Payer Enrollment Operations Lead (GM Seat for Enterprise Client)

What You’ll Do

Launch the Account

• Lead the operational side of implementation through go-live, including standing up the team, workflows, reporting, and client cadence in collaboration with Implementation, Product, and Engineering.
• Build instrumentation from day one to track file locations, blocked items, responsible parties, and progress against commitments.
• Quickly understand payer-specific requirements, revalidation processes, and follow-ups to make informed decisions based on both work and metrics.

Run the Account

• Own end-to-end delivery against contractual SLAs and SLOs, including submission turnaround, submission quality, deficiency response, and revalidation timeliness.
• Serve as the operational point of contact for client stakeholders, ensuring overall client health and satisfaction. Conduct recurring performance reviews, manage escalations, and deliver weekly/monthly reporting.
• Lead a dedicated on/offshore team of team leads, enrollment specialists, and quality analysts, including teams in India and potentially a BPO partner, ensuring their performance aligns with SLAs.
• Handle the most escalated enrollments and collaborate with the payer relationships team to resolve systemic delays, rejections, and discrepancies.
• Establish the operating rhythm, including capacity planning, shift coverage, daily and weekly performance reviews, coaching, and performance management.

Build Leverage

• Identify and address handoff breakdowns, manual processes, and rework, partnering with Product and Engineering to automate or eliminate these inefficiencies.
• Monitor and optimize the account’s economics, including productivity, automation rate, and cost to serve, driving improvements quarterly.
• Develop playbooks from lessons learned to expedite future enterprise launches.

Grow the Portfolio

• Once the account is stable, take on additional enterprise clients.

What We’re Looking For

• 5+ years in strategy and operations, BizOps, management consulting, program management, or operations leadership, ideally in a high-growth company.
• A track record of owning outcomes end-to-end, such as launching, fixing, or scaling something, with measurable results.
• A strong bias for action; you make good decisions with incomplete information, move quickly, and course-correct efficiently.
• Structured problem-solving skills and comfort with data. You can own a KPI dashboard, identify root causes, and build a case for change (SQL is a plus).
• Experience leading teams, ideally including offshore, distributed, or vendor teams.
• Client presence; you can run an executive review, flag issues early, and arrive with a plan.
• Clear, concise communication skills for all levels within the organization.
• Nice to have: payer enrollment, credentialing, RCM, or healthcare operations experience; BPO or offshore operations management; launching a large enterprise customer; startup experience.