Provider Operations & Relationships Director
Full Time
Columbus, OH
AndHealth is on a mission to radically improve access and outcomes for the most challenging chronic health conditions with the goal of making world-class specialty care accessible and affordable to all. We partner with health systems, community health centers, plans, and employers to remove barriers to care to ensure all people have access to the care they deserve.
We are looking for a Provider Operations & Relationships Director to own the operational health of AndHealth's active partnerships. While the Strategic Account Director owns the provider relationship and the Patient & Provider Advocate owns patient-level access and enrollment, the Provider Operations & Relationships Director is the connective tissue — ensuring seamless implementation, tracking what's working, reporting on outcomes, and coordinating across the team when something needs attention.
This role joins a partnership at the point of real interest or operational complexity. The Provider Operations & Relationships Director is introduced through a warm co-introduction with the Strategic Account Director and immediately begins building a relationship with practice operations staff, office managers, etc.
What you’ll do in the role:
Implementation and onboarding
- Lead practice onboarding once a partnership agreement is in place — mapping workflows, confirming what was committed, identifying gaps, and setting up the account for early success
- Coordinate with the Patient & Provider Advocate to establish patient identification and enrollment processes in the practice EHR
- Document the practice's preferences, contacts, and any bespoke operational commitments in shared location (Source of Truth)
- Serve as the internal translator between what the practice needs and what AndHealth can deliver — flagging anything non-standard to the Account team (Strategic Account Director and/or Patient & Provider Advocate) before it becomes a problem
Ongoing account management
- Monitor patient referral activity and enrollment pipeline across all active partnerships
- Conduct regular performance reporting — both internally and in partner-facing quarterly reviews
- Triage and resolve patient-level and process-level issues that surface from the practice or the Patient & Provider Advocate
- Maintain strong working relationships with practice managers and operational staff
- Flag early warning signs to the internal team— declining referral activity, staff turnover, process drift — before they become relationship problems
Coordination and communication
- Keep the Strategic Account Director and relevant internal stakeholders current on account health without requiring them to chase it
- Coordinate with Patient & Provider Advocate on patient-level escalations and white-glove service for VIP referrals from key partners
- Loop in SVP, Patient Access or the Strategic Account Director when an account presents an expansion opportunity or relationship risk
- Maintain updated documentation/records for all active accounts including key contacts, referral trends, open issues, and upcoming touchpoints
Other Skills & Qualifications:
- 5+ years in account management, customer success, or operations in a healthcare or health services environment
- Experience managing multiple accounts simultaneously with strong documentation habits
- Comfortable in patient-level conversations with practice staff — you've navigated the difference between what a physician wants and what a practice manager can execute
- Strong cross-functional communication skills — you're the person who keeps everyone informed without creating noise
- Familiarity with specialty pharmacy, chronic disease management, or value-based care workflows a plus
- Experience with CRM or account tracking tools; willingness to work within an evolving system
Here’s what we’d like to offer you:
- Equal investment and support for our people and patients
- A fun and ambitious growing environment with a culture that takes on important things, takes risks, and learns quickly
- The ability to demonstrate creativity, innovation, and conscientiousness, and find joy in working together
- A team of highly skilled, incredibly kind, and welcoming employees, every one of whom has something unique to offer
- We know that the overall success of our business is a collaborative effort, and we strive to provide ongoing opportunities for our employees to learn and grow, both personally and professionally
- Full-time employees are eligible to participate in our benefits package which includes Medical, Dental, Vision Insurance, Paid time off, Short- and Long-Term Disability, 401k match and more
We are an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability, or veteran status.
