Provider Experience Lead, Dental Network Strategy and Enablement
Position Summary
As a member of the Network Strategy and Enablement team, the Provider Experience Lead is responsible for delivering market leading experience for Guardian dental provider partners, from application to claim, as well as ongoing service. In this position, you will partner with various functional areas advocating on behalf of dentists to ensure Guardian's in-network value proposition is compelling, and ease of doing business is a core competency.
This newly established position will be accountable for identifying new and innovative programs to attract and retain providers in Guardian's 135,000 growing network, external communication efforts that deliver clear, concise, and actionable messaging, as well as the digital provider portal roadmap and adoption initiatives. You will also make strategic recommendations regarding Guardian's provider service operating model, optimizing for unit cost and provider satisfaction.
This is a high growth and entrepreneurial opportunity, providing latitude for complex problem solving and creative solutions. You will solicit input and feedback from providers on a regular basis through primary and secondary research, working closely with Guardian Market Intelligence and Customer Advocacy to deploy surveys and conduct journey mapping workshops.
You Will:
Define the provider service strategy and operating model, working with cross functional teams, primarily Service and Finance, to design and implement.
Establish regular reporting and monitor provider service metrics to determine gaps and opportunities.
Build strategies to ensure provider service and experience are a lever for improving Guardian's ability to attract, recruit, and retain providers.
Have a clear understanding and point of view regarding competitor network practices and recruiting value proposition.
Partner with Internal/External Communications to influence provider communication strategies and messaging, with a focus on managing change and driving network growth.
Refine and act on Voice of the Customer (VOC) program feedback and scores.
Monitor macro trends to ensure Guardian recruiting/retention tactics maintain relevance in context of the dental landscape.
Develop and maintain relationships with key providers and dental service organizations to keep a pulse on trends and emerging opportunities.
Develop business cases related to improving the provider experience balancing cost and results in an effort to secure capital funding and delivery resources.
You Have:
Bachelor's degree or equivalent experience required; MBA preferred.
A minimum of 7
years in non-medical, ancillary benefits. Group Benefits experience preferred.
Strong analytical and problem-solving skills
Ability to adapt to changing business priorities and manage multiple projects simultaneously.
Strong executive presence and public speaking skills including presentation to senior leadership, as well as internal/external field stakeholders.
Consistent track record of exceptional performance, having delivered quantifiable impact on company revenue and profitability.
Track record of collaborating cross functionally to solve complex business problems and navigate rapidly evolving macro trends.
Strong collaboration skills; a proven ability to partner within a highly matrixed environment to achieve results.
Location:
Preferred locations include Bethlehem, PA; New York, NY; Holmdel, NJ; and Boston, MA. Work arrangement will be hybrid.
May consider applicants with required qualifications in other locations.
Salary Range
$99,190.00 - $162,955.00
The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.
Our Promise
At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Inspire Well-Being
As part of Guardian's Purpose - to inspire well-being - we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.
Health Care
Choice of high deductible/copay medical plans with prescription drugs, including coverage for fertility and transgender inclusive benefits
Dental plan
Vision plan
Health care accounts - flexible spending, health reimbursement, and health savings accounts
Critical illness insurance
Life and Disability Insurance
Company-paid Life and Disability insurance plus voluntary supplemental coverage
Accident insurance
Retirement and Financial
401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
Complimentary 1:1 financial guidance with a licensed Fidelity representative
Time Off and Remote Work
Flexible work arrangements (part in-person/part remote)
Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
Paid parental leave and paid family and medical leave policies
Emotional Well-being and Work-Life
Emotional well-being, mental health, and work/life resources powered by Spring Health
Wellness programs, including fitness program and equipment reimbursement
Child, adult, and elder back-up care support through Bright Horizons
Adoption assistance
College planning
Tuition reimbursement
Student loan assistance
Commuter benefits in select metropolitan areas
Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
Equal Employment Opportunity
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Accommodations
Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.Estimated Salary: $20 to $28 per hour based on qualifications.
