Practice Relationship Manager

At Diverge Health we are a team of entrepreneurs passionate about improving health access and outcomes for those most in need. We partner with primary care providers to improve the engagement and management of their Medicaid patients, providing independent practices access to specialized resources and clinical programs to address medical, social and behavioral patient needs. Our care ecosystem is equipped with enhanced technology and data interfaces to enable provider and patient success in a value-based environment. Guided by our core values of humility, continuous learning and feeling the weight, our team is on a mission to strengthen communities from within, unlocking people's ability to live their healthiest lives.

We are looking for a Practice Liaison to join our quickly growing team! A key role in our market operations team, the Practice Liaison will be accountable for ensuring that participating practices can continually access, and have a clear understanding of how to utilize, Diverge Health’s technology and care solutions. We are looking for someone who has excellent communication skills, and the ability to communicate with providers, payers, and non-clinical care teams.

What You’ll Do

The Practice Liaison serves as the primary point of contact between Diverge Health and our partnered practices. This person will partner with cross-functional stakeholders such as Network Development and Local Care teams to establish relationships with practices and then maintain regular communication between the practice and the Care Team regarding patient care plans. The Practice Liaison is expected to support the practice with ongoing workflow development, monitoring, and implementation as it relates to operational initiatives that will improve practice performance in the areas of panel management, quality (including gap closure, pre-visit planning, and post-visit documentation), risk adjustment (in applicable markets), and high-risk patient engagement. The Practice Liaison also delivers and/or facilitates regular training related to these areas and other aspects of value-based care.

Key Responsibilities

• Jointly with Network Development Representatives, establish relationships with practices following initial network contracting.
• Lead the new practice onboarding process, including development of the practice onboarding plan, scheduling and delivering all new practice trainings, and arranging practice access to Diverge Health technology solutions.
• Provide education and training to clinicians and practice staff in the areas of value-based care, Diverge Health’s practice incentive plan, and quality and risk adjustment best practices for Medicaid (and other lines of business in some markets).
• In collaboration with practice leadership develop strategic and operational initiatives to drive value-based transformation improved quality and efficiency practice performance.
• Facilitate ongoing practice access to all Diverge Health resources, including both people (e.g. Medical Directors, Care Team members, etc.) and technology solutions.
• Facilitate regular communication between the practice and the Care Team regarding patient care plans developed by Diverge Health for the practice’s patients.
• Jointly with the Market Medical Director, deliver Explanations of Payment for Diverge Health’s practice incentive program, and to facilitate quarterly practice performance management conversations between the practice and Medical Director.
• Update and maintain each participating practice’s provider roster, contact information and communications plan, and practice profile in Diverge Health’s internal customer relationship management system.
  
  

What You’ll Bring

• 2-4 years of experience working in a customer facing operational role in healthcare setting (provider or payer).
• Understanding of the operations of a primary care medical practice including scheduling, billing, staffing, pre-visit planning, and post-visit documentation.
• Familiarity with conventional fee-for-service payment methodologies
• Familiarity with alterative and value-based payment methodologies
• Familiarity with organizational change management processes
• Familiarity with the Health Effectiveness Data and Information Set (HEDIS) measures of effectiveness of care, access & availability of care, and utilization
• Familiarity with risk adjustment methodologies including Hierarchical Condition Categories (HCCs) and All Patient Refined Diagnostic Related Groups (AR-DRGs)
• A bachelor’s degree or equivalent in business, management, healthcare policy, healthcare administration or a related field.
• Experience working in a healthcare organization implementing tools, techniques, or processes related to alternative or value-based payment methodologies.
• Ability to utilize operational reports and dashboards to understand practice level trends in engagement and performance.
  
  

Physical Requirements

• Ability to travel within the community; must have a valid driver’s license and car insurance, and access to reliable transportation for physician office visits.
• Lift and carry materials and supplies.
• Stand, walk, and move for extended periods while conducting physician office visits.
• Adapt to varying environmental conditions (both outside while traveling the community and inside physician offices).
  
  

Preferred Education And Experience

• A graduate or professional degree in business, management, healthcare policy, healthcare administration or a related field.
• 2+ years experience with a value based care company
  
  

Personal Characteristics

• Ability to deal with difficult people outside of the organization while maintaining a high level of professionalism and integrity.
• Ability to manage multiple projects simultaneously.
• Equally empathetic and objective, humble and highly conscientious; a teammate that inspires and motivates others
• Comfort with uncertainty; self-motivated and directed; can manage effectively in high growth, rapidly evolving environments
• A problem solver, able to think critically and strategically while being hands on in driving work; proactively identifies and resolves risks to execution and deliver
• Strong representation of the company's mission, vision, and values across all dimensions of internal and external interactions
• Strength in authentically connecting with people from all walks of life with empathy and humility
  
  

This is a full-time, exempt, salaried position. Commensurate on candidate experience, the expected base salary range for this role is $90,000 - $105,000

Our Investors

Diverge Health is funded by GV and incubated by Triple Aim Partners, which since 2019 has partnered with entrepreneurs to co-found and launch eight companies focused on improving the quality, experience and total cost of healthcare.

At Diverge Health we believe that a diverse set of backgrounds and experiences enrich our teams and enable us to realize our mission. If you do not have experience in all areas detailed above, we encourage you to share your unique background with us and how it might be additive to our team.

Special Considerations

Diverge Health is dedicated to the principles of Diversity, Equity and Inclusion and Equal Employment Opportunities for all employees and applicants for employment. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by the federal, state or local laws. Our decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance and business needs.