Director of Stakeholder Engagement

Job description

Provider Resources Inc. (PRI) is a growing Independent Dispute Resolution Entity (IDRE) operating under the No Surprises Act. We process payment disputes between health plans and providers - work that directly protects patients from unexpected medical bills. We are headquartered in the US with approximately 200 employees and are expanding rapidly.

ABOUT THE ROLE
We are hiring a Director of Stakeholder Engagement to build and lead the function that owns how every IDR party - health plans, providers, and facilities - experiences working with PRI. This is a function-builder role. The team exists; the program is yours to design. You will report to our VP of IDRE Operations and manage four direct reports across reactive issue resolution and proactive engagement. All engagement at PRI operates under CMS neutrality and impartiality requirements - experience in a regulated communication environment is essential.

WHAT YOU WILL DO
* Own the stakeholder experience program for all IDR parties - quality, consistency, and timeliness of every touchpoint
* Design and run the issue resolution and escalation process - from intake through resolution, with defined SLAs and satisfaction tracking
* Build proactive engagement and education programs that help parties navigate the IDR process effectively
* Develop the stakeholder experience measurement framework from scratch, working with our analytics team to build leading indicators
* Ensure all stakeholder-facing communications meet CMS neutrality and impartiality requirements
* Establish a voice-of-stakeholder feedback loop into operations and compliance
* Develop four direct reports across reactive and proactive engagement lanes

WHAT WE ARE LOOKING FOR
* 7+ years in stakeholder relations, program management, or regulated healthcare communications - IDRE or IDR experience is a differentiator
* Has operated under externally mandated communication standards - you understand CMS neutrality requirements are non-negotiable
* IDR process knowledge from multiple party perspectives - you can speak credibly to both provider-side and health plan-side participants
* Has owned an issue resolution function with SLAs, satisfaction tracking, and pattern analysis
* Data literate - you can define experience metrics, build a health scorecard, and work with an analytics team to make it real
* Cross-functional influence - you build relationships and drive change without formal authority

WHY PRI
* Meaningful work - IDR dispute resolution under the No Surprises Act has real impact on patients and providers
* Build from the ground up - this function is yours to design; the mandate is clear and the team is in place
* Growth stage - we are building the people, process, and data capability that will define PRI for the next decade
* Clear development path - PRI uses a skills ontology framework with defined growth levels and Udemy pathways for every role

EEO Statement:
Provider Resources, LLC is an Equal Opportunity Employer. We do not discriminate against qualified applicants based upon any protected group status, including but not limited to race, religion, color, creed, sex (including breastfeeding and related conditions), gender identity/gender expression, pregnancy (including childbirth and related conditions), national origin, ancestry, age, marital status, military or veteran status, sexual orientation, genetic information, physical or mental disability or medical condition as defined by applicable equal opportunity laws. Any request for accommodation can be directed to Human Resources.

Benefits and Compensation
Provider Resources provides a competitive benefits package that includes access to Medical, Dental, and Vision Insurance, Life Insurance, Disability, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Critical Illness, Accident, Legal and ID Theft, 401k plan, PTO. The anticipated salary range for fully qualified candidates applying for this role will be [...] (not including discretionary bonus, equity, and benefits). The final salary offered will be dependent on several factors that include but are not limited to relevant previous experience including duration and type of experience within the industry, education, and internal equity.

HUBZone Preference: Preference will be given to individuals who reside in, or are willing to relocate to, a recognized HUBZone area. For more information, visit Go to www.sba.gov/hubzone for more information.