Operations Manager

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Operations Manager (& )
Remote
C2H
Position Description: Operations Manager (Provider Experience and Program Operations) Full-Time | Remote | Onshore Position Summary The Operations Manager, Provider Experience & Program Operations is a critical leadership role within the WISeR Model team. This individual will be responsible for designing, building, scaling, and managing the day-to-day operational infrastructure that supports WISeR Providers and WISeR Clinicians participating in the prior authorization and pre-payment review model within the assigned Innovaccer jurisdiction. Reporting to senior program leadership, this role serves as the operational backbone of the WISeR Model Team: designing the processes and systems that allow the team to deliver consistent, compliant, and high-quality service at scale. The ideal candidate is both a builder and an operator: someone who can design a process from scratch and then run it with excellence.
Key Responsibilities
Help Desk Support and Provider Inquiry Management
Establish, manage, and continuously improve a multi-channel help desk operation (phone, fax, email, portal) for WISeR Providers seeking guidance on prior authorization and pre-payment submissions,
Define service level agreements (SLAs) for response and resolution times; monitor adherence and drive performance improvement.
Build escalation pathways and triage protocols to route clinical, billing, and operational inquiries to the appropriate subject-matter resources.
Oversee and support front-line staff in delivering accurate, compliant, and empathetic provider support.
Own and manage operational inboxes and communication channels, ensuring timely and accurate responses to provider inquiries.
Build templates, response libraries, and FAQs to improve efficiency and consistency across the Provider Services team.
Monitor and report on communication volume trends. Standard Operating Procedures (SOPs) and Process Documentation
Author and maintain a comprehensive library of SOPs covering all operational workflows.
Ensure SOPs are written to be clear, establish a version control and review cadence for all operational documentation; ensure SOPs are updated promptly when program requirements change.
Train team members on SOPs and conduct periodic audits to confirm adherence.
Build scalable workflows and handoff structures between help desk and clinical reviewers.
Identify automation, technology, and tooling opportunities to streamline operations; partner with IT