Provider Services Manager

Job Description

Job Description:\n\nGeneral Description: Provides strategic and operational leadership for the Subsidy Program Provider Services Department, ensuring compliance with funding terms and conditions, Alternative Payment Program regulations, and agency policies. Leads efforts to strengthen partnerships with child care providers through responsive support, outreach, communication, and relationship building to promote provider engagement, retention, and program quality.\nResponsible for developing and leading high-performing teams; driving continuous quality improvement initiatives; improving systems and workflows; overseeing provider reimbursement accuracy and timeliness; and ensuring the successful implementation, growth, and sustainability of Provider Services operations. Serves as an agency leader and representative in provider relations, community partnerships, and statewide initiatives.\nEssential Functions of the Job\n\nStandard Information:\nPosition Type: Full-time\nDays: Monday - Friday (occasional weekends)\nHours: 8:30 AM - 5:30 PM (occasional evenings)\nOpen to: Internal & External\nDepartment: Subsidy\nReports to: Director of Programs\nManagement: Yes\nPosition Status: Exempt\nPay Scale: Starting Pay - $140,072.92 Annually/Top of Pay Scale - $171,200.23\nBenefits:\n\n403(b)/Agency Match\nAflac\nDental\nEmployee Assistance Program (EAP)\nFMLA/CFRA/PDL\nFSA (Medical/Dependent Care)\nLife/ADD\nLong Term Disability (LTD)\nMedical\nPaid Time Off\n\nVacation\nSick Leave\nMental Health Days\nHolidays\n\nSDI/PFL\nVision\n\nLeadership / Strategic Management• Provides vision, leadership, and strategic direction for Provider Services operations to align with agency goals and strategic initiatives.• Develops a culture of accountability, innovation, collaboration, customer service, and continuous improvement within Provider Services.• Participates as a member of the senior management team in the development and implementation of organization-wide policies, initiatives, and programs.• Evaluates program effectiveness, service delivery, provider engagement efforts, and workflow efficiencies; identifies opportunities for improvement and implements corrective actions.• Leads development, implementation, and revision of department policies, procedures, workflows, provider guides, and operational practices.• Establishes departmental goals, performance metrics, quality standards, and monitors progress toward achievement.• Uses data, trends, provider feedback, audits, and operational reports to guide program decisions and improvements.• Oversees department readiness for state reviews, audits, monitoring visits, and contract compliance activities.• Develops and presents reports and presentations to the Board of Directors, as requested, to communicate department performance, emerging issues, and strategic initiatives.\n\nProvider Engagement / Relationship Building• Builds and maintains strong relationships with child care providers through active engagement, collaboration, technical assistance, and responsive problem resolution.• Serves as the primary leadership contact for Subsidy provider concerns, escalated issues, and complex situations requiring relationship management and conflict resolution.• Works with the Resource & Referral Manager to develop strategies to improve provider recruitment, retention, participation, and satisfaction.• Represents the department and programs at provider meetings, community collaboratives, conferences, Thriving Families California meetings, and state/regional meetings.• Leads quarterly Subsidy Provider Informational Meetings and develops provider communication strategies including mailings, newsletters, outreach campaigns, and informational resources.• Represents the agency as an active member of community-based collaboratives and conducts outreach and partnership-building activities to foster collaborative relationships with child care providers, community stakeholders, and community partners.• Promotes a provider-centered service culture emphasizing responsiveness, trust, collaboration, and quality customer service.\nStaff Leadership / Development• Supervises Provider Services Supervisors and assigned Provider Services Specialists.• Conducts employee development meetings, performance evaluations, goal setting, and corrective action processes for Provider Services department.• Promotes leadership development and encourages initiative, innovation, and independent problem-solving among staff.• Facilitates regular team meetings, cross-training opportunities, and staff development activities.• Interviews, selects, develops, and retains high-performing staff and makes recommendations regarding promotions, disciplinary actions, and personnel decisions to Director of Programs.\nOperations / Compliance• Ensures provider reimbursements are processed accurately and timely in compliance with state, federal, and county regulations.• Collaborates with the Family Services Manager & the Resource & Referral Manager, and other internal departments to improve coordination and service delivery.• Participates in the evaluation of program systems, databases, and technology solutions to improve efficiency and provider experience.• Provides technical assistance to staff and providers regarding policies, procedures, regulations, and program requirements.\n\nThis job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Duties, responsibilities, and activities may change at any time with or without notice.\nReasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.\nRequired Skills and Abilities\nLeadership / Initiative• Demonstrated ability to lead teams through change, process improvement, and organizational growth.• Strong initiative with the ability to identify opportunities, develop solutions, and implement improvements.• Ability to proactively identify risks, operational barriers, and service gaps and implement solutions.• Ability to balance strategic planning with operational execution.• Demonstrated ability to lead multiple priorities, projects, and deadlines simultaneously.\n\nRelationship Management• Strong relationship-building skills with the ability to establish trust and maintain collaborative partnerships with child care providers, community agencies, and internal teams.• Strong conflict resolution and customer service skills with the ability to manage difficult conversations professionally and effectively.• Ability to engage diverse provider populations and build inclusive partnerships.• Ability to serve as a visible and trusted representative of the agency.