Provider Experience Liaison in San Francisco, California at San Francisco Health Plan

Reporting to the Manager, Provider Relations, the Provider Experience Liaison serves as the central intake and escalation point for all provider outreach requests. You will evaluate inquiries, tracking issues, and ensuring resolution across our teams. As an important associate within the Provider Relations team, the Liaison supports trend analysis, feedback loops, and coordination to enhance the provider experience. You are highly organized, professional, and skilled in team member engagement and issue management.

This is a hybrid position, based in our Downtown San Francisco office. Please note that while SFHP supports a hybrid work environment, you are required to be onsite and in-office a minimum of 4 days per month. Beginning in early 2027, the minimum onsite requirement is expected to increase to 8 days per month.

Salary: 30.00 - $36.00 per hour

WHAT YOU WILL DO:

• Be the primary contact for internal and external provider outreach requests.
• Evaluate and route inquiries to appropriate departments or staff for resolution.
• Monitor and follow-up on escalated issues to ensure satisfactory closure.
• Maintain the provider relations issue tracker, documenting all escalations, responsible parties, and resolution timelines.
• Ensure escalated issues are flagged to management and tracked through completion.
• Be the central liaison between Provider Network Managers, Provider Engagement Representatives, and other departments.
• Support internal stakeholders with provider-related requests across teams.
• Support the collection and analysis of provider feedback and issue trends.
• Collaborate with the Provider Relations Manager to identify areas for improvement and inform strategic initiatives to enhance provider satisfaction.
• Help with provider education, onboarding, and communication efforts.
• Participate in meetings and projects related to provider experience and operational performance.

WHAT YOU WILL BRING:

• Bachelor's degree in business administration, healthcare administration, or related field preferred; or equivalent work experience
• Minimum two years of experience in provider services, customer service, or healthcare operations
• Experience supporting provider-facing systems or issue resolution processes.
• Familiarity with Medi-Cal, Medicare and other government-sponsored health programs preferred.

WHAT WE OFFER:

• Health Benefits
  • Medical: You'll have a choice of medical plans, including options from Kaiser and Blue Shield of California, heavily subsidized by SFHP.
  • Dental: You'll have a choice of a basic dental plan or an enhanced dental plan which includes orthodontic coverage.
  • Vision: Employee vision care coverage is available through Vision Service Plan (VSP).
• Retirement – Employer-matched CalPERS Pension and 401(a) plans, 457 Plan.
• Time off – 23 days of Paid Time Off (PTO) and 13 paid holidays.
• Professional development: Opportunities for tuition reimbursement, professional license/membership.

ABOUT SFHP:

Established in 1997, San Francisco Health Plan (SFHP) is an award-winning, managed care health plan whose mission is to provide affordable health care coverage to the underserved low and moderate-income residents in San Francisco County. SFHP is chosen by eight out of every ten San Francisco Medi-Cal managed care enrollees and its 175,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services.

San Francisco Health Plan is proud to be an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which our people processes are applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

San Francisco Health Plan is an E-Verify participating employer.

Hiring priority will be given to candidates residing in the San Francisco Bay Area and California.

#LI-Hybrid

(Hybrid remote/in-office)