Lead, Provider Performance

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Position Summary The Provider Performance Lead is responsible for managing the performance of service providers across a variety of trades based on key performance inputs from various segments of the Field Operations business. As an aggregator of operational performance data, the Provider Performance Lead drives improved performance through proactive provider relationship management that focuses on delivering quality services to HOS standards. Additionally, this role supports organic network growth through the conversion of out-of-network providers to preferred in-network providers. This role is instrumental in ensuring that both in-network and out-of-network providers consistently deliver high quality services to our customers while adhering to HOS policies, business processes and documentation standards. Work Arrangement Employees located in the Naperville, IL area are expected to work in a hybrid capacity: T-TH in office and M & F remote. Qualified candidates residing elsewhere may be approved for remote work, with periodic travel to our corporate offices in Illinois. Responsibilities Establish and maintain business relationships with key 3rd party provider personnel at the operations, management, and owner levels. Provide departmental updates, metrics reporting and data insights regarding provider and territorial performance. Provide recommendations to the Field Operations Leadership team for operational improvement opportunities. Establish business relationships necessary to receiving, gathering, and aggregating performance inputs that support provider management opportunities and ensure efficient operation of internal business processes. Develop reporting and process analytics that identify favorable and unfavorable trends in claims and provider performance. Assist in the resolution of customer escalations by taking necessary corrective actions with providers to prevent re-occurrence. Ideal Candidate We're Excited if this is You! Experience and Qualifications 5+ years of progressive customer service experience or equivalent/related work experience. 3+ years plumbing, HVAC, and/or electrical trades experience. 3+ years home utility/repair program field support. Previous experience with external business relationship management, claims, and provider support functions. 2+ years demonstrated training, monitoring, and coaching to deliver results for multiple business groups. 4+ years demonstrated accountability monitoring. 4+ years demonstrated relationship management experience. In-depth knowledge of outside water and sewer, HVAC, appliances, electrical trades, or plumbing. Computer Skills Needed to Perform the Job Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook). Able to learn and maneuver different software systems used to perform daily jobs. Education Bachelor’s degree in business or related field preferred or equivalent experience required. High school diploma, GED, or equivalent and five (5+) years of experience in related business environment. Certificates, Licenses, Registrations N/A Compensation and Benefits The base pay range for this position is $54,060 - $77,000 USD yearly. The specific pay offered will depend on qualifications, experience, education and skill set. Compensation may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy. Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage. 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan. Generous Paid Time Off: Take the time you need to recharge and relax. Education Assistance Program: Invest in your growth and development with our support. FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses. Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being. Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected. Desired Behaviors Action Oriented – Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. Priority Setting – Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus. Listening – Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees. Perseverance – Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks. Planning – Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr