Provider Performance Manager

3 weeks ago

Manchester, United Kingdom Bright Horizons Full time

About the Role

The Bright Horizons Provider Performance team is seeking a highly motivated and results-driven individual to join our team as Provider Performance Manager. In this role, you will be responsible for managing, monitoring, and driving performance of providers to ensure the network meets the growing needs of the business and exceeds the expectations of our corporate clients' employees.

Key Responsibilities

  • Ongoing relationship management of network providers to drive acceptance, reliability, and quality.
  • Ensuring close relationships with Contact Centre teams to ensure high-quality Back-Up Care customer service delivery and process alignment.
  • Driving the provider network by providing data and forecasts, performance analysis, and collaborating with partners to deliver solutions that meet customer needs, particularly around peak demand.
  • Ensuring that provider's performance is monitored, tracked, and trends identified, and SMART action plans created to ensure high performance.
  • Driving, tracking, and maintaining provider retention.
  • Promoting uptake of providers to efficiency mechanisms, such as utilisation tech-enabled bookings.
  • Monitoring pay rates to ensure market competitiveness, whilst achieving financial performance.
  • Negotiating with and incentivising providers based on local coverage needs.
  • Being aware of feedback, complaints, and network escalations, and actioning as necessary.
  • Working with legal to ensure policies and procedures are regularly reviewed and updated.
  • Monitoring the industry landscape from both regulatory and M&A perspectives, understanding how changes could impact our partnership/network/BUC delivery.
  • Supporting the operationalisation of new care types in response to client and industry needs.
  • Identifying improvement opportunities in the provider journey and working collaboratively with relevant departments to implement.
  • Managing and driving Provider Engagement through provider landing page, communication, SENDS, and proactively driving engagement.
  • Leading provider forums, conferences, and surveys, implementing necessary improvements, and reporting outcomes to senior management.
  • Updating key stakeholders and executive/senior leadership on key Back-Up Care developments.
  • Reporting on key MI/KPIs and meeting SLAs.
  • Monitoring performance against targets.
  • Maintaining relationships with US counterparts to knowledge share.

About You

We're looking for a results-driven leader with strong analytical skills, comfortable working with data, and a proactive approach to driving improvements. You'll be an excellent communicator with strong negotiating skills, stakeholder management, and a track record of effective operational team management. Strong Microsoft Office skills are also essential.

What We Offer

As a Provider Performance Manager at Bright Horizons, you can expect a competitive salary, flexible working, and a range of employee benefits, including discounted childcare, quarterly Employee Appreciation Weeks, and annual gala award evenings.

Why Bright Horizons?

We've been voted Great Place to Work for 17 consecutive years and offer a supportive and inclusive work environment where you can grow and develop your career. Join our team and be part of a company that's changing the future for children, families, and the people we work with.

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