Contractor, Provider Success Lead

Job Description

REQUIREMENTS

• Operations or Project Management Background: 4+ years in healthcare, government contracting, or complex multi-stakeholder operations environments
• Multi-System Agility: Demonstrated ability to simultaneously manage work across multiple unintegrated platforms and databases (Salesforce, Zendesk, Google Suite, Lyra internal Platform)
• Structured Communication: Exceptional written and verbal communication skills; experience navigating high-friction, sensitive stakeholder environments with empathy and composure
• Autonomous Problem Solving: High degree of comfort operating in ambiguity, resolving missing requirements, and making sound decisions with incomplete information
• Data Accuracy & Attention to Detail: Proven track record handling sensitive personal/federal data with precision; experience with data auditing or reconciliation a strong plus
• Provider or Clinical Operations Experience: Familiarity with healthcare provider onboarding, credentialing, or network operations preferred
• Federal/Government Program Experience: Prior experience working within DoD, federal health, or government-contracted programs is a plus

RESPONSIBILITES

• Leidos Provider Relations Coordination: Serve as the day-to-day operational liaison to the Leidos Provider Relations team; prepare materials for recurring standup calls, document action items, track SLA commitments, escalate urgent issues
• Provider Onboarding & Pipeline Clearance: Manage day-to-day tracking and coordination of the program’s provider network pipeline for ~900+ providers across all clearance stages — including application, data auditing and processing, coordinating security reviews and training, communicating with providers on application status, updating internal systems in real time
• Provider Communications & Support Resources: Serve as first-line support for providers on program specific questions and escalations through Zendesk ticketing system; Responsible for sending provider communications. Develop and continuously improve self-serve provider resources such as Zendesk Help Center to enhance the provider experience and reduce overall ticket volume
• Issue Triage & Resolution: Log, assign, escalate, and close operational and technical issues to support providers in delivering care
• Readiness Stipend Administration: Administer payment to newly cleared providers on a weekly basis
• Provider Attrition Management: Respond to provider withdrawals and resignations, document exit reasons, flag attrition trends to leadership, and remove termed providers from all active distributions
• Reporting & Data Visibility: Produce weekly pipeline status summaries (approved, in progress, withdrawn, active) to Lyra Leadership; maintain tracking documents as the source of truth; Reconcile session closure data in Leidos and Lyra reporting
• Documentation & Knowledge Management: Develop efficient workflows and document standard operating procedures, update provider-facing resources for accuracy, create internal Zendesk ticketing macros and communication templates current as workflows evolve throughout the stabilization period

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