Provider Communications Manager

Position Summary:

The Provider Communications Manager is a key contributor responsible for building and nurturing relationships with our provider partners to support the organization's network growth and performance goals. This role is responsible for developing and executing communication strategies that foster strong, collaborative relationships with provider partners serving dual-eligible (Medicare-Medicaid) members. This role ensures providers are well-informed, engaged, and supported in delivering high-quality, coordinated care in alignment with the health plan's model of care and strategic objectives. The Manager will also oversee corporate and business-as-usual (BAU) communications, support regulatory compliance, and champion digital innovation in provider engagement

The Manager of Provider Communications will report to the Senior Director of Delegation Partnerships and Performance and will support the ongoing implementation and evolution of CCA's enterprise-wide provider engagement strategy targeted at helping CCA deliver a best-in-class experience for our providers.

Supervision Exercised:

• No, this position does not have direct reports.
  

Essential Duties & Responsibilities:

• Manage the development and implementation of provider communications efforts related to CCA operational and strategic priorities
  • Convene and oversee project specific cross functional work teams
  • Develop and manage project plans, timelines, approvals, and deliverables
  • Work closely with business leaders across the organization to prioritize messaging and core content
  • Partner with Communications Team to ensure alignment on branding, strategy, design, and content
  • Act as primary liaison with external vendors
  • Facilitate Communications Team in content creation as the subject matter expert for provider network
  • Maintain inventory of all provider communications templates
  • Develop and manage system for tracking all communications being delivered to CCA providers from the organization
• Support cross-functional provider communications Steering Committee
  • Manage schedule and agenda for ongoing meetings
  • Disseminate meeting notes
  • Manage all action items
  • Coordinate with staff managing Member communications to ensure alignment between provider and member communications
  • Develop routine internal reports of provider communications activities to keep both leadership and provider facing staff apprised of messaging and timelines.
  • Present reporting and trends to the committee
  • Develop and manage annual provider communications schedule
• Provide guidance and oversight on provider communications for business owners throughout the organization
  • Stand-up standardized process for development and approval of all provider communications throughout the organization
  • Work with marketing team and key stakeholders to develop standard guidelines for all provider communications to ensure all letters, emails and newsletters are compliant, uniform to CCA brand standards, and provider-friendly
  • Work with provider network and data management to influence how provider contact information is managed, stored and updated.
  • Develop and maintain provider communications policies and procedures
  • Educate teams across the organization on provider communications processes and expectations
• In partnership with Business Intelligence, Finance, Revenue Cycle, Clinical and Provider Analytics, develop and share performance reporting documents and deploy analytics to support communication with the network and drive performance improvements.
• Lead the planning, project management, and execution of annual and ongoing updates to the Provider Manual, ensuring accuracy, compliance, and accessibility
• Develop and execute a digital communications strategy, leveraging digital channels (newsletters, portals, websites, social media) to enhance provider engagement and streamline information delivery
  • Develop clear, comprehensive FAQs and tailored talking points to equip internal stakeholders-including customer service, provider relations, and clinical teams-to effectively address and resolve provider inquiries following communications
  • Ensure all internal stakeholders are informed of upcoming and distributed provider communications by proactively coordinating notifications, sharing key messages, and facilitating access to communication materials.
• Drive continuous improvement and implementation of updates to the provider portal and website, ensuring user-friendly design and relevant content
• Oversee the creation and distribution of provider newsletters (monthly), bulletins, educational resources, and training materials, ensuring consistency of messaging and compliance with regulatory guidelines
• Monitor and analyze provider engagement and feedback, using data to identify trends and opportunities for process improvement
• Ensure timely documentation and reporting of all provider and corporate communications, engagement metrics, and provider satisfaction to leadership
• Stay current on industry trends, best practices, and regulatory changes affecting provider communications and dual-eligible populations

Working Conditions:

• This is a remote or hybrid role with the expectation of working according to Commonwealth Care Alliance's standard operating hours of 8:30am-5pm Monday-Friday.

Required Education (must have):

• Bachelor's degree in communications, healthcare administration, business, marketing, or a related field required.

Desired Education (nice to have):

• Master's degree in communications, public health, health management, business administration, or a related field preferred.

Required Licensing (must have):

Desired Licensing (nice to have):

• Certification in project management (PMP, Agile) or communications (e.g., APR).

MA Health Enrollment (required if licensed in Massachusetts):

• No, this is not required for the job.

Required Experience (must have):

• 5+ years of experience in provider relations, healthcare communications, or network management within a health plan or similar environment.

Desired Experience (nice to have):

• Experience with dual-eligible (DSNP) populations preferred.

Required Knowledge, Skills & Abilities (must have):

• Demonstrated project management skills, including experience managing complex, cross-functional projects and meeting deadlines.
• Strong understanding of Medicare, Medicaid, duals program, and health plan operations, including regulatory and compliance requirements.
• Demonstrated ability to develop and implement strategic communication plans that align with organizational goals and drive provider engagement.
• Exceptional written and verbal communication skills, with the ability to translate complex information for diverse provider and internal audiences.
• Experience presenting to and advising executive leadership, with the ability to synthesize complex information for senior audiences.
• Proficiency in digital communications platforms, content management systems, and data analysis tools.
• Excellent organizational, analytical, and problem-solving abilities.
• Ability to build and maintain positive relationships and collaborate effectively with internal and external stakeholders.
• Proactive in identifying issues and developing effective solutions.
• Adaptable and able to thrive in high-pressure environments, adjust to shifting priorities, and manage multiple deadlines.
• Results-oriented and self-motivated, with the ability to work independently and as part of a team to meet departmental goals.
• Demonstrates empathy, self-awareness, and the ability to navigate sensitive conversations diplomatically.

Required Language (must have):

• English

Desired Knowledge, Skills, Abilities & Language (nice to have):

• Familiarity with provider network management systems and healthcare data standards.
• Experience with marketing automation tools or advanced digital analytics platforms.
• Knowledge of health equity and cultural competency in provider communications.
• Experience working with multi-state provider networks.
• Advanced skills in graphic design or multimedia content creation.