in a Guardian office. Remote consideration will be given to qualified candidates.

Salary Range:

$86,210.00 - $

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

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