ECM.CICM Network Provider Liaison-Supervisor

The ECM/CICM Network Provider Liaison serves as the primary operational liaison between Partners in Care Foundation and ECM/CICM network providers. This role provides active account management support to strengthen provider relationships, improve provider fit and readiness, support timely contracting and documentation completion, coordinate training, support audit readiness, and lead provider billing workflows. The Liaison works closely with the Hub, Contracts, Quality, ECM/CICM Programs Team, and Accounts Payable to ensure network providers have the information, support, and accountability needed to deliver services effectively and remain compliant with program, contract, documentation, billing, and audit requirements. Minimum Qualifications B.A. in human development, social work, psychology, counseling, rehabilitation, gerontology, sociology, health care administration, business administration, or related field. Two years of experience required supervising staff. Minimum of three years of experience working in healthcare, managed care, community-based, or multidisciplinary settings. Experience supporting provider, vendor, subcontractor, or network partner relationships preferred. Experience with ECM, CICM, care coordination, case management, community supports, or health-related social needs programs preferred. Experience reviewing, tracking, and following up on documentation needed for contracting, audits, staffing verification, billing, or compliance. Experience with reconciling billable services, invoice validation, invoice questions, and dispute resolution preferred. Experience using databases, referral platforms, provider tracking tools, spreadsheets, or similar systems to monitor status, documentation, and follow-up activities. Key Characteristics, Skills, and Competencies Highly organized, detail oriented, and able to manage multiple provider-facing workstreams simultaneously. Strong customer service, account management, and relationship-building skills with internal teams and external network providers. Excellent verbal and written communication skills, including the ability to explain documentation, billing, training, and audit requirements clearly. Comfortable following up with providers, resolving questions, escalating barriers, and driving work to completion. Proven ability to identify process gaps, recommend improvements, and implement practical solutions proactively. Strong Excel skills, including the ability to filter data, create tracking tools, reconcile information, and analyze data to support billing and operational functions. Strong data entry and computer skills with the ability to maintain accurate records and documentation trails. Adaptable, dependable, collaborative, and able to work effectively with Hub, Contracts, Quality, ECM/CICM Programs, and Accounts Payable teams. Knowledge of community-based programs and a commitment to improving services for diverse individuals and families experiencing health-related social needs. Ability to manage and safeguard protected health information. Responsibilities Provider Network Account Management Serve as an active account management liaison for ECM/CICM network providers, supporting ongoing communication, issue resolution, follow-up, and relationship management. Maintain a working understanding of provider capabilities, service fit, responsiveness, documentation readiness, billing performance, and training needs. Monitor provider questions, barriers, and trends, and elevate operational concerns to the appropriate internal team when additional support or decision-making is needed. Provider Vetting and Network Readiness Support the Hub team with vetting new providers, including helping identify providers that are better suited for ECM and CICM based on program needs, provider capabilities, service alignment, and readiness. Assist with organizing provider information needed for review, onboarding, and internal decision-making. Create or update provider contacts, accounts, and tracking information in applicable databases or tracking tools. Contracting and Documentation Support Support the Contracts team by tracking completion of required documents and forms during the contracting process. Follow up with network providers to obtain missing or incomplete contracting documents, program forms, and staffing documents needed for audit readiness. Maintain documentation tracking tools that clearly show provider status, outstanding items, follow-up activity, and completion dates. Training Coordination Lead coordination and scheduling of provider trainings with the Quality team and other internal subject matter experts as needed. Communicate training expectations, dates, materials, attendance requirements, and follow-up items to network providers. Track training completion and support follow-up with providers who require additional sessions, make-up training, or documentation of attendance. Audit and Quality Support Support the Quality team and ECM/CICM Programs Team during audits by directly working with network providers to request, collect, organize, and follow up on required documentation and proof. Assist with obtaining staffing documents, service documentation, invoices, backup materials, and other provider records requested for audit or monitoring purposes. Help identify gaps in documentation and coordinate timely provider follow-up to support audit readiness and corrective action needs. Billing, Invoice Reconciliation, and Payment Support Lead the provider billing process by validating invoices and supporting the ECM/CICM Programs Team with reconciliation of billed services against available program or service information. Send invoices or supporting billing materials as appropriate and respond to provider questions related to billing status, invoice requirements, reconciliation, approvals, disputes, and payment inquiries. Lead invoice dispute coordination by gathering needed information, working with internal teams, communicating with providers, and tracking resolution. Monitor invoice approval status and payment progress, and coordinate with Accounts Payable when network providers inquire about payment timing or payment status. Maintain accurate billing trackers, notes, and documentation trails to support transparency, compliance, and timely follow-up. General Program Support Attend team meetings, trainings, and program-related meetings that support Partners’ ECM/CICM services and provider network operations. Work collaboratively with internal department leads to develop or update provider orientation materials, process guidance, trackers, and communication templates. Partners in Care Foundation is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of age, race (including hair texture and protective hairstyles, such as braids, locks, and twists), color, national origin, ancestry, religion, sex, sexual orientation, pregnancy (including childbirth, lactation/breastfeeding, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics, as well as those of family members), veteran status, uniformed service member status, gender, gender identity, gender expression, transgender status, arrest or conviction record, domestic violence victim status, credit history, unemployment status, caregiver status, sexual and reproductive health decisions, salary history or any other status protected by federal, state, or local laws. All qualified applicants will receive consideration for employment and reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the position. #J-18808-Ljbffr Valid8 Financial, Inc.