Account Manager, Provider Operations

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you.

In 2014 Carrum reinvented the Center of Excellence (CoE) category in digital health. We are the only company in this space with a digital platform and mobile app powering this novel marketplace. Today, most of the US population lives within a 3 hour driving distance of a Carrum CoE and our providers rank in the top 10% nationally. Our team's execution has been recognized by the venture community and we've raised more than $50M in aggregate from investors like Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study.

Reporting to the Senior Director of Provider Operations and Account Management, you will be directly responsible for interfacing with our Center of Excellence providers and the implementation process for bringing new providers onto the Carrum platform. Your ability to manage a smooth implementation process from contract signature to "go live" for Carrum members is key to the ongoing success of our provider partnerships.

You will play a key role in supporting the Senior Director of Provider Operations and Account Management in ongoing account management operations after implementation by leveraging your cross-functional relationships with both external and internal teams. You'll be responsible for managing all aspects of provider operations, including developing KPIs, tracking and reporting outcomes for individual providers, troubleshooting and escalation management, and ongoing relationship management at more senior levels of our provider partners.

Your experience and success at other healthcare startups, provider organizations, consultancies, or strategic research firms has given you a deep understanding of how to make provider relationships successful and you're looking to apply your detail-oriented and organized professional skill set to a new challenge in a high-energy environment with growth potential.

This is a full time position, the salary range for this role is $105,000 - $125,000 plus bonus, depending on level of experience and geographic location.

You're excited about this opportunity because you will...

• Oversee and manage the entire implementation process for onboarding new providers to the Carrum platform, including orienting providers to the Carrum model, tracking and collecting necessary information for internal teams, building functionality with providers to interface with Carrum, and developing the provider relationship beyond contract signature into operational reality
• Work 1:1 with our providers' front-line clinical, administrative, and operational teams on a daily basis to independently solve problems, respond to their needs, and ensure smooth ongoing operations
• Collaborate with internal Carrum teams, including working closely with the patient care team as members receive services at providers, managing billing and invoicing with the finance team, and coordinating with the customer success team to address the needs of our self-insured employer customers as they relate to our provider partners
• Develop and implement workflows and process enhancements for all aspects of provider implementation and operations
• Support service line expansions in partnership with our provider sales team.
• Contribute in significant ways to the ongoing maintenance, management, and enhancement of provider accounts alongside the Senior Director of Provider Operations and Account Management
• Assess and resolve any escalations from our provider partners and assist in problem solving for any escalations involving patients or customers
• Support sales activities through RFP responses
• Apply clinical knowledge and detail-oriented mindset to solve problems and be a trusted internal and external resource
• Lead joint operations committee (JOC) meetings with providers alongside monthly, weekly, and ad-hoc check ins

We're excited about you because…

You're detail-oriented, highly organized, and have an unrelenting commitment to excellence in all aspects of your professional performance. You are passionate about value-based care and changing health care and want to apply your skills in a new environment to help us grow and scale at a key inflection point of our growth. You have impeccable professionalism and a deep understanding of health care and how to work with providers successfully over a significant length of time. We also hope to see from you:

• 5 years of experience in roles that work with providers, ideally major hospitals and health systems, but also physician group practices, regional health care providers, and/or ambulatory surgery centers
• Familiarity with a variety of health care topics, including elective surgeries, billing and invoicing, DRG and CPT codes, clinical insight into different service lines, and the different operational and organizational models of health care providers
• Knowledge of self-funded employer health plans, direct-to-employer contracting, and bundled payments a major plus
• Excellent professionalism and experience in interacting with all levels of a healthcare provider, from front-line clinical, administrative, and finance stakeholders through to more senior (VP and beyond) stakeholders; outstanding verbal and written communication skills are a must
• Detail-oriented, meticulous, and highly organized professional skill set
• Ability to manage multiple competing priorities at the same time and keep many balls in the air without sacrificing performance
• A positive attitude and spirit of generosity to go above and beyond for our provider partners our members, our customers, and your internal colleagues
• Ability to appropriately handle confidential information and adhere to HIPAA requirements
• Passion for health care and the desire to make a real impact in the industry
• Proven track record in career growth and leadership opportunities
• Data-driven and analytical skills: able to effectively analyze and communicate data to drive high-value, actionable insights
• An entrepreneurial spirit, creative problem solving, and innovative thinking
• A natural self-starter who is comfortable working independently
• A desire to work in a start-up environment and an "all hands on deck" attitude to contribute to our success
• Ability to travel ~15%