IDD Waiver Provider Education & Relations Coordinator-Remote within West Virgnia

Following a 2022 merger of CNSI and Kepro, Acentra Health combines clinical services, technology solutions, and data analytics to accelerate better health outcomes. This is a great time to join our team of passionate individuals working together to pursue the most effective solutions to today’s complex healthcare challenges. Our culture is fueled by passion and driven by purpose.

Position Overview

As the IDD Waiver Provider Education & Relations Coordinator, you will play a pivotal role in overseeing provider contractual obligations, elevating positive rapport, and optimizing the customer service journey. Your dynamic responsibilities include not only nurturing partnerships but also spearheading educational initiatives that empower providers with the latest advancements in quality improvement. Stay at the forefront of innovation by remaining vigilant about updates to automated review systems, ensuring our services consistently meet and exceed expectations.

Job Responsibilities:

  •  Deliver courteous and prompt service to providers and external customers, ensuring the swift and appropriate resolution of provider issues through comprehensive education and utilization of relevant resources.
  • Engage in direct communication with providers, identifying and addressing significant concerns by collaborating with provider liaisons and proposing tailored educational resources or training to meet specific needs.
  • Recommend and develop training modules, provider manuals, assessments, and pre- and post-evaluations to enhance educational initiatives.
  • Collaborate with cross-functional teams to address provider inquiries and concerns while upholding the quality and integrity of services. Ensure alignment with contractual requirements through proactive engagement and cooperation.
  • Contribute to the development and implementation of robust policies, procedures, and quality assurance programs. Stay attuned to information systems advancements, leveraging technology to optimize service delivery and efficiency.
  • Provide helpline support, employing extensive research and resolution skills to address inquiries effectively. Supervise the Helpline Coordinator, offering ongoing training and evaluations to enhance performance and skill sets.
  • Regularly update web content to provide current and pertinent information to stakeholders, ensuring accessibility and relevance in an ever-evolving landscape.
  • Design and implement ongoing training programs for staff, equipping them with the latest policies, procedures, and industry best practices. Foster a culture of continuous learning to empower staff with the knowledge and skills needed for excellence.
  • Remain abreast of industry trends, regulatory changes, and advancements in healthcare technology. Provide regular updates to the team on relevant changes, positioning the organization at the forefront of industry standards and practices.
  • The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time.


Required Qualifications, Skills, Knowledge and Experience

  • A Bachelor’s degree in communication, education, or a related business field with a healthcare background is preferred. A Master’s degree in these disciplines is also highly desirable.
  • Possess a minimum of 4 or 5 years of hands-on experience in provider relations and education within a healthcare environment. This experience equips you with the necessary insights and expertise to navigate the complexities of the role effectively.
  • Demonstrate a track record of effectively resolving complex issues and applying acquired knowledge to drive process improvements and address provider concerns proactively. Your problem-solving skills are instrumental in fostering positive relationships and ensuring seamless service delivery.
  • Proficient in creating and delivering educational training courses using web-based or other interactive technology.
  • Preferred knowledge and experience working with Medicaid providers.
  • Demonstrate a track record of effectively resolving complex issues and applying acquired knowledge to drive process improvements and address provider concerns proactively. Your problem-solving skills are instrumental in fostering positive relationships and ensuring seamless service delivery.
  • Exhibit a proven ability to impart knowledge and train others effectively, whether in person, via telephone, or through various web-based platforms. Your adeptness in leveraging interactive technology enhances educational initiatives and facilitates seamless communication with providers.
  • Showcase expertise in customer service, particularly within helpline service programs. Your ability to supervise staff and serve as a subject matter expert (SME) enhances the quality and efficacy of support services provided to providers.
  • Maintain a professional demeanor in all interactions, complemented by outstanding public speaking skills. Your experience in delivering engaging webinars and presentations further underscores your ability to disseminate information effectively and captivate diverse audiences.
  • Ability to work independently, prioritize tasks, manage workload, and meet tight deadlines in a fast-paced environment
  • Proficient in writing policy and procedure manuals, job aids, newsletters, and website content.
  • Intermediate proficiency in Microsoft Office products.
  • Strong organizational and time management skills.
  • Bilingual proficiency in English/Spanish is a plus.


Singularly Focused. Mission Driven.  

Accelerating Better Outcomes is our Mantra! We are mission-driven to innovate health solutions that deliver maximum value and impact.

We do this through our people.

You will have meaningful work that genuinely improves people’s lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.


The compensation for this role is $52.000 to $55,000 annual base salary. Based on our compensation program, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level. Thank you.

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team