Provider Operations & Relationships Director
Full Time
Columbus, OH
We are looking for a Provider Operations & Relationships Director to own the operational health of AndHealth's active partnerships. While the Strategic Account Director owns the provider relationship and the Patient & Provider Advocate owns patient-level access and enrollment, the Provider Operations & Relationships Director is the connective tissue - ensuring seamless implementation, tracking what's working, reporting on outcomes, and coordinating across the team when something needs attention.
This role joins a partnership at the point of real interest or operational complexity. The Provider Operations & Relationships Director is introduced through a warm co-introduction with the Strategic Account Director and immediately begins building a relationship with practice operations staff, office managers, etc.
What you'll do in the role:
Implementation and onboarding
- Lead practice onboarding once a partnership agreement is in place - mapping workflows, confirming what was committed, identifying gaps, and setting up the account for early success
- Coordinate with the Patient & Provider Advocate to establish patient identification and enrollment processes in the practice EHR
- Document the practice's preferences, contacts, and any bespoke operational commitments in shared location (Source of Truth)
- Serve as the internal translator between what the practice needs and what AndHealth can deliver - flagging anything non-standard to the Account team (Strategic Account Director and/or Patient & Provider Advocate) before it becomes a problem
Ongoing account management
- Monitor patient referral activity and enrollment pipeline across all active partnerships
- Conduct regular performance reporting - both internally and in partner-facing quarterly reviews
- Triage and resolve patient-level and process-level issues that surface from the practice or the Patient & Provider Advocate
- Maintain strong working relationships with practice managers and operational staff
- Flag early warning signs to the internal team- declining referral activity, staff turnover, process drift - before they become relationship problems
Coordination and communication
- Keep the Strategic Account Director and relevant internal stakeholders current on account health without requiring them to chase it
- Coordinate with Patient & Provider Advocate on patient-level escalations and white-glove service for VIP referrals from key partners
- Loop in SVP, Patient Access or the Strategic Account Director when an account presents an expansion opportunity or relationship risk
- Maintain updated documentation/records for all active accounts including key contacts, referral trends, open issues, and upcoming touchpoints
Other Skills & Qualifications:
- 5+ years in account management, customer success, or operations in a healthcare or health services environment
- Experience managing multiple accounts simultaneously with strong documentation habits
- Comfortable in patient-level conversations with practice staff - you've navigated the difference between what a physician wants and what a practice manager can execute
- Strong cross-functional communication skills - you're the person who keeps everyone informed without creating noise
- Familiarity with specialty pharmacy, chronic disease management, or value-based care workflows a plus
- Experience with CRM or account tracking tools; willingness to work within an evolving system
Here's what we'd like to offer you:
- Equal investment and support for our people and patients
- A fun and ambitious growing environment with a culture that takes on important things, takes risks, and learns quickly
- The ability to demonstrate creativity, innovation, and conscientiousness, and find joy in working together
- A team of highly skilled, incredibly kind, and welcoming employees, every one of whom has something unique to offer
- We know that the overall success of our business is a collaborative effort, and we strive to provide ongoing opportunities for our employees to learn and grow, both personally and professionally
- Full-time employees are eligible to participate in our benefits package which includes Medical, Dental, Vision Insurance, Paid time off, Short- and Long-Term Disability, 401k match and more
