Provider Relations Supervisor

The Provider Network Supervisor is the manager responsible for the strategy, operations, and outcomes of the Provider Relations function supporting the World Trade Center Health Program (WTCHP). This role leads a team of Provider Network Representatives to onboard and engage providers, deliver education and portal training, resolve issues impacting claims and participation, and maintain strong relationships across the network. The Supervisor partners closely with Provider Data, Credentialing, Contracting, Claims, Clinical Operations, Communications, and IT to ensure operational excellence and a high‑quality provider experience. Key Outcomes & Success Metrics Provider satisfaction: Achieve targeted satisfaction scores; improve first‑contact resolution; reduce escalations and repeat issues. Onboarding timeliness: Meet/exceed SLAs for onboarding and participation activation; shorten cycle times; eliminate avoidable delays. Issue resolution performance: Decrease average issue aging and backlog across claims, credentialing, enrollment, provider data, contracts, and portal support. Portal adoption & engagement: Increase portal registration, self‑service utilization, EFT enrollment, and webinar attendance. Quality & compliance: Maintain audit‑ready documentation; raise quality scores; sustain SLA compliance; reduce corrective‑action findings. Productivity & effectiveness: Demonstrate year‑over‑year gains in staff productivity, training completion, and adherence to standardized workflows. Essential Duties & Responsibilities Leadership & Strategy Work in conjunction with the Provider Services Lead on Provider Relations strategy and annual operating plan; translate organizational goals into targets, roadmaps, KPIs, and staffing/resource plans. Lead, coach, and develop Provider Network Representatives; set performance goals, conduct evaluations, provide ongoing coaching, and promote professional development. Establish governance for escalation pathways, service levels, templates, and communication standards. Provider Relationship Management Oversee account management for healthcare delivery organizations and independent providers. Serve as the escalation point for complex provider issues; drive timely resolution and communicate outcomes and prevention plans. Monitor provider sentiment and satisfaction; synthesize feedback themes; implement action plans to improve the provider experience. Provider Onboarding & Education Direct end‑to‑end onboarding, provider education, webinars, portal training, EFT setup, credentialing coordination, and directory validation. Standardize onboarding checklists, timelines, and handoffs with Credentialing, Provider Data, and Contracting ; ensure accurate participation activation and directory integrity. Develop targeted training and communications for provider segments and roles; measure adoption, comprehension, and impact on operational metrics. Provider Operations & Issue Resolution Oversee intake and resolution of issues spanning claims, credentialing, enrollment, provider data, contracts, and portal support ; manage queues and case aging. Remove blockers, rebalance work, and celebrate cross‑functional dependencies; ensure SLA adherence and clear provider communication. Lead root‑cause analysis and corrective actions to reduce repeat issues; coordinate with Claims, Data, and IT on systemic fixes and configuration updates. Analytics, Reporting & Continuous Improvement Develop dashboards and routine reporting on satisfaction, first‑contact resolution, onboarding timeliness, issue aging, portal adoption, quality scores, productivity, and SLA compliance. Drive continuous improvement across intake, documentation, handoffs, and communication; implement automation or templates where feasible. Use data insights to prioritize provider outreach, education topics, and process enhancements; present recommendations and action plans to leadership. Cross‑Functional Collaboration Partner with Provider Data, Credentialing, Contracting, Claims, Finance, Clinical Operations, Communications, and IT on shared initiatives and process improvements. Align provider communications with contracting terms, credentialing requirements, portal capabilities, and claims processes; ensure consistency and clarity. Lead provider meetings and cross‑functional workgroups; track actions to completion and report outcomes. Risk, Compliance & Stakeholder Management Ensure compliance with organizational policies, privacy/security requirements, and applicable regulations; maintain audit‑ready documentation. Support audits and quality reviews; develop corrective action plans and monitor remediation; maintain confidentiality of provider information. Communicate status, risks, and recommendations to executive stakeholders; prepare materials for business reviews and governance committees . What you'll Need: Bachelor’s degree required; Master’s preferred. 7–10 years of experience in provider relations/network operations or related provider‑facing functions (onboarding, education, escalation management). 3+ years of supervisory/people leadership experience leading provider relations or customer operations teams. Demonstrated expertise in provider engagement, onboarding, education, and issue resolution; strong analytical and written/verbal communication skills. Proficiency with provider portals, CRM/case management tools, and collaboration platforms; advanced Excel/Sheets capability. Preferred Experience supporting federal or government‑sponsored healthcare programs. Familiarity with provider directory and credentialing requirements; exposure to claims operations and EDI. Skills & Competencies Relationship management and stakeholder communication; executive presence. Operational excellence: organization, prioritization, attention to detail, and SLA discipline. Analytical thinking; data‑driven decision‑making; dashboard and metric fluency. People leadership: coaching, talent development, and performance management. Process improvement and change management. The likely salary range for this position is $46,325 - $62,675. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long‑term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. Identity Verification Process: As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes. About Our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans #J-18808-Ljbffr General Dynamics Information Technology, Inc.