Engagement Operations Associate

The Engagement Operations Associate is dedicated to managing all operational and engagement aspects for providers globally. This role ensures smooth operations, effective communication, and high-quality service delivery within the network. The new hire will assist with network engagement efforts by managing communication with providers, supporting operational issues, and promoting professional growth. Responsibilities include responding to email inquiries, onboarding new hires, and contributing to community initiatives. The ideal candidate will collaborate with service, operations, and clinical teams to ensure service quality and excellence.

What You'll Do

Network Engagement

• Support onboarding processes for new providers, ensuring they are equipped with the tools, knowledge, and resources to excel in their roles for seamless integration into our network
• Organize and facilitate regular network engagement activities, including hosting monthly virtual townhalls, to foster a sense of community
• Schedule and coordinate regular training, group supervision, and Q&A sessions in collaboration with the Clinical team to support continuous professional development

Communication and Support

• Handle provider-related inquiries and concerns to ensure timely and accurate responses in line with organizational policies and procedures
• Escalate complex operational issues to the relevant Operations team personnel for resolution and ensure closed-loop feedback
• Maintain clear and organized communication channels, including driving outreach efforts, facilitating two-way feedback, and developing engagement materials to ensure everyone is well-informed
• Present consolidated feedback to leadership with actionable insights and potential solutions

Operational Efficiency and Support

• Track and analyze engagement metrics for trends, recommend, and implement strategies to drive improvements in overall satisfaction and retention of providers
• Collect and leverage feedback to identify areas for improvement for better operational efficiency and excellence
• Maintain thorough records of provider interactions, escalations, and resolutions for documentation and audit purposes
• Prepare accurate calculations of compensation based on agreed rates and contractual terms, ensuring timely and correct payroll processing while addressing discrepancies or issues proactively
• Work closely with cross-functional teams to ensure coordinated efforts, aligned communications on latest updates, and effective service delivery
• Assist with service deployment for specific on-site or ad hoc requests
• Support commercial events, client delivery, and other initiatives as needed

Quality Assurance and SOP Management

• Review and verify professional qualifications, including local regulation or licensing credentials, to ensure compliance with company standards
• Drive provider quality by overseeing mandatory training completion, compliance audits, licensure management, corrective actions for performance gaps, and efficient operational processes for a more motivated and effective service network
• Contribute to the development and execution of new processes or tools, including proposing and implementing enhancements to improve provider experience and service quality
• Review existing policies and procedures to ensure they align with best practices and evolving needs of our services
• Maintain and regularly update a shared repository of operational resources, including guidelines, training materials, and FAQs, to ensure providers have the resources they need