Manager, Provider Portal & Experience at BCBSM in Southfield, Michigan

Job Description:

Responsible for managing the provider portal, including the vendor relationship, performance, reporting, business testing, governance of enhancement requests, and coordination with provider communications. Also responsible for working across the enterprise to propose, collaborate, and implement activities and projects that positively impact the provider intended experience. Monitor and report on provider experience metrics and impacts, as one measure of provider experience. Work with functional business leads to encourage improvements on these measures.

• Manage team members to ensure annual goals are met and employees are intentionally developed.


• Monitor portal performance against contract terms, oversee production of monthly performance reports, and ensure strategic connections (e.g. prior authorization vendor SSOs) are optimized. Work closely with IT partners.  


• Establish standards and governance model for the portal and related web sites.


• Create a process for change and enhancement requests. Oversee meetings to review and respond to requests. For approved requests, ensure appropriate testing is completed and criteria is met for approval to production. 


• Provide reports for portal and web site usage and patterns.


• Identify and prioritize opportunities for improvement based on the provider intended experience documentation. Work cross-functionally to achieve meaningful improvement.  


• Oversee provider impact assessment reporting and provider experience metric rollup, looking for trends and opportunities.

• Bachelor’s Degree required.


• Five (5) years of leadership experience.


• Three (3) years vendor management experience


• Experience with the health insurance industry required.


• Experience working with the provider community required.


• Market analytics, user experience, and/or survey experience preferred.  


• Website or information management experience preferred.


• Ability to take initiative, problem-solve and creatively drive performance.


• Decision making ability with a results orientation.


• Well-developed oral and written communication skills.


• Strong analytical and business acumen skills.


• Ability to develop and manage processes.