Address
Form of workProvider Services Manager
(Program Specialist 5)
Monday - Friday | 8AM - 5PM | HYBRID
(Program Specialist 5)
Monday - Friday | 8AM - 5PM | HYBRID
Who We Are:
The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES' mission is to strengthen the business of government for a sustainable and just future. We do this by creating overall operating efficiencies so our state's government entities can focus on their core missions. Our buying power, economies of scale and years of experience help government get the best value for the products and services they need to support their missions. We value Respect, Integrity, Excellence, Diversity, Equity and Inclusion. We seek new team members who share our commitment to be an equity-driven and antiracist organization. We listen to customers and team members to understand what they need and expect. We promote creativity, learning and improvement to meet those needs and adapt to the ever-changing business environment. We measure our results and seek feedback to improve our performance.
Who You Are:
As a Provider Services Manager, you will play a vital role in ensuring the success of Washington State's Employee Assistance Program (EAP) by managing contracted provider relations. Your responsibilities will include serving as a strategic partner to address agency concerns related to employee mental and behavioral health, thereby supporting the mission of Enterprise Services. You will work closely with a diverse range of statewide customers, including state agencies, higher education institutions, fire districts, tribal governments, libraries, ports, and other public sector agencies. Reporting directly to the EAP Director, you will oversee the coordination of contracted providers, serving as the bridge between EAP and the Department of Enterprise Services (DES), to deliver high-quality solutions that maximize the state government's ability to serve its people.
The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES' mission is to strengthen the business of government for a sustainable and just future. We do this by creating overall operating efficiencies so our state's government entities can focus on their core missions. Our buying power, economies of scale and years of experience help government get the best value for the products and services they need to support their missions. We value Respect, Integrity, Excellence, Diversity, Equity and Inclusion. We seek new team members who share our commitment to be an equity-driven and antiracist organization. We listen to customers and team members to understand what they need and expect. We promote creativity, learning and improvement to meet those needs and adapt to the ever-changing business environment. We measure our results and seek feedback to improve our performance.
Who You Are:
As a Provider Services Manager, you will play a vital role in ensuring the success of Washington State's Employee Assistance Program (EAP) by managing contracted provider relations. Your responsibilities will include serving as a strategic partner to address agency concerns related to employee mental and behavioral health, thereby supporting the mission of Enterprise Services. You will work closely with a diverse range of statewide customers, including state agencies, higher education institutions, fire districts, tribal governments, libraries, ports, and other public sector agencies. Reporting directly to the EAP Director, you will oversee the coordination of contracted providers, serving as the bridge between EAP and the Department of Enterprise Services (DES), to deliver high-quality solutions that maximize the state government's ability to serve its people.
Why You Should Join Us:
The Department of Enterprise Services offers:
- A great total compensation and benefits package;
- Paid Vacation, Leave, and Holidays;
- A healthy work/life balance, which may include flexible work schedules, teleworking, and an Infants in the Workplace Program;
- An agency-wide commitment to diversity, equity, inclusion and respect, and leaders who encourage all employees to bring their authentic selves to work;
- Access to several state business resource groups including the Rainbow Alliance and Inclusion Network (RAIN); Veteran Employee Resource Group (VERG); Latino Leadership Network (LLN); Blacks United in Leadership and Diversity (BUILD); Disability Inclusion Network (DIN); Washington Immigrant Network (WIN); and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network (HAPPEN);
- Supported growth and development opportunities; and opportunities to serve your community through meaningful work.
- Manages and supports positive customer experience through clinical management and quality assurance for contracted provider network.
- Partners strategically with clinicians to address mental and behavioral health concerns of employees and stakeholders.
- Develops and oversees Employee Assistance (EA) contracts, ensuring deliverables meet clinical needs.
- Engages in targeted marketing and recruitment of new providers, ensuring timely onboarding.
- Builds and oversees nationwide service delivery network based on customer needs, ensuring effective outreach and timely payment.
- Provides expert consultation to client stakeholders, including executive leadership, managers, and HR professionals, on workplace behavioral health issues.
- Conducts virtual and on-site trainings and debriefings to ensure effective service delivery.
- Generates and manages data for utilization reports on EAP services.
- Procures out-of-state providers to expand provider network.
- Monitors client satisfaction and manages quality and risk through innovative solutions.
- Leads quality improvement efforts and analyzes client satisfaction data to drive improvements.
- Develops strategic plans for new business opportunities and provides guidance on EAP best practices to staff and stakeholders.
- Other duties as assigned.
- Demonstrated commitment to a client and customer centered culture.
- Proven experience in client engagement activities.
- Proven experience and ability to work in a team-based environment and also independently.
- Proven experience and ability to work in a fast-paced, high-stress environment.
- Excellent relationship-building and communication skills both verbally and in writing with all levels of management at a professional level.
[OPTION 1]
- Bachelor's degree in social services, counseling, public administration, or a related field; AND
- Four (4) years of related *professional experience.
- Master's degree social services, counseling, public administration, or a related field; AND
- Two (2) years of related *professional experience.
*Professional experience should include a human services or counseling background in which you have experience using a variety of tools and methods to support employee and workplace wellness, encourage healthy behaviors, and/ or overcome physical/emotional barriers. Additionally, professional experience should include experience in at least one (1) of the following:
- Account Management with experience in engaging key stakeholders to problem-solve and provide innovative solutions
- Provider Relations/Contract Management
- Coaching or Consultation with employees and/or management
- Experience and high level of comfort with public speaking and/or conducting trainings
Preferred Qualifications:
- Master's degree in social services, counseling, public administration, or a related field.
- Two (2) or more years of experience in and understanding of State, higher education, or public sector employment.
- Two (2) or more years of experience in and passion for EAP work or other similar clinic or organization.
- Certified Employee Assistance Professional (CEAP).
- Facilitation of Incident Stress Management (ISM) or other group processes.
- Experience with consulting: Employed expertise, credibility, and effective partnering to help managers and state employees identify, evaluate, and resolve complex or sensitive issues, problems, and service needs.
- Experience with interviewing: Used effective techniques for communicating and asking questions in ways that enhance clarity, information flow and reliability of information.
- Experience with analysis: Used data and information in a clear and rational thought process to assess and understand issues, evaluate options, form accurate conclusions, and make decisions.
- Experience with and passion for strategic development work within organizations.
- Business experience in developing strategies that match/exceed customer expectations.
- Ability to multi-task and show flexibility towards service requests.
- Strong computer skills and knowledge of Word, Excel, Outlook, and presentation software.
- A letter of interest describing how you meet the qualifications for this position as outlined in the job posting
- A current resume detailing experience and education
- A current list of at least three (3) professional references with current contact information
- Background Check Notice: Prior to any new appointment into the Department of Enterprise Services, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.
Contact Information:
For questions about this recruitment or to request a reasonable accommodation in the application process, contact George Deguzman at jobs@des.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
Follow DES on LinkedIn, Twitter and Facebook | Subscribe to DES job alertsEmployment Type: Full Time - Permanent
