Provider Experience Specialist

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization.

The Provider Experience Analyst is responsible for monitoring, analyzing, and enhancing the end-to-end experience of healthcare providers within the G.E.H.A network. This role leverages data, provider feedback, and cross-functional collaboration to identify pain points, streamline processes, and improve provider satisfaction. The analyst acts as a liaison between providers and internal departments to implement solutions that reduce friction and promote a more seamless provider experience.

Skills

Duties and Responsibilities

• Support the Provider Experience Director and Manager in regularly providing updates to key stakeholders and leadership.
• Serve as a subject matter expert on provider-facing systems and processes.
• Analyze provider satisfaction data, call center metrics, claims processing issues, and operational performance indicators to identify trends.
• Design and implement provider insights/trends in an actionable, comprehensive format.
• Partners with appropriate departments (e.g., Provider Relations, Claims, IT, Credentialing, Customer Service, vendor partners) to resolve provider concerns and streamline workflows.
• Assist in the development of provider surveys and evaluate the results to support strategy development.
• Develop dashboards, scorecards, and reports to track key performance metrics related to provider experience.
• Lead or support initiatives to improve provider onboarding, communication, education, and self-service tools.
• Contribute to cross-functional projects aimed at reducing administrative burden, improving provider engagement and continuous improvement efforts.
• Monitor compliance with provider service level agreements (SLAs) and regulatory requirements. Ensure provider touchpoints are consistent, accurate, and provider-centric across all communication channels.
  
  

Required Knowledge, Skills, And Abilities

• Bachelor’s Degree in a relevant area or equivalent work experience.
• 2-4 years of experience with Voice of the Customer technology (e.g., Qualtrics etc.).
• 2-4 years of experience in healthcare data analysis within the healthcare industry.
• Excellent communication and people skills.
• Experience designing surveys for virtual customer panels to create actionable insights.
• Meticulous with strong problem-solving abilities.
• Ability to work independently and collaboratively in a matrixed environment.
  
  

Preferred Qualifications

• Experience collaborating with provider networks, claims systems, and health plan operations preferred.
• Familiarity with regulatory requirements affecting provider networks (e.g., CMS, NCQA) is a plus.
  
  

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
  
  

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program
  
  

Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The annual base salary range for this position is $66,234 - $93,366 USD.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.