Senior Manager, Service Operations

About the Role

This position is with a partner company seeking an experienced Senior Manager of Service Operations based in the United States. This leadership role centers on optimizing key service operations to deliver accurate, compliant, and seamless experiences for members. Key functions include enrollment, billing, mailroom management, and oversight of external service providers, all aimed at ensuring operational excellence.

Key Responsibilities

• Manage enrollment and billing activities ensuring timely and accurate processing of applicant and member data.
• Oversee the completion of premium billing tasks including monthly premiums, penalties, and subsidy applications.
• Direct mailroom operations including document handling and workflow optimization.
• Act as the main contact for external service partners, managing daily communications and vendor expectations.
• Track service performance via SLAs, compliance standards, and operational metrics.
• Create and maintain vendor management processes, including scorecards, reporting, remedial actions, and continuous improvement plans.
• Collaborate with internal departments like claims, utilization management, compliance, finance, and customer experience.
• Support regulatory processes such as audits, attestations, and implementation of new regulations.
• Identify risks and resolve complex operational issues efficiently.
• Develop and update operational policies, procedures, and accountability measures.
• Lead meetings with service partners by preparing updates, monitoring tasks, and aligning priorities and deadlines.
• Evaluate existing workflows and suggest enhancements for improved efficiency and member satisfaction.
• Create strategic work plans and organize resources to achieve operational goals.
• Perform additional duties as required.

Qualifications and Experience

• Over 3 years of experience managing vendor relationships or business process outsourcing.
• At least 5 years of experience with Medicare enrollment, mailroom operations, billing, or healthcare insurance processes.
• In-depth knowledge of enrollment systems, member data management, billing workflows, and compliance requirements.
• Proven experience managing SLAs, operational performance metrics, and adherence to compliance protocols.
• Strong communication skills, both verbal and written, with a track record of building professional relationships.
• Capability to analyze operational data and reports to detect trends and provide actionable recommendations.
• Excellent organizational skills and ability to handle multiple priorities in a dynamic setting.
• Experience preparing presentations, documentation, operational reports, and performance evaluations.
• Strong problem-solving skills with an ability to independently resolve intricate operational challenges.
• Proficient collaboration across teams and business functions.
• Preferably experienced in regulated healthcare environments and familiar with Medicare Advantage operations.

Benefits and Compensation

• Competitive annual base salary ranging approximately between $129,200 and $168,000, dependent on expertise, skillset, qualifications, and location.
• Equity participation options and performance-driven bonuses.
• 401(k) program with matching contributions.
• Complete medical, dental, and vision insurance plans.
• Flexible paid vacation and paid company holidays.
• Remote-first workplace approach with flexible collaboration options.
• Mental wellness and employee health programs.
• Access to professional growth opportunities including mentorships and learning resources.
• Discounted stock purchase plan for employees.
• Reimbursement for home office setup expenses.
• Monthly allowances for cell phone and internet costs.
• Paid leave for new parents.
• Opportunities to contribute meaningfully to healthcare enhancements and operational innovations.

Additional Information

This job involves application processing through an AI-enhanced system that ensures quick and unbiased candidate evaluation. The shortlisted candidates' applications are then forwarded to the hiring organization, which manages the interview and assessment phases directly. Data privacy is maintained in line with applicable laws, and AI tools assist but do not replace human decision-making in hiring. Candidates seeking further information about data use are advised to reach out directly to the hiring entity.