\n\nStaff Development / Management• Ability to coach, mentor, motivate, and develop employees and emerging leaders.• Ability to foster accountability while maintaining a positive, collaborative work environment.• Strong performance management, delegation, and team development skills. Program Management / Technical• Knowledge of Alternative Payment Program regulations, and related compliance expectations preferred.• Ability to analyze program data and use findings to guide decision-making.• Ability to develop policies, procedures, reports, and presentations.• Ability to evaluate operational systems and implement improvements.\n\nEducation/Experience Required:• Bachelor’s degree in Social Services, Public Administration, Early Childhood Education, Business Administration, or related field.• Minimum five years progressively responsible experience in child care subsidy, provider services, or related programs, including at least three years of supervisory/management experience. Experience developing staff, leading teams, building community partnerships, and managing regulatory compliance.\n\nTravel Required:Must be able to travel as needed. \n\nPhysical Demands:While performing the duties of this job, the employee is regularly required to talk and hear. Good vision is imperative. The employee is frequently required to stand; walk; sit; reach; push; and pull. Manual dexterity and keyboarding are also required. The employee is occasionally required to climb or balance; stoop, kneel, crouch or crawl. The employee must be able to lift and/or move 25 lbs.\n\nSafety and Risk Management Responsibilities:Employees are responsible for complying with safety work rules; reporting all accidents and injuries immediately; cooperating in all accident and injury investigations; reporting defective equipment and unsafe conditions.\n\nWork Environment:The noise level in the work environment is usually moderate. Temperature-controlled office environment.\n\nSupervisory Responsibilities: This position supervises the Provider Services Supervisors and assigned Provider Services Specialists.\n\nCompetencies and Functional Areas Job Knowledge – Understands job functions, requirements, tools, and processes associated with this position.\n\nProblem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and offers alternative solutions.\n\nProcess Improvement – Improves existing processes to either increase productivity, quality, or customer satisfaction.\n\nProductivity – Demonstrates a consistently high level of contribution in completeness and volume of work. Utilizes time so that little is lost in unproductive or marginally productive activities.\n\nQuality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.\n\nInitiative – Volunteers readily; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help to meet the needs of the business or customers/clients or vendors.\n\nDependability – Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to additional hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person(s) with an alternate plan in a timely manner.\n\nPlanning/Organizing – Prioritizes and plans work activities; uses time efficiently. Completes tasks accurately and on time. Maintains and contributes to a neat, organized work environment.\n\nAdaptability – Easily adapts to changes in the workplace, requirements, schedule, and priorities; able to deal with frequent change, delays, or unexpected events. Manages competing demands. Changes approach or method to best fit the situation.\n\nCommunication – Listens and gets clarification; responds well to questions; speaks clearly and persuasively in positive or negative situations. Writes clearly and informatively. Able to read and interpret written information.\n\nPresentations – Provides quality, clear, and effective presentations.\n\nTeamwork – Balances team and individual responsibilities; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed; shares expertise with others.\n\nInterpersonal Skills – Works well with others, respects others and has the respect of others. Maintains confidentiality; listens to others without interrupting; remains open to others' ideas and tries new things. Interacts professionally with others and respects authority.\n\nEthics – Treats people with respect; inspires the trust of others; works with integrity and ethically upholds agency values.\n\nSafety and Security – Practices safe work habits and encourages others to do the same. Identifies ways to improve the safety of the work environment. Observes and practices safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions. Uses equipment and materials properly.\n\nChange Agent – Promotes and supports a new way of doing something within the agency.\n\nCoaching – Guides and facilitates understanding, awareness, responsibility, intention, focus, choices, solutions, and effective decisions with ensuing practical plans.\n\nCommunication Skills – Enables individuals to understand others and to be understood themselves, via written, oral, non-verbal, and visual cues. Actively listens and contextualizes information.\n\nConflict Resolution – Uses interviewing and active listening skills to define the nature of a conflict between a supervisor and subordinate and is able to decide the best way to resolve the conflict.\n\nDelegation – Transfers responsibility for specific tasks from one person to another. Knows what to delegate, playing with the strengths and goals of the employee. Is able to define the desired outcome, provide resources and level of authority.\n\nEmotional Intelligence – Is able to understand, use, and manage their own emotions in positive ways to relieve stress, communicate effectively, empathize with others, overcome challenges, and defuse conflict.\n\nInterviewing Skills – Demonstrates skills or actions that allow a person to be more effective throughout the interview process such as preparation, punctuality, professionalism, listening, confidence, and showing interest.\n\nManage Performance – Demonstrates continuous communications and feedback between themselves and employees towards the achievement of organizational objectives.\n\nMotivating Others – Sets attainable goals, praising accomplishments, using employee incentive programs, creating a positive work environment, and encouraging an open-door policy.\n\nProblem Solving – Ability to identify, prioritize, select alternatives, and implement a solution to the problem.\n\nSupervision – Oversees direct reports at work with authority and with an aim to guide the employee.\n\nTeam Building – Demonstrates capabilities that help form interactive, supportive, and high-functioning teams by using problem-solving, listening, and organizational skills.