Associate Director, Provider Network Operations & Planning

Title: Associate Director, Provider Network Operations & Planning

Job Type: Full-time

Location: Hybrid 4 days per week in Brighton, MA office; 1 day remote

FLSA Status: Exempt

About Us

BrightonOne is a nonprofit social enterprise delivering healthcare, housing, and hope to veterans and military-connected families, with enterprise discipline in service to those who served.

Position Overview

The Associate Director, Provider Network Operations & Planning leads the back-office operations that keep the US Family Health Plan’s provider network accurate, adequate, and compliant. Reporting to senior leadership, the role oversees provider data management, network adequacy and planning, and initial and ongoing credentialing of the provider network— including delegated credentialing, provider data, network analytics, and similar platform vendors. The Associate Director is responsible for ensuring provider data accuracy, certification and credentialing issues and concerns, and providing accurate and prompt responses to internal and external inquiries. This role collaborates closely with department leaders to evaluate and refine processes to drive operational efficiency and achievement of performance metrics and goals while maintaining compliance with regulatory requirements and accreditation standards.

Key Responsibilities

Provider Data & Credentialing Management

• Oversee provider data management operations and the provider data management system, ensuring accuracy, integrity, and timeliness of provider information.
• Oversee credentialing and certification operations, ensuring adherence to regulatory requirements, accreditation criteria, federal program guidelines, and internal quality standards.
• Monitor, track, and report on certification and credentialing escalations to ensure timely, accurate, and compliant resolution; initiates follow-up actions and coordinates cross-functional support as needed.
• Collaborate with internal teams to validate system updates, contribute to process documentation, and assist in readiness efforts for audits or accreditation reviews.
• Assists in developing, compiling, and distributing routine and ad hoc reports on certification and credentialing metrics, KPIs, backlog trends, workflow timeliness, and quality indicators; contributes to presenting findings to leadership and recommending improvement strategies.

Network Operations & Planning

• Support the development, review, and ongoing maintenance of provider communication materials, including notices, guides, templates, and FAQs, to ensure accuracy, clarity, and alignment with current provider data management, certification and credentialing requirements and organizational expectations.
• Manage the shared inbox, ensuring triage, prioritization, and resolution of incoming requests, inquiries, and escalations within established service-level expectations.
• Facilitate meetings with internal departments and external stakeholders to address certification and credentialing issues, concerns, or process dependencies, driving documentation and execution of agreed-upon action items.
• Participate in and/or leads special projects, workflow assessments, and operational initiatives focused on enhancing credentialing efficiency, provider experience, and organizational compliance.
• Serve as an internal resource and subject-matter expert on provider administration, provider data management and credentialing policies, workflows, systems, and best practices; provides guidance to team members and cross-functional partners as needed.
• Other duties as assigned.