Payer Program Manager

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  

As part of the Payer Customer Success team, the Payer Program Manager will partner closely with the Customer Experience, Implementation, Product, and Technical Customer Care teams to lead the design and delivery of EVV training and adoption programs that will help to accelerate provider onboarding, increase product adoption and usage throughout the customer lifecycle, and minimize customer churn in new and existing payer markets.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

Program Ownership and Accountability: Own the design and delivery of training and communication plans that result in the achievement of adoption goals with assigned state and payer programs.
Strategic Planning: Own the development of effective training and adoption plans for assigned state/payer programs. This includes defining program goals, scope, and deliverables, and ensuring alignment with organizational strategy for State/Payer EVV stakeholders across the program lifecycle—from onboarding and adoption to compliance, new feature enhancements, and releases.
Project Oversight: Manage multiple projects simultaneously, tracking progress, identifying dependencies, and resolving issues across projects in assigned state/payer programs. Identify future training and outreach needs based on performance and design ongoing plans to meet those needs in assigned payer/state markets.
Stakeholder Management: Proactively communicate program updates and manage expectations with key stakeholders, including senior leadership, team members, and client.
Risk Management: Identify potential risks, develop mitigation plans, and proactively address issues that could impact program success.
Cross Functional Collaboration: Work effectively with different teams across the organization to build consensus and ensure alignment and smooth execution of the program.
Performance Management: Own the design, ongoing tracking, analysis and strategy of adoption scorecards with assigned payers and ensure alignment with organizational goals, such as improving adoption and compliance, and adjust as needed to optimize program performance.
Market Knowledge: Actively learn about market nuances, product functionality, workflows, and best practices, with a bias towards breaking down these concepts into digestible offerings.
Provider Support: Work directly with providers as needed to ensure successful adoption of the solution.

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

Travel 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

• Bachelor’s degree preferred 
• 3+ years experience in training program development and management
• Strong ability to lead and influence without authority and build consensus through exceptional communication, collaboration, and relationship building skills.
• Strong knowledge of training industry concepts such as Instructional Design, virtual classroom facilitation, and training effectiveness and outcomes measurement
• Strong and engaging communication and presentation skills with experience training customers on software or technology.
• Ability to manage multiple priorities, deadlines, and complex workflows
• Data analysis and problem-solving abilities to identify trends and make informed decisions
• Experience working in a high-growth, B2B SaaS company
• Healthcare Tech experience preferred
• Ability to take complex topics and make them simple and digestible
• Excellent oral presentation skills, interpersonal communication, and writing skills
• Self-sufficient, self-starter with proven success taking ownership of training projects
• Demonstrates ability to be flexible, transparent, and team-oriented in a fast-growing environment
• Strong people management skills and experience with the ability to operate cross-functionally to deliver on key business objectives
• Strong empathy for customers and passion for revenue and growth