Associate Director / Senior Manager / Manager - Health Provider Management

Health Provider Management

As a key member in the Health Provider Management team, you will lead strategic initiatives to strengthen partnerships with healthcare providers and ensure operational excellence. Your role will focus on driving provider engagement, optimizing processes, and delivering exceptional customer experience through effective collaboration and continuous improvement.

Position Responsibilities:

• Lead and oversee daily operations and relationship management with preferred providers, including negotiation, issue resolution, and escalation handling.
• Develop and implement strategies to enhance provider communication channels, ensuring alignment with local practices and global standards.
• Drive service improvement initiatives through root cause analysis, proactive measures, and insights from complaints and feedback.
• Manage comprehensive onboarding and training programs for new and existing healthcare providers, covering key areas such as member eligibility, claims processes, portal usage, and communication protocols.
• Monitor, analyze, and report operational KPIs, providing actionable insights and ensuring timely follow-up to support provider performance.
• Maintain strong engagement through regular meetings and active communication with preferred providers.
• Gather and consolidate feedback for senior health management to inform strategic decisions.
• Conduct provider visits and represents the organization in external engagements as needed.

Required Qualifications:

• Minimum of 8+ years of experience in Operations, Relationship Management, or Provider Management, with a strong background in healthcare or insurance.
• Proven leadership experience in managing teams and driving operational excellence.
• Strong analytical and problem-solving skills with a proactive, solution-oriented mindset.
• Demonstrated ability to build and maintain strategic relationships with providers and stakeholders.
• Excellent organizational, planning, and prioritization skills to meet deadlines in a fast-paced environment.
• Experience in complaint management and improving customer service standards.
• Ability to interpret data, conduct research, and provide actionable recommendations.
• High accountability for results and team performance.
• Exceptional communication skills in English and Cantonese, both verbal and written, with the ability to influence and collaborate across all levels.
• Proficiency in MS Office applications, particularly Excel; familiarity with provider portals and healthcare systems is a plus.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid