Position Title	Provider Services Manager
Work Location	Silver Spring, MD
FLSA Status	Exempt
Full-Time or Part-Time	Full-Time
Telecommuting	No/Occasional

POSITION SUMMARY

The Provider Services Manager (PSM) reports to the Director of Provider Services, and is a member of the Provider Services team. This team plays a pivotal role in ensuring the accessibility of high quality, affordable health care to low income and uninsured residents of Montgomery County, Maryland and surrounding areas through the Montgomery Cares (MCares) program. The Provider Services team builds and retains the provider networks, trains providers on the work flow and information technology to serve patients within the MCares program, and works with the PCC clinical support programs to develop and spread processes that result in more satisfaction of providers and patients and more efficient work flow of the PCC clinical programs.

Provider Services Managers have responsibilities for conducting process improvement activities, assisting providers in utilizing data and making meaningful use of their Electronic Health Records (EHR), being first point of contact for their assign provider network, and facilitating resolution to issues and requests. A Provider Services Manager also has subject matter expert in one or more areas pertinent to a PCC program or service. This PSM position is responsible for provider recruitment and retention within the network of primary and specialty care providers, with focus on the PCC Project Access specialty care program.

PRIMARY RESPONSIBILITIES

Network Development, Provider Relations and Retention.

• Recruit specialty care providers to a network that serves low income, uninsured individuals and assist with growth of a comprehensive provider network.
• Create network provider policies and procedures in conjunction with PCC clinical programs staff and appropriate stakeholders; ensure understanding, implementation and ongoing effective use of policies and procedures in support of excellence and timeliness in patient care.
• Conduct initial and ongoing orientations of providers and staff to PCC programs and services. Ensure knowledge of contact points, program criteria and procedures. Ensure providers are well informed about program requirements, network changes, policies and procedures and new initiatives.
• Promote provider retention through excellence in service. Act as liaison for providers and their staff. Facilitate resolution of provider requests, issues, and problems. Respond to all provider issues within measured provider satisfaction levels.
• Assist in the identification, development, and implementation of strategies relating to the development and management of a provider network. Participate in network development and strategy workgroups.
• Generate reports as requested by providers or PCC programs, or to measure network results.
• Implement and monitor growth and sustainability plans as developed by Provider Services team.

Provider and Program Effectiveness and Sustainability

• Provide end-user training and support for the Electronic Health Record/Practice Management systems and other technology platforms used by providers and PCC programs staff (eClinical Works, etc.) Develop system templates, provide system configuration support and resolve technical issues identified by providers and their end users.
• Assist providers in implementing work flow and data capture processes that result in cleaner data. Assist providers in utilizing data and making meaningful use of their EHR for patient services and revenue cycle management.
• Where appropriate, conduct process improvement activities, in conjunction with providers and/or PCC programs.
• Develop materials and training to improve work flow between providers and PC programs.

QUALIFICATIONS

• Bachelor’s Degree in Public Health, Healthcare Administration, Business Administration or related field required. Master’s degree preferred.
• Three to five plus years’ experience in provider relations, network management, pharmaceutical sales or similar with significant contact with medical practices.
• Experience developing reports and conducting professional communications through email, voice and in person contacts.

SKILLS AND ABILITIES

• Strong interpersonal skills. Ability to connect easily with people, particularly providers and their staff. At ease having responsibility for first contact with potential new providers or practices.
• Sound judgment for effective problem resolution.
• Strong professional oral and written communication skills.
• Self-motivated individual. Ability to manage time effectively and document work output.
• Demonstrated capacity to assess data for accuracy, trends, outliers or other indicators of improvement need.
• Strong computer skills in Microsoft Office, Word, Excel and Power Point.
• Ability to learn new information technology and systems, particularly Electronic Health Records systems.
• Ability to work collaboratively in a team, sharing workload and successes.

ADA REQUIREMENTS

This job operates in a professional office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets and fax machines.
· This is largely a sedentary role; however, some filing may be required.
· This would require the ability to lift files, open filing cabinets and bend or stand as necessary.
· Advanced math skills needed to calculate compensation, bonuses, benefits analysis, percentages, etc.
· Requires ability to learn new software applications as necessary.
· Must be able to lift up to 20 pounds.
· May require occasional travel.

DISCLAIMER

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required