Operations Manager - Revenue Cycle Management at Alma (Spring Health Company)

Alma, a Spring Health Company, is on a mission to simplify access to high-quality, affordable mental health care. They achieve this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to tools that help them run their business, grow sustainably, and develop professionally. Alma operates in all 50 states, with over 20,000 therapists in their network. The company has raised $220.5M in funding and was named one of Inc’s Best Workplaces in 2022 and 2023.

As an Operations Manager on the revenue cycle management team (RCM), you will use data-driven insights to drive strategic change. You will partner closely with Operations leadership to eliminate workflow bottlenecks, improve efficiencies, and support providers with a best-in-class experience. This role involves regular collaboration with cross-functional partners, including Product/Engineering, Business Intelligence, CX Strategy, and Payer Partnerships, to ensure workflows and technology roadmaps set Alma up for success at scale.

The ideal candidate has a strong bias towards action, excels at motivating and coaching large teams, prioritizes a winning team culture, and thrives in ambiguous situations. This is a full-time, fully remote position with occasional travel for company or team events/meetings.

What you’ll do:

• Process Optimization & Scale: Identify operational bottlenecks and trends. Use data and analytics to prioritize work, design process changes, execute change management, and optimize existing workflows for continued growth and scalability.
• Cross-Functional Collaboration: Collaborate with Product & Engineering, Business Intelligence, CX Strategy, and other Core Ops teams to analyze and measure the operational impact of tools, processes, and product launches on Core Ops KPIs. Own, execute, and report on identified cross-functional escalation projects.
• Metrics Ownership, Data Analytics & Reporting: Analyze daily, weekly, and monthly program and metrics data to track operational efficiency, reporting outcomes, and key insights regularly to leadership and business stakeholders.
• Strategic Planning & Roadmap Alignment: Strategize with Operations leadership to marry staffing plans with technology roadmaps to streamline the insurance process, and support forecasting and resource planning to ensure the team is appropriately resourced.
• Team Leadership & Management: Lead, coach, and manage a core operations team (including 2+ direct reports/Team Leads and a subsequent remote frontline workforce of agents up to 20 employees); unblock the team in day-to-day escalations and foster a winning team culture.

What success looks like in this role:

• Maintain key service level agreements (SLAs) and support ticket resolution metrics within targeted operational thresholds.
• Successfully complete core workflow optimization projects within target timeframes and resource constraints.
• Achieve high internal partner and stakeholder satisfaction scores across cross-functional operations.
• Optimize operational efficiency metrics by streamlining manual steps across primary workflows.

What you’ll bring:

• 3-5 years of professional work experience in an Operations role, ideally within a startup environment, healthcare implementation, healthcare consulting, or a revenue cycle management role.
• 2-4 years of people management experience, managing teams comprised of non-exempt and exempt direct reports. Experience navigating the full spectrum of performance management, including setting expectations, delivering feedback, and supporting employees through improvement processes.
• Highly resourceful and efficient at data-driven decision-making, operational process design, improvements, and execution.
• AI-forward: Experience leveraging AI to drive speed to results.
• Relentlessly organized with meticulous attention to detail and exceptional project management skills; ability to balance attention to detail with swift execution.
• A flexible team player who can roll up their sleeves to support the team creatively and manage other projects through ruthless prioritization.
• Exceptional communication skills and a customer-centric attitude. Able to translate and communicate accurately and effectively with both internal and external stakeholders.
• Passion for mental health, Alma’s mission, and Diversity, Equity & Inclusion (DEI).