Provider Experience Specialist
Summary
The Provider Experience Analyst is responsible for monitoring, analyzing, and enhancing the end-to-end experience of healthcare providers within the G.E.H.A network. This role leverages data, provider feedback, and cross-functional collaboration to identify pain points, streamline processes, and improve provider satisfaction. The analyst acts as a liaison between providers and internal departments to implement solutions that reduce friction and promote a more seamless provider experience.
Duties
- Support the Provider Experience Director and Manager in regularly providing updates to key stakeholders and leadership.
- Serve as a subject matter expert on provider-facing systems and processes.
- Analyze provider satisfaction data, call center metrics, claims processing issues, and operational performance indicators to identify trends.
- Design and implement provider insights/trends in an actionable, comprehensive format.
- Partners with appropriate departments (e.g., Provider Relations, Claims, IT, Credentialing, Customer Service, vendor partners) to resolve provider concerns and streamline workflows.
- Assist in the development of provider surveys and evaluate the results to support strategy development.
- Develop dashboards, scorecards, and reports to track key performance metrics related to provider experience.
- Lead or support initiatives to improve provider onboarding, communication, education, and self-service tools.
- Contribute to cross-functional projects aimed at reducing administrative burden, improving provider engagement and continuous improvement efforts.
- Monitor compliance with provider service level agreements (SLAs) and regulatory requirements. Ensure provider touchpoints are consistent, accurate, and provider-centric across all communication channels.
Education Requirements
Bachelor’s Degree in a relevant area or equivalent work experience.
Experience Requirements
- 2-4 years of experience with Voice of the Customer technology (e.g., Qualtrics etc.).
- 2-4 years of experience in healthcare data analysis within the healthcare industry.
- Excellent communication and people skills.
- Experience designing surveys for virtual customer panels to create actionable insights.
- Meticulous with strong problem-solving abilities.
- Ability to work independently and collaboratively in a matrixed environment.
Preferred Qualifications
- Experience collaborating with provider networks, claims systems, and health plan operations preferred.
- Familiarity with regulatory requirements affecting provider networks (e.g., CMS, NCQA) is a plus.
GEHA is an Equal Employment Opportunity and/or Affirmative Action employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. We are committed to creating an inclusive environment for all employees.
