Manager, Provider Sales & Operations

Shape what’s next in dental technology
Join Henry Schein One!
 

Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. 
We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.

The Manager, Provider Sales & Operations position is responsible for building relationships with Henry Schein One customers, working closely with the customers and advocating Henry Schein One.  In this role you will serve as a strategic advisor to customers by developing success plans, conducting business reviews, driving product adoption, identifying growth opportunities, mitigating renewal risk, and ensuring customers achieve measurable business outcomes through their partnership with Henry Schein One. The goal is to improve the customers’ business health by leveraging and promoting Henry Schein One software solutions and service offerings.  This role proactively strengthens the relationship by improving the customers’ business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts. 
This position is Remote within the United States with up to 10% travel as needed.
What you will do:

Operations & Performance Management

• Oversee daily, weekly, and monthly execution plans across Provider Programs including marketing and operations to meet sales, quality, and service targets.

• Drive provider enrollment growth, production and program adoption through targeted sales strategies, performance management and continuous optimization

• Monitor and drive team metrics and business trends; proactively identify performance gaps, root causes, and corrective actions.

• Develop and execute operational improvement strategies that increase provider satisfaction, retention and service effectiveness 

• Design and launch a tiered provider recognition program that differentiates high-performing practices, with structured benefits, engagement touchpoints, and retention strategies tailored to each tier.

• Manage the BPO vendor relationship for Provider Care, including performance reviews, SLA adherence, and continuous improvement initiatives.

• Develop and manage a provider retention program for at-risk practices considering opt-out, including proactive outreach, education on member impact, and value reinforcement strategies to reduce practice churn.

• Manage internal workflows and escalation paths across inbound and outbound functions; identify opportunities to reduce handle time, improve first-contact resolution, and resolve service or operational issues that impact provider or member experience.

• Manage cross-functional partnerships supporting provider data feeds, fee schedule management, provider maintenance, and data accuracy initiatives.

• Conduct regular QA and call reviews across both inbound and outbound functions; calibrate quality standards and adjust training as needed.

• Prepare and present weekly, monthly, and quarterly performance reporting, business insights and leadership updates.

Provider Marketing Program (Sales)

• Lead, coach, and develop the PMP Team Lead and outbound agent team to achieve and exceed revenue and enrollment targets, including referral production and program growth goals

• Continuously refine the sales programs including messaging frameworks, competitive counter-tactics, and product education tailored to dental practices.

• Institutionalize consistent brand and value proposition messaging across all outbound sales touchpoints.

• Identify high-value practice opportunities and lead targeted outreach or re-engagement initiatives to increase new membership recommendations.

• Oversee recruitment, onboarding, and training for the PMP team; serve as the point-person for new hire ramp programs.

• Manage and optimize commission and incentive programs for agents.

• Ensure dentist list integrity; refine data collection processes and target criteria to improve outreach efficiency.

Provider Care (Inbound Operations)

• Oversee the BPO-managed Provider Care team, which handles inbound calls from dental practices related to eligibility verification, plan information, fee schedules, and practice data updates.

• Define and enforce service standards, response time targets, and quality benchmarks for inbound provider interactions.

• Ensure that dental office inquiries across all communication channels are responded to within established SLA windows.

• Define and operationalize the Provider Care-to-PMP enrollment pipeline as a core revenue driver including handoff workflows, CRM requirements, quality standards for warm transfers and conversion metrics.

Cross-Functional Collaboration & Strategy

• Partner with Product Marketing to align provider outreach with broader campaigns, develop spiffs, and support lead movement through the funnel.

• Establish and manage a dentist advisory board to collect actionable feedback, validate program value, and inform ongoing

• Maintain a continuous feedback loop with Product to surface provider and practice pain points that inform roadmap decisions.

• Define and oversee tradeshow and practice outreach strategies, including event selection, targeting, performance goals and post-event follow-up activities.

• Evaluate and optimize CRM capabilities across the Provider functions, identifying opportunities to improve lead tracking, enrollment attributions, field activities, streamlined workflows and operational efficiency.

• Identify trends impacting provider-facing operations and make data-driven recommendations to reduce friction and improve outcomes.

• Maintain deep expertise in dental savings plans, provider strategies, market trends and provider facing programs.

• Serve as voice of the provider by identifying trends, feedback and operational pain points and partnering with Product and Product Marketing and other areas of the business to improve the provider and member experience

What we are looking for:

• Typically, a bachelor’s degree or global equivalent in related discipline. Master's degree or global equivalent a plus.
• Typically, 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 1 or more years of management experience.

• Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance.

• Outstanding verbal and written communication skills and ability to resolve disputes effectively.

• Excellent presentation and public speaking skills.

• Excellent independent decision making, analysis and problem solving skills.

• Understand and act on financial information that contributes to business profitability.

• Ability to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibility.

• Lead team(s) to achieve company goals in creative and effective ways.

• Excellent planning and organizational skills and techniques.

• Communicate effectively with senior management.

• Good negotiating skills and ability to effectively manage outsourced relationships.

• Ability to influence, build relationships, understand organizational complexities and manage conflict.

• Broad professional and managerial skills with a good understanding of industry practices and company policies and procedures.

• Ability to lead virtual teams.
   

• Demonstrated ability to manage metrics-driven sales and service operations, including KPI design, performance tracking, and agent coaching

• Experience managing or overseeing BPO or outsourced contact center relationships

• Ability to analyze data from multiple sources, identify trends and inconsistencies, and develop action plans for improvement

• Experience designing and managing commission and incentive programs for outbound agents

• Familiarity with eligibility verification processes or provider data management in a healthcare or dental context a plus

• Experience with digital marketing, value-based content development, and dentist-facing sales and service

• Strong project management skills, with the ability to orchestrate, prioritize, and execute multiple initiatives

• Knowledge of customer segmentation, relational database concepts, and reporting systems

• Strong analytical, quantitative, and reasoning skills

• Ability to multi-task and perform well under pressure in a fast-paced, target-driven environment

• Strong leadership and coaching skills, including experience developing frontline team leads

What will set you apart:

• Master's degree or global equivalent a plus.
• Good understanding of industry practices
• 5+ years of Customer Success or account management experience

What you’ll gain as a #TeamSchein member
The posted range for this position is $105,000-$120,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.

A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.