Job Description
This position is incentive eligible. Introduction Do you want to join an organization that invests in you as a Market Provider Engagement Manager? At Parallon, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years. Job Summary and Qualifications As the Market Provider Engagement Manager, you direct and coordinate client and customer service activities in conjunction with Operations, Strategic Account Executives, IT and other functional areas ensuring internal and external customer satisfaction primarily related to scheduling, authorization and pre-registration operational functions. You will coordinate, manage and facilitate tasks and projects as defined by internal and external clients. These objectives are achieved by performing the following duties personally or through subordinate employees. Ideal candidates will live in the Southeast area of New Hampshire. This position will require 75-80% travel. In this role, you will: Plan and implement new and current customer initiatives related to scheduling, authorization and pre-registration operational functions. Establish department policies and procedures to ensure efficient and effective ongoing client services operations and support mainly focused on enhanced scheduling, authorization and pre-registration services. Act as central point of contact and client services liaison for the Client Services department and its related activities and areas of support. Ensure effective communication occurs within Parallon and between Parallon and customers/clients. Oversee the establishment of necessary performance reporting for clients and customers. Make certain that Key Performance Indicators (KPI’s), are established, maintained and reported upon as required. Identify performance trends, risks associated with future business in the market and opportunities for expanded services. Advocate for the client. This includes coordinating scheduled communication with client contacts, maintaining and reviewing Pulse or other tools used to record client communications and contacts. Manage internal and external communications related to patient account level items and concerns. Coordinate resolution of these items in a timely manner, recording what occurred and how it was resolved. Manage difficult or emotional customer situations. Respond promptly to customer needs. Solicit customer feedback to improve service. Respond to requests for service and assistance. This may require extracting, synthesizing, and analyzing system data. Analyze and resolve escalated customer and/or technical issues/problems in a timely and effective manner. May act as an individual contributor or knowledge expert for the more complex or difficult issues/problems. Exercise judgment and act appropriately within defined regulations, client requirements, policies and procedures for properly handling issues/problems. Follow instructions, respond to management direction; Take responsibility for own actions; Keep commitments; Commit to long hours of work when necessary to reach goals; Complete tasks on time or notify appropriate person with an alternate plan. What qualifications you will need: Bachelor’s Degree in Business or related field preferred. Equivalent work experience may substitute education requirements. Minimum three years’ experience in related area with two of these years being healthcare management experience OR completion of the Parallon Manager Trainee Program. Position will require travel in local market. Frequent car/air travel (up to 70%) may be required, including ability to work some evenings or weekends. We are a family of 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Market Provider Engagement Manager opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr