Director of Stakeholder Engagement

Provider Resources Inc. (PRI) is a growing Independent Dispute Resolution Entity (IDRE) operating under the No Surprises Act. We process payment disputes between health plans and providers — work that directly protects patients from unexpected medical bills. We are headquartered in the US with approximately 200 employees and are expanding rapidly.

About the role

We are hiring a Director of Stakeholder Engagement to build and lead the function that owns how every IDR party — health plans, providers, and facilities — experiences working with PRI. This is a function-builder role. The team exists; the program is yours to design. You will report to our VP of IDRE Operations and manage four direct reports across reactive issue resolution and proactive engagement. All engagement at PRI operates under CMS neutrality and impartiality requirements — experience in a regulated communication environment is essential.

Responsibilities

• Own the stakeholder experience program for all IDR parties — quality, consistency, and timeliness of every touchpoint
• Design and run the issue resolution and escalation process — from intake through resolution, with defined SLAs and satisfaction tracking
• Build proactive engagement and education programs that help parties navigate the IDR process effectively
• Develop the stakeholder experience measurement framework from scratch, working with our analytics team to build leading indicators
• Ensure all stakeholder-facing communications meet CMS neutrality and impartiality requirements
• Establish a voice-of-stakeholder feedback loop into operations and compliance
• Develop four direct reports across reactive and proactive engagement lanes

Requirements

• 7+ years in stakeholder relations, program management, or regulated healthcare communications — IDRE or IDR experience is a differentiator
• Has operated under externally mandated communication standards — you understand CMS neutrality requirements are non-negotiable
• IDR process knowledge from multiple party perspectives — you can speak credibly to both provider-side and health plan-side participants
• Has owned an issue resolution function with SLAs, satisfaction tracking, and pattern analysis
• Data literate — you can define experience metrics, build a health scorecard, and work with an analytics team to make it real
• Cross-functional influence — you build relationships and drive change without formal authority

Benefits

Provider Resources provides a competitive benefits package that includes:

• Medical, Dental, and Vision Insurance
• Life Insurance
• Disability coverage
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Critical Illness and Accident coverage
• Legal and ID Theft protection
• 401k plan
• Paid Time Off (PTO)

Preference will be given to individuals who reside in, or are willing to relocate to, a recognized HUBZone area.