As a member of the Network Strategy and Enablement team, the Provider Experience Lead is responsible for delivering market leading experience for Guardian dental provider partners, from application to claim, as well as ongoing service. In this position, you will partner with various functional areas advocating on behalf of dentists to ensure Guardian's in-network value proposition is compelling, and ease of doing business is a core competency.
This newly established position will be accountable for identifying new and innovative programs to attract and retain providers in Guardian's 135,000 growing network, external communication efforts that deliver clear, concise, and actionable messaging, as well as the digital provider portal roadmap and adoption initiatives. You will also make strategic recommendations regarding Guardian's provider service operating model, optimizing for unit cost and provider satisfaction.
This is a high growth and entrepreneurial opportunity, providing latitude for complex problem solving and creative solutions. You will solicit input and feedback from providers on a regular basis through primary and secondary research, working closely with Guardian Market Intelligence and Customer Advocacy to deploy surveys and conduct journey mapping workshops.
You Will:
Define the provider service strategy and operating model, working with cross functional teams, primarily Service and Finance, to design and implement.
Establish regular reporting and monitor provider service metrics to determine gaps and opportunities.
Build strategies to ensure provider service and experience are a lever for improving Guardian's ability to attract, recruit, and retain providers.
Have a clear understanding and point of view regarding competitor network practices and recruiting value proposition.
Partner with Internal/External Communications to influence provider communication strategies and messaging, with a focus on managing change and driving network growth.
Refine and act on Voice of the Customer (VOC) program feedback and scores.
Monitor macro trends to ensure Guardian recruiting/retention tactics maintain relevance in context of the dental landscape.
Develop and maintain relationships with key providers and dental service organizations to keep a pulse on trends and emerging opportunities.
Develop business cases related to improving the provider experience balancing cost and results in an effort to secure capital funding and delivery resources.
You Have:
Bachelor's degree or equivalent experience required; MBA preferred.
A minimum of 7
years in non-medical, ancillary benefits. Group Benefits experience preferred.
Strong analytical and problem-solving skills
Ability to adapt to changing business priorities and manage multiple projects simultaneously.
Strong executive presence and public speaking skills including presentation to senior leadership, as well as internal/external field stakeholders.
Consistent track record of exceptional performance, having delivered quantifiable impact on company revenue and profitability.
Track record of collaborating cross functionally to solve complex business problems and navigate rapidly evolving macro trends.
Strong collaboration skills; a proven ability to partner within a highly matrixed environment to achieve results.
Location:
Preferred locations include Bethlehem, PA; New York, NY; Holmdel, NJ; and Boston, MA. Work arrangement will be hybrid.
May consider applicants with required qualifications in other locations.
Salary Range
$99,190.00 - $162,955.00
The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.
Our Promise
At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Inspire Well-Being
As part of Guardian's Purpose - to inspire well-being - we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.
Health Care
Choice of high deductible/copay medical plans with prescription drugs, including coverage for fertility and transgender inclusive benefits
Dental plan
Vision plan
Health care accounts - flexible spending, health reimbursement, and health savings accounts
Critical illness insurance
Life and Disability Insurance
Company-paid Life and Disability insurance plus voluntary supplemental coverage
Accident insurance
Retirement and Financial
401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
Complimentary 1:1 financial guidance with a licensed Fidelity representative
Time Off and Remote Work
Flexible work arrangements (part in-person/part remote)
Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
Paid parental leave and paid family and medical leave policies
Emotional Well-being and Work-Life
Emotional well-being, mental health, and work/life resources powered by Spring Health
Wellness programs, including fitness program and equipment reimbursement
Child, adult, and elder back-up care support through Bright Horizons
Adoption assistance
College planning
Tuition reimbursement
Student loan assistance
Commuter benefits in select metropolitan areas
Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.
Equal Employment Opportunity
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Accommodations
Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.Estimated Salary: $20 to $28 per hour based on qualifications.
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