Provider and Programs Network Manager - Remote

Leidos Health & Civil Sector is seeking a highly motivated and experienced Provider and Programs Network Manager to join our team. This position directly supports programs which provide a broad array of information, resources, referrals, mental health coaching and specialized support for military members and their families worldwide. These programs are directly responsible for supporting military community quality of life issues.

This job posting is in anticipation of future work.

Under the leadership and direction of the Director of Program Operations, the Provider and Programs Network Manager provides oversight to the non-medical counselor provider network.

The Provider and Programs Network Manager:

• Leads, directs and manages Provider Network Supervisors workflows and performance.

• Uses technical tools and applications to support Director of Program Operations in identifying trends, issues, and recommendations for process improvements.

• Oversees Non-Medical Counseling quality metrics, continuity of services delivered, and is responsible for developing, implementing and maintaining SOPs and workflows to meet/exceed minimum standards in SLAs and Performance Metrics for Non-Medical Counseling Services.

• Continuously assesses and collaborates to refine service delivery process and procedures to optimize efficiency and customer satisfaction.

• Monitors participant feedback scores, and all provider performance measures, develops and tracks provider scorecards to ensure consistent, high quality, timely service to participants.

• Responsible for monitoring timely and accurate provider documentation and submission of After Action Reports (AAR) into ServiceNow in accordance with SOPs.

• Provides mentoring, guidance and auxiliary training to Provider Network Supervisors.

• Facilitates a close working relationship with provider network subcontractors and Leidos program management team through effective communication, collaboration, and partnering to build and maintain a one team healthy culture.

• Escalates any high visibility and adverse event findings to the Director of Program Operations.

• Maintains and provides all records and reports pertaining to non-medical counseling QA and QC, and related documentation for the life of this contract.

Primary Responsibilities:

• Oversee day to day operations of the Non-Medical Counseling Provider Network and manages Provider Network Supervisors.

• Provide support and direction to Provider Network Supervisors regarding escalated cases, including, duty to warn, mandated reporting and notice of adverse incident reporting procedures.

• Handle escalated cases, provider and participant complaints, problem resolution procedures. Leads weekly meetings addressing cases escalated to government visibility per data and reports collected and prepared by Provider Network Supervisors.

• Utilize MS Excel, Project, Power BI, ServiceNow and government EHR to continuously inspect and optimize non-medical counseling quality metrics, performance measures and SLAs and provide weekly recap reports of these metrics.

• Engage with Provider Network subcontractors for dispositioning Provider performance concerns, claims and authorization issues, and problem resolution.

• Track and report Provider referral totals to identify high volume providers eligible for incentives (access to free CEUs), low/no volume providers and those in need of removal from program roster.

• Performs other duties and special projects, based on business needs.

Basic Qualifications:

• Master's degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.

• A current valid unrestricted counseling license/certification from a State, D.C., a U.S. Commonwealth, or a U.S. Territory that grants the authority to provide counseling services as an independent practitioner in their respective fields.

• A minimum of 5 years of people leader management or supervisory experience in a similar program

• Strong project management skills to deliver services within planned timelines, budget, margins and quality specifications.

• Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military lifestyle and culture.

• Proven proficiency in: Microsoft based tools including Word, Outlook, Excel; web-based research; electronic documentation systems.

• U.S. citizen and ability to speak fluent English.

• Ability to pass a criminal history and fingerprint background checks, and credential review/verification.

• This position is a remote position and requires a quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Preferred Qualifications:

• Certified Employee Assistance Professional (CEAP) credential.

• Veteran/military retiree, wounded warrior, and/or military spouse

• Experience working with and/or for military communities

• Employee assistance program (EAP) experience

• Experience leading call centers and/or large Employee Assistance Programs (EAPs) in the commercial or federal sector

• Telehealth experience

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.