Partner Relationship Manager

Overview:

The Partner Relationship Manager serves as the primary liaison between our organization and our network of ancillary care partners — including dental, vision, hearing, and other service providers who deliver care to nursing home residents covered under our ancillary insurance policies.

This role exists to build, strengthen, and optimize our partner relationships by ensuring seamless communication, operational alignment, and mutual growth. The Partner Relationship Manager ensures that each partner organization understands our coverage model, billing and offset processes, compliance requirements, and shared commitment to quality care — ultimately enhancing member outcomes and driving satisfaction across all parties.

Responsibilities:

• Partner Engagement & Support
• Act as the day-to-day contact for assigned partner organizations, including onboarding, training, and ongoing relationship management.
• Conduct regular partner check-ins to review performance, address operational questions, and resolve issues related to claims, member eligibility, or premium offsets.
• Serve as a subject-matter expert on our state-specific insurance policies and internal processes.
• Operational Coordination & Alignment
• Collaborate cross-functionally with internal teams (operations, billing, and compliance) to ensure partner needs are met in a timely, compliant, and consistent manner.
• Support partners in understanding and adhering to our operational workflows, including data submission, member enrollment, and reimbursement procedures.
• Track and escalate partner issues requiring executive or technical intervention.
• Performance Management & Reporting
• Identify, monitor and report on metrics and KPIs around utilization, growth and performance.
• Prepare and deliver quarterly partner scorecards and insights to leadership.
• Recommend strategic improvements to enhance efficiency, quality, and partner engagement.
• Growth & Relationship Development
• Identify opportunities for deeper collaboration and expansion within the existing partner network.
• Support the contracting and onboarding process for new partners in target markets.
• Participate in partner meetings, site visits, and strategic planning sessions to represent the company's interests and values.
• Compliance & Quality Assurance
• Ensure all partner activities align with regulatory requirements, including HIPAA, CMS, and state Medicaid policies.
• Maintain accurate records of partner interactions, agreements, and training documentation.
• Contribute to ongoing updates to quality, oversight and operational SOPs.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.
• The Company reserves the right to modify any bonus/commission structure prospectively at any time for any reason. A bonus/commission is not considered earned until it is paid, and the employee remains with the Company at the time of