Provider Success Manager

Opportunity Overview: Cohere's Provider & Client User Management Team is responsible for ensuring consistent delivery of a proactive, supportive, and partner-oriented experience to an assigned portfolio of providers/practices and client users across our health plan partners' networks. The Provider Success Manager (PSM) is a critical role that leads the end-to-end execution of the provider and client user onboarding plan—from pre-implementation through post go-live—ensuring a seamless, high-quality user experience at every stage. In this role, you will own the full lifecycle of provider and client user engagement: onboarding, training coordination, change enablement, and ongoing relationship management. You will serve as the connective thread between Cohere's internal teams (Onboarding, Training, Implementation, Client Success) and our health plan partners' training teams and provider experience teams to ensure every user—provider and client alike—has a great experience from day one and beyond. As a PSM, you will deeply understand the provider and client user journey, anticipate friction points, and proactively drive solutions that support successful adoption, sustained engagement, and long-term partnership success. What you’ll do: Be the Main Point of Contact Serve as the go-to resource for providers, supporting education, training, communications, and general platform guidance. Address contracting or administrative questions and help practices understand how to optimize their auto-approval rates. Act as an escalation point for grievances, disagreements with clinical guidelines, and other high-touch needs. Lead Program Implementation Support onboarding and ongoing engagement to ensure providers remain aligned with CMS/state requirements and Cohere workflows. Maintain strong working knowledge of regulatory requirements influencing prior authorization and utilization management. Partner with Compliance and Legal to surface potential risks or required communications. Drive Proactive Outreach Identify non-adherence or performance trends, then design simple outreach campaigns (email, phone, educational touchpoints) that encourage positive behavior change. Share best practices and actionable tips to improve auto-approval performance. Ensure all provider interactions uphold HIPAA, privacy standards, and program integrity. Monitor Portfolio Performance Use reporting and scorecards to track portfolio health, identify issues, and surface opportunities to improve clinical quality and reduce manual review. Lead recurring check-ins, quarterly reviews, practice calls, workflow discussions to help teams improve approval rates and reduce pends/denials. Provide Consultative Support Help practices optimize clinical protocols and prior-auth workflows to reduce friction and increase auto-approvals. Share relevant thought leadership with key strategic partners. Advise practice leadership on how to align Cohere configurations with financial and clinical goals (e.g., bundles, ancillary service alignment). Recommend workflow improvements that accelerate review times and ensure compliance with CMS/state DOH obligations. Support Network Implementations Assist with onboarding new client networks and provider groups at scale. Manage high-volume provider onboarding initiatives and periodic refresh trainings as new providers join the network. What you’ll need: Bachelor's degree 3-4 years of experience as an account manager, plus 3+ years of experience in healthcare, health plan, provider, or health tech environments Direct experience working in a physician's office, provider practice, or clinical office setting (e.g., office manager, revenue cycle, patient access/claims, or clinic operations) Experience working with healthcare programs and direct engagement with provider and/or member populations Strong communication skills with the ability to translate policy and process into provider-friendly language Relationship-building and negotiation skills, especially in regulated or bureaucratic environments, with a clear and professional communication style Analytical mindset for interpreting data on provider engagement, compliance, and performance, with the ability to read and interpret Tableau dashboards and formulate data using Excel/Google Sheets to make informed decisions Ability to constantly prioritize a large assigned practice portfolio and independently allocate effort to the highest-impact activities A proactive, ownership-driven approach with strong day-to-day problem-solving skills and organizational/time-management ability Prior experience managing mid- to large-scale projects Familiarity with change management, Medicaid/Medicare environments, managed care models, and prior authorization processes Experience with Salesforce or other CRM tools, and Jira and/or Monday.com project management tools Experience working with healthcare provider