Provider Network Advocate, Senior

Purpose:

Are you passionate about building strong provider partnerships and solving complex challenges that improve the healthcare experience? As a Provider Network Advocate (PNA) Senior, you'll serve as a trusted advisor to providers and internal stakeholders, leading issue resolution efforts, driving operational improvements, and supporting initiatives that enhance provider performance, quality outcomes, and member satisfaction.

The Provider Network Advocate (PNA) – Senior will support the Director, Network Management and the Provider Network Liaison (PNL) team, holding a senior role within the Provider Network Advocate (PNA) team. The PNA Senior will coordinate and investigate complex issues with other Insurance Services Division departments, identifying root causes and take action to resolve the issue. The PNA Senior will assist with provider operational initiatives, issues investigation and resolution including provider payment issues, configuration issues, special outreach projects and HEDIS, HCC, CDPS, MA P4P, and CMS Stars improvement initiatives.

The PNA - Senior will assist the PNL team, oversee and guide other PNA staff to investigate issues and effectively communicate findings to PNLs, providers and other departments. The PNA Senior will outreach to providers related to key departmental goals via phone, email and personal visits as requested. Provider outreach and initiative progress will be documented in a customer database.

This position is Hybrid and requires in-office work 3 days per week in Downtown Pittsburgh.

• Present HP programs and tools internally to PNLss, other PNAs, and other ISD departments as necessary.
• Present programs and tools to network providers and staff.
• Follow up with provider as necessary to ensure understanding.
• Act as a resource to PNLs and other PNAs.
• Train new staff as directed.
• Coordinate problem resolution for providers identified through internal reports and by the PNL team or ISD leadership.
• Identify root causes, swiftly take the needed steps to resolve the issue and ensure closed feedback loop to the PNL and/or provider occurs.
• Document provider outreach and initiative progress in a customer relationship database in a timely manner.
• Facilitate face-to-face visits with providers as directed.
• Foster strong relationships through collaboration with PNLs, other PNAs, other Network leaders, and other Provider Strategy and Performance staff to ensure process improvement within the department and between departments.
• Ability to manage relationships with key providers within the Health Plan provider network.
• Effectively lead and manage special projects assigned by the Department Director, and work collaboratively with the PNLs and other Network team members.
• To complete assigned tasks and projects in a timely manner, occasionally, the employee will need to extend hours beyond 40 hour work week.