Provider Experience Manager

OSP partners with specialty physician groups through MSOs to support their migration into value-based healthcare as part of the OptumCare team.

OSP delivers practice management support, referral and payer alignment, data analytics, and strategic capital while physician groups contribute leadership, market knowledge, and clinical excellence.

Together, these capabilities build high-performing specialty care networks that integrate with SCA Health, OptumCare CDOs, and other Optum partners.

Reporting to the Director of Growth Services, the Provider Experience Manager serves as a trusted concierge and single point of contact for physicians from the moment they sign their offer through their first year of practice - including onboarding, credentialing navigation, operational integration, and ongoing experience management through their guarantee period.

This role exists to create a white-glove, seamless, and highly personal experience for physicians, ensuring their introduction to the organization is smooth, supportive, and reflective of our values.

The director is responsible for coordinating onboarding workflows across multiple lanes, anticipating needs, resolving issues quickly, organizing communication touchpoints, and building strong, trusting relationships that result in a positive first impression and long-term engagement.

The ideal candidate is impeccably organized, resourceful, proactive, and professional, with exceptional written and verbal communication and a relentless commitment to follow-through and service excellence.

The Provider Experience Manager will have both immediate operational responsibilities and broader long-term objectives as the function matures.

• Serve as the physician’s single point of contact from offer acceptance through go-live and throughout the guarantee period.
• Develop and maintain individualized plans for each new physician, ensuring all milestones, deadlines, and dependencies are tracked and met.
• Partner with provider recruitment, credentialing, MSO operations, practice leadership, HR, IT, marketing, and other stakeholders to ensure smooth and timely onboarding and integration into the practice.

• Schedule and lead check-ins at regular intervals (30/60/90 days, 6 months, 12 months) to assess progress, identify barriers, and elevate support needs.
• Ensure physicians have the tools, resources, relationships, and operational clarity necessary to thrive in their first year.
• Monitor practice ramp, early performance indicators, and cultural integration, proactively surface risks and opportunities.

• Provide consistent, clear, and proactive communication, ensuring physicians always know what to expect and who is responsible for each step.
• Anticipate needs by thinking several steps ahead and coordinating behind the scenes to prevent bottlenecks.
• Deliver responsive and solution-oriented support with professionalism and urgency.

• Maintain a detailed tracker for each new physician, including but not limited to credentialing status, licensing, IT access, EMR training, scheduling, marketing steps, and operational readiness.
• Coordinate welcome materials, technology setup, bios/photos, marketing announcements, and meet-and-greets with key leaders.
• Conduct surveys and craft structured feedback loops to improve the new provider experience.
• Work closely with market operations partners to address workflow concerns, resource gaps, or integration challenges.
• Ensure all guarantee-period documentation and expectations are understood and monitored.
• Facilitate introductions to referral sources, community partners, and internal service line leaders where relevant.
• Develop standardized processes, templates, and communication pathways to create consistency across markets.
• Track, report, and present physician engagement metrics, throughput, and risk indicators to leadership.
• Maintain strict confidentiality and operate with the highest degree of professionalism and tact.

• Undergraduate degree in business, healthcare administration, communications, or related field.
• 3–7 years of experience in physician relations, provider onboarding, concierge services, customer success, project management, or healthcare operations.
• Demonstrated ability to manage complex, multi-step processes with precision and consistency.
• Exceptional organizational skills, with the ability to track dozens of tasks and timelines simultaneously.
• Outstanding written and verbal communication skills, including the ability to communicate professionally with physicians and executives.
• Experience leveraging CRM platforms and project tracking tools to manage client relationships and project timelines.
• High emotional intelligence, resourcefulness, and a service-oriented mindset.
• Strong problem-solving capabilities and a proactive, anticipatory approach.
• Ability to work both independently and collaboratively in a dynamic environment.

• Experience working within MSO, multisite medical group, or health system structures.
• Familiarity with physician contracting, credentialing workflows, and practice operations.
• Prior experience building customer experience or onboarding programs.