Senior Manager, Benefit Verification & Authorization Operations

Responsibilities

Build and Scale the BVA Operation

• Partner with leadership to build and scale the BVA service, translating business priorities into operational plans and execution.
• Develop processes, workflows, SOPs, ownership models, handoffs, and operating rhythms for a consistent, scalable operation.
• Evaluate current work and identify opportunities to simplify, standardize, automate, or redesign processes.
• Build processes that scale with customer volume, team size, and service complexity.
• Establish clear ownership, accountability, escalation paths, and process-adoption mechanisms.
• Identify operational risks and recurring pain points and solve root causes.

Drive Operational Excellence

• Establish expectations and measures for quality, productivity, service levels, capacity, and operational performance.
• Build reporting and operating cadences that provide leadership visibility.
• Use operational data to identify trends, root causes, prioritize improvements, and measure impact.
• Partner with Managers and Team Leads to address performance gaps.
• Develop quality assurance and process controls.
• Improve volume and capacity planning so staffing aligns with customer needs.
• Create feedback loops among frontline teams, leaders, customers, and cross-functional partners.
• Support operational changes with documentation, training, and clear expectations.

Partner with AI Engineering

• Partner with AI Engineering to develop tools and automation for BVA.
• Identify high-impact opportunities to reduce manual work and improve workflows through AI and automation.
• Translate operational problems into use cases and requirements for technical partners.
• Bring frontline and customer context into solution development.
• Partner on testing and piloting new capabilities.
• Lead implementation of new tools and workflows, including process changes, documentation, training, adoption, and feedback.
• Monitor solution performance and measure impact on efficiency, capacity, quality, and customer experience.

Build the Customer Experience

• Define and build the BVA customer experience from onboarding through ongoing service delivery.
• Develop structured onboarding processes, clear expectations, information capture, ownership, and handoffs.
• Establish customer partnership practices for communication, performance discussions, feedback, and escalations.
• Gather customer feedback and translate it into service improvements.
• Identify common customer needs and challenges to inform BVA evolution.

Lead and Develop the Team

• Lead and develop BVA Managers and other leaders.
• Coach leaders in problem-solving and operational management.
• Provide Managers and Team Leads with the tools, processes, and information needed to run their teams.
• Create accountability for performance while supporting leaders in addressing challenges.
• Develop the leadership bench and support organizational growth.
• Encourage leaders and frontline team members to identify problems and improve processes.

Partner Across the Business

• Represent BVA operational needs across the organization.
• Coordinate cross-functional problem solving and communicate operational challenges, priorities, and tradeoffs.
• Evaluate operational requirements for new opportunities.
• Incorporate organizational changes into BVA processes and communicate them to the team.

Requirements

• 7+ years of experience in operations, service delivery, revenue cycle management, customer operations, or a related field.
• 3+ years of experience leading people leaders, including Managers and/or Team Leads.
• Experience building, standardizing, and improving operational processes in a growing or changing environment.
• Experience managing complex operations using performance metrics, quality measures, and operational data.
• Ability to identify operational gaps, determine root causes, and implement scalable solutions.