Provider Operations Manager

Job Details

Role Type: Full-Time

Location: Fully Remote (You can be based anywhere in the United States!)

About This Role

As a Provider Operations Manager, you’ll partner with our clinical and operational leadership team to deliver an exceptional experience for our provider network and support them in their work of delivering high quality care to our clients.  

This is a great opportunity for someone who wants to:

• Manage and grow a team of talented operations associates and coordinators
• Build an efficient operational system based on key business metrics
• Create an engaging work environment for remote providers and foster their growth and retention
• Learn new skills in a rapidly changing environment

What You’ll Do

• Own provider experience alongside clinical partners – as seen in the retention metrics, NPS, and engagement metrics
• Drive the mission of making our providers lives easier throughout our operations
• Ideate, pilot, and own execution of provider engagement levers
• Foster sense of community in our provider network 
• Own management of a small team of provider operations associates and coordinators (U.S. and Philippines based), including:
• Training, onboarding, and performance management of associates and coordinators
• Monitoring and reporting on team performance against key performance indicators, driven by an understanding of business needs
• Building team engagement and and intentional, inclusive culture 
• Developing team members along their career growth goals
• Own provider support, administration and logistics across the provider team, including: 
• Provider operations and logistics (managing our provider directory, offboarding processes)
• Provider performance management
• Payroll processing QA for providers and timely payroll issue resolution
• Engagement and retention metrics and reporting
• Potential projects in credential verification and cross licensing for our providers 
• Provider network support and customer service operations and metrics reporting   
• You’ll be the first line of support for provider troubleshooting, questions and support (e.g. tech support, billing, scheduling, payroll)
• You’ll be the point of escalation for provider operations associates and coordinators and triage to leadership as necessary around trends and issues
• Reporting Zendesk ticketing metrics against SLAs and trends seen
• Partner with Clinical leads to update provider processes, SoPs and other materials as needed 
• Partner with Clinical and operational leadership to ensure a high performing provider team and ensure network adherence to Parallel quality standards and operating processes  
• Develop and draft monthly provider newsletters to keep clinical network up to date on Parallel updates and changes 
• Support clinical leads in developing materials and leading monthly provider team meetings
• Plan other events and  initiatives to foster sense of community  

What You’ll Need 

A great fit for this role will have:

• A bachelor's degree, 5+ years of relevant work experience
• Previous experience in people management 
• Professional experience working in operations that are customer or provider facing
• Previous experience managing standard operating procedures, training, and building processes
• Previous experience reporting KPIs and OKRs, or other performance metrics
• Strong customer service skills and mentality 
• Detail oriented and excellent written communication skills
• Tech savvy and able to come up to speed quickly on new systems (e.g. Zendesk)
• Bonus points if you have prior experience in a high growth start-up or other fast-paced work environment
• Bonus points if you have prior experience in working with clinicians