Director, Provider Escalations & Education (Strategy & Operations)

About the role

Leads the health system escalation function, resolving issues with key provider partners and building scalable processes that stop escalations from recurring. Works across teams to design tooling, brief executives and charter root-cause initiatives.

What you will do

• Own escalation response times, quality and resolution speed for health system partners
• Align executives and teams across network, claims, clinical, product and engineering
• Run the function on clear metrics, scorecards and performance dashboards
• Design and implement the future-state process while keeping current operations stable
• Build AI-assisted and human-in-the-loop workflows that raise quality and speed
• Set the roadmap for scaling through automation and self-service

What they look for

• Ten or more years of leadership delivering measurable results in complex operations
• Strong operational discipline and skill at applying technology to business problems
• Experience taking initiatives from strategy through execution with clear gains
• Systems thinking and a product mindset, owning roadmaps, KPIs and cross-team delivery
• Ability to lead through managers, distributed teams and outside vendors
• Excellent communication and influence with senior leaders