Note: The job is a remote job and is open to candidates in USA. Prompt Health is seeking a Senior Manager to build and scale its Benefit Verification & Authorization (BVA) operations. The role is responsible for establishing scalable processes, driving operational excellence, partnering with AI Engineering on automation, improving the customer experience, developing leaders, and coordinating cross-functional initiatives.
Responsibilities
- Partner with leadership to build and scale the BVA service, translating business priorities into operational plans and execution
- Develop the processes, workflows, SOPs, ownership models, handoffs, and operating rhythms needed to create a consistent and scalable operation
- Evaluate how work is being completed today and identify opportunities to simplify, standardize, automate, or redesign processes
- Build processes with future growth in mind, ensuring solutions can scale as customer volume, team size, and service complexity increase
- Create clear ownership and accountability across the operation so teams understand who owns what, how work moves between teams, and when issues need to be escalated
- Identify operational risks and recurring pain points and solve root causes rather than relying on ongoing manual intervention
- Develop mechanisms to ensure new processes are successfully implemented, adopted, and maintained
- Continuously evaluate the operating model and adjust as the BVA service and customer needs evolve
- Establish clear expectations and measures for quality, productivity, service levels, capacity, and overall operational performance
- Build reporting and operating cadences that give leadership visibility into how the business is performing and where support or intervention is needed
- Use operational data to identify trends, understand root causes, prioritize improvements, and measure impact
- Partner with Managers and Team Leads to identify performance gaps and create sustainable solutions
- Develop quality assurance and process controls that create consistency while allowing the operation to move efficiently
- Improve how the team plans for volume and capacity so staffing and resources align with customer needs
- Create feedback loops between frontline team members, leaders, customers, and cross-functional partners to continuously improve how BVA operates
- Ensure operational changes are supported by clear documentation, training, and expectations
- Build a strong working partnership with the AI Engineering team and serve as a key operational partner in the development of tools and automation for BVA
- Develop a deep understanding of where the team spends time today and identify high-impact opportunities to reduce manual work and improve workflows through AI and automation
- Translate operational problems into clear use cases and requirements for technical partners
- Bring frontline and customer context into solution development to ensure tools solve the intended problem and work within BVA operations
- Partner on testing and piloting new capabilities before broader implementation
- Lead the operational implementation of new tools and workflows, including process changes, documentation, training, adoption, and feedback
- Monitor how new solutions are performing and partner with AI Engineering and BVA leaders on continued improvement
- Help measure the impact of AI and automation on efficiency, capacity, quality, and customer experience
- Help define and build the BVA customer experience from initial onboarding through ongoing service delivery
- Develop a structured and repeatable onboarding process that creates clear expectations, captures the information the team needs, and sets both the customer and BVA team up for success
- Identify common onboarding challenges and build processes that make implementations more efficient and consistent
- Establish clear ownership and handoffs throughout the customer journey
- Build strong ongoing partnership practices with customers, including communication expectations, performance discussions, feedback, and escalation processes
- Develop mechanisms for gathering customer feedback and ensure that feedback translates into meaningful improvements to the service
- Look across customers to identify common needs, challenges, and opportunities that should influence how BVA evolves
- Ensure customers experience BVA as a consistent and reliable partner as the service continues to grow
- Lead and develop BVA Managers and other leaders, creating clear expectations around ownership, performance, and leadership
- Coach leaders to move beyond day-to-day issue resolution and develop stronger problem-solving and operational management skills
- Ensure Managers and Team Leads have the tools, processes, and information needed to effectively run their teams
- Create accountability for operational performance while providing leaders with the support needed to address challenges
- Develop a strong leadership bench and identify opportunities for continued growth and development across the team
- Create an environment where leaders and frontline team members are encouraged to identify problems, challenge inefficient processes, and contribute ideas for improvement
- Partner with leadership on organizational needs as the business grows, including team structure, leadership capacity, and evolving roles and responsibilities
- Help connect the day-to-day work of the team to the broader goals and direction of BVA
- Serve as a strong cross-functional partner and represent BVA operational needs across the organization
- Bring together the right partners to solve problems that cross team or functional boundaries
- Communicate operational challenges, priorities, and tradeoffs clearly to leadership and cross-functional stakeholders
- Partner with leadership to evaluate new opportunities and understand the operational requirements needed to support them
- Ensure changes across the organization are thoughtfully incorporated into BVA processes and communicated to the team
Skills
- 7+ years of experience in operations, service delivery, revenue cycle management, customer operations, or a related field
- 3+ years of experience leading people leaders, including Managers and/or Team Leads
- Demonstrated experience building, standardizing, and improving operational processes in a growing or changing environment
- Experience managing complex operations using performance metrics, quality measures, and operational data to drive decisions
- Proven ability to identify operational gaps, determine root causes, and implement scalable solutions
- Experience leading cross-functional initiatives and partnering with teams outside of your direct organization
- Experience building or improving customer onboarding, implementation, or ongoing service-delivery processes
- Strong written and verbal communication skills, with the ability to work effectively across frontline teams, leadership, customers, and technical partners
- Demonstrated ability to lead through ambiguity, manage competing priorities, and drive work from problem identification through implementation
Benefits
- Remote/hybrid environment
- Potential equity compensation for outstanding performance
- Flexible PTO
- Company-wide sponsored lunches
- Company paid disability and life insurance benefits
- Company paid family and medical leave
- Medical, dental, and vision insurance benefits
- Discounted pet insurance
- FSA/DCA and commuter benefits
- 401k
- Complimentary subscription to digital fitness classes and wellness content
- Recovery suite at HQ – includes a cold plunge, sauna, and shower
Company Overview