Lead, Provider Success

Job description

About Stellar Health: Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes. At Stellar Health, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the Stellar App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way. Stellar is a US-based Health-tech backed by Top VCs (General Atlantic, Point72, & Primary Venture Partners) with an established product & proven operating model. We’ve shown that we make a real difference for physician practices and their patients. About the Role Stellar Health partners with primary care practices to help them succeed in value-based care. Our Provider Success team is the group responsible for turning that partnership into results: we work directly with medical groups to drive real engagement with the Stellar platform, close care gaps, and hit the performance targets tied to their value-based care contracts. As a Lead, Provider Success, you'll own the performance outcomes for a portfolio of medical groups, including some of our largest and most complex accounts. This is not a relationship-maintenance role. Relationships are the tool, not the job: you'll use them to get practices to actually change how they work, adopt Stellar into their daily routine, and move the numbers that matter (in-app engagement, completed actions, closed care gaps, target achievement). You'll be the primary point of contact for practice leadership and someone who can build enough trust, fast, to get a busy, skeptical practice to change how it operates. This is a senior individual contributor role, and you'll work with a high degree of independence. What You'll Do - Own the performance results for your portfolio of medical groups: platform engagement, completed actions, closed care gaps, and progress against value-based care targets. This is especially true for our most complex accounts, where a standard playbook won't get the job done. - Build and continually adjust the long-term engagement strategy for your most strategic accounts. This goes beyond the next check-in: you decide what a group actually needs to succeed over time, utilizing our standard playbooks but also building the specific, sometimes non-standard, plan to get there. - Take full ownership of escalations from start to finish. When something goes sideways, whether that's a difficult stakeholder, a fraud or termination risk, or an at-risk relationship, you come to the table with a proposed solution rather than just flagging the problem, and you only loop in your manager when your own approach hasn't worked. - Build relationships that reach beyond your day-to-day contact, including a practice's operational and executive leadership, and resolve conflicts across multiple stakeholders directly rather than routing everything through one person. - Diagnose why a practice isn't engaging with Stellar, whether it's a staffing gap, a workflow problem, or a leadership team that hasn't bought in, and build a plan to fix it, even when the fix doesn't fit a standard template. - Build a genuine, fast case for why Stellar is worth a busy practice's time. You'll need to tell that story convincingly, in person and in writing, to front-desk staff and to executives, and back it up with data. - Track performance data closely enough that you always know exactly where each of your accounts stands against its goals, and use that to decide where to spend your time next. - Lead recurring check-ins, business reviews, and leadership steering meetings that connect Stellar's work directly to the outcomes practice leadership cares about, cost, utilization, incentive dollars earned, and represent Stellar credibly in front of senior stakeholders. - Act as a go-to expert on Stellar's platform for complex implementation scenarios, and flag product gaps or improvement ideas back to our product team. - Serve as a go-to resource for less experienced teammates. Coach them through tough practice relationships, help them think through a plan before they walk into a hard conversation, and step in directly when a situation calls for it. - Work closely with Customer Success and other partner teams so a practice's experience feels consistent no matter who they're talking to, and so nothing falls through the cracks between teams. - Contribute to the playbooks, training materials, and process improvements that make the whole Provider Success team better at driving performance, not just your own book of business. What You'll Bring — Must-haves - At least 5 years of experience working directly with healthcare providers, medical groups, or similar healthcare organizations, ideally with real accountability for a performance number, not just satisfaction or relationship health. - A track record of owning escalations and ambiguous situations independently, coming to your manager with a recommended solution rather than a problem to solve for you. - Comfort operating without a script: when a situation doesn't fit an existing playbook, you can build the right approach yourself instead of waiting for one to be handed to you. - Experience building credibility with, and presenting to, senior or executive stakeholders, not just day-to-day operational contacts. - Proven ability to build trust with a practice fast, and to convert that trust into behavior change: getting a busy, skeptical team to actually adopt a new tool or workflow. - Comfort telling a clear, credible story about Stellar's value, tailored to the audience, whether that's a front-desk coordinator or a practice's executive leadership. - Sharp with data: you can look at a dashboard, spot what's driving or blocking a practice's performance, and turn that into a concrete next step, without needing someone else to hand you the analysis. - Experience working closely with a Customer Success, account management, or similar partner team, and comfort coordinating with them so the practice never feels a seam between teams. - Genuine excitement about mentoring newer teammates. You like seeing other people get better at their jobs, and you understand that the team does best when everyone around you is doing well too. Perks & Benefits: Stellar offers a carefully curated selection of wellness benefits and perks to our employees: - Medical, Dental and Vision Benefits - Flexible PTO - Universal Paid Family and Caregiver Leave - Wellhub+ Gym Memberships - Pre-tax commuter benefits, HA, FSA plans - Company sponsored One Medical memberships and Citibike memberships - Medical Travel Benefits - JOON, a flexible lifestyle spending account that gives our team a monthly stipend to spend on what matters most to them - Stock Options & a 401k matching program - A broad calendar of company sponsored social events that for our in-office and remote employees - Company sponsored lunch for all NY HQ employees Diversity is the key to our success. Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status. We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment. Stellar Health Employment Privacy Notice https://stellar.health/employment-privacy-notice/ At Stellar Health, your privacy and security as a job seeker is a priority no matter where you are in the interview process. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team. - Please note that any communication from our recruiters and hiring managers at Stellar Health about a job opportunity will only be made by a Stellar Health employee with an @stellar.health http://stellar.health email address. - Stellar Health does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information. - We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the Stellar Health People Ops Team with an @stellar.health http://stellar.health email address. If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate, please contact people-team@stellar.health. If you believe you've been a victim of a phishing attack, please mark the communication as “spam” and immediately report it by contacting the U.S. Federal Trade Commission https://consumer.ftc.gov/articles/job-scams.