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Form of workWho We Are
At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
We’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse Super. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we’re in this together, to stay on course. That’s what it means to lead like a Super.
As a leader in the U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home.
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
We’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse Super. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we’re in this together, to stay on course. That’s what it means to lead like a Super.
As a leader in the U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home.
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
Reporting to the Manager, Field Support Operations, the Provider Performance Lead is responsible for managing the performance of service providers across a variety of trades based on key performance inputs from various segments of the Field Operations business. As an aggregator of operational performance data, the Provider Performance Lead drives improved performance through proactive provider relationship management that focuses on delivering quality services to HOS standards. Additionally, this role supports organic network growth through the conversion of out-of-network providers to preferred in-network providers. This role is instrumental in ensuring that both in-network and out-of-network providers consistently deliver high quality services to our customers while adhering HOS policies, business processes and documentation standards.
This position can be located at our office in Naperville, or Alton, IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.
Responsibilities include but not limited to:
- Establish and maintain business relationships with key 3rd party provider personnel at the operations, management, and owner levels.
- Provide departmental updates, metrics reporting and data insights regarding provider and territorial performance.
- Provide recommendations to the Field Operations Leadership team for operational improvement opportunities.
- Establish business relationships necessary to receiving, gathering, and aggregating performance inputs that support provider management opportunities necessary to ensuring efficient operation of internal business processes.
- Develop reporting and process analytics that identify favorable and unfavorable trends in claims and Provider Performance.
- Assist in the resolution of customer escalations by taking necessary corrective actions with providers to prevent re-occurrence.
- Keep current on operations processes, provider rate schedules, repair methods and practices, and policy terms and conditions.
- Collaborate with internal departments to ensure providers are achieving established goals and objectives and/or identify areas where corrective actions are required.
- Actively participate in provider events which focus primarily on future products and services, industry trends, strategic direction, and similar topics. This includes ensuring involvement of key stakeholders and process owners where appropriate.
- Drive ongoing process improvement initiatives to deliver increased efficiency into provider related processes.
- Establish, deliver, and maintain provider education materials to ensure understanding of business objectives and introduce change.
- Serve as a point of contact for providers and with clients in partnership markets.
- Ensure providers are meeting or exceeding HOS service level agreements.
- Communicate clearly and effectively with local field supervisors, HOS management, business owners, and AW partners.
- Provide updates to internal department on changes to partnership provider coverage through support for the ranking change request process.
- Optimize an enhance reporting capabilities for partnership markets.
- Manage and enhance the partnership active jobs dashboard.
- Provide Leadership with weekly partner area performance data with analysis and actions plan.
- Remain current on territory regulatory standards and codes.
- Other duties as assigned.
We’re Excited if This is You
Experience and Qualifications for this role
- 5+ years of progressive customer service experience or equivalent/related work experience
- 3+ years plumbing, HVAC, and/or electrical trades experience
- 3+ years home utility/repair program field support
- Previous experience with external business relationship management, claims, and provider support functions
- Ability to work both individually and within a team environment.
- Demonstrated project experience handling complex and ambiguous situations.
- 2+ years demonstrated training, monitoring, and coaching to deliver results for multiple business groups.
- 4+ years demonstrated accountability monitoring.
- 4+ years demonstrated relationship management experience.
- In depth knowledge of outside water and sewer, HVAC, appliances, electrical trades, or plumbing
Education (preferred and or required)
- Bachelor’s degree in business or related field preferred.
- High school diploma, GED, or equivalent and five (5+) years of experience in related business environment
Computer Skills Needed to Perform this Job
- Microsoft Office tools (Excel, Word, Outlook)
- Google Suite
Competencies
- Communicate effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.
- Customer focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Problem solving - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
- Performance management - Consistently recognizes and rewards excellent performance. Addresses performance issues head-on, without delay. Uses documentation gathered through the year to support and guide ongoing feedback and assist in the performance review process for direct (and when appropriate, in-direct) reports.
- Business acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
- Creativity - Knows what he/she wants from a career and actively works on it; is career knowledgeable; makes things happen for self; markets self for opportunities; doesn't wait for others to open doors.
