Director of Provider Relations

• Seeks out areas where the company can increase its recognition and presence; identifies potential partnerships within the provider community, including opportunities to enhance service offerings and open new markets. Includes attendance at provider events (e.g., tabling at conferences).
• Establishes direct relationships and engages regularly with IDD, healthcare, community-based organization, and other relevant provider leadership in assigned regions through individual and group meetings, videoconferences, email, etc.; includes independent support brokers and FIs, as well as regional DDSOs and other New York State service providers.
• Encourages the development of formal collaboration agreements and between the CCOs and key regional providers.
• Recommends and assists with developing, facilitating and/or delivering provider education and trainings / promotes information sharing through webinars, forums, conferences, etc. as needed.
• Creates and facilitates opportunities to highlight IDD partner provider innovation, as well as their core programs and services through individual/group meetings, provider networking events, CCO intranets, and promotion on the CCO website, social media channels, webinars and provider e-News
• Contributes to and assists with maintaining and updating information on the Provider Page of the CCO website, and CCO social media outlets.
• Monitors social media accounts for engagement opportunities; may include monitoring of provider accounts for collaborative opportunities.
• Generates relevant and timely content for the Provider e-News.
• Contributes to, and assists with, adding and updating provider information in the Disability Services New York (DSNY) provider database and the CCO’s Customer Relationship Management (CRM) system.
• Works collaboratively with the CCO’s Marketing team to design collateral materials and messaging specific to audiences, to create and publish e-Newsletters, to publicize and support provider relations events, and to maintain/update the Provider Relations pages on the CCO websites.
• Prioritizes and adjusts strategy to fit requests from colleagues.
• Must be very familiar, and able to speak at a high level regarding the core tenets of the Care Coordination Model.
• Must be very familiar with all OPWDD IDD program and service options and models and stay current on evolving program/service requirements, ADMs, etc.
• Must be familiar with the Life Plan document, and the coordination of the Life Plan and provider Staff Action Plan.
• Must be familiar with the CCO’s Health Information Technology Systems, the electronic information sharing system that ensures consistent, timely, and comprehensive information sharing between providers and Care Managers. This includes use/promotion of the CCO’s Customer Service Centers.
• Must be familiar with all policies, procedures and standard operating procedures related to provider interactions, including those related to provider complaints.
• Diplomatically and professionally handles IDD provider calls, concerns, complaints, and grievances; works closely with the Program (or other) Department as needed to resolve; escalates to appropriate CCO leadership when indicated.
• Assists in the management of the CCO’s provider database including assessments of quality-of- service provision when available (including relevant reports for Health Home designation).
• Supports best practices for providers with the CCO’s colleagues; provides input into quality metrics and related surveys.
• Proposes marketing and communication strategies to VP of Provider Relations and other CCO Leadership on industry, individual needs, and environmental changes that affect provider relations.
• Works with staff to best capture and identify stories of strategic interest/use.
• Provides thorough, professional presentations.
• Works collaboratively with other Provider Relation Directors to coordinate and cover all provider relations activities and priorities.
• Supports and helps execute milestone ceremonies such as ground breakings, ribbon cuttings etc., event management.
• Must attend community events at which the CCO can make a positive impact in the community, occasional work will be required for special events on evenings or weekends.
• Serves as a company representative as assigned.
• Provides all required reporting in a timely manner, including timely completion of provider contact logs.
• Other duties as assigned; specific areas of focus regarding the above duties and responsibilities may vary among DPR positions depending on the needs of the regions and CCOs.
• Maintains confidentiality.
• Must possess a valid Driver’s License from New York, or a contiguous state (i.e., Connecticut, New Jersey, Pennsylvania, and Vermont) OR Must have the ability to take ample public transportation to attend meetings in person in the community and in the office as needed.

Metrics of Success include but not limited to:

• Number of meetings, events and/or contacts.
• Feedback from the provider community.

Education and Experience:

• A bachelor’s degree in the field of Health Care or Public Administration or related field is required.

• A Graduate degree (Masters, Doctorate) is preferred.

• Specialized training, license, certification, skills in: MSC, DOH and/or OPWDD programs and funding, Health Home Care Coordination.

• At least 3 years of job-related experience, specifically in business development/communications is required, more experience is preferred.

• Experience as a team/project leader preferred.

• Must be a self-starter and have ability to see a project through to completion.

• Project management skills sufficient to prioritize and manage multiple initiatives at one time.

• High-level Microsoft Office skills, Presentational tools, and social media; experience working in a CRM (Customer Relationship Management) platform preferred.

• Excellent verbal, written, listening, questioning, and interpersonal communication skills.

• Must possess strong customer service skills.

• Ability to make appropriate decisions in a dynamic and fast-paced environment with/without direct supervision.

• Absolute sense of integrity and personal commitment to serving people with IDD and their families.

• Ability to work autonomously.

• Demonstrate professionalism, respect, and ability to work in a team environment.