# Senior Manager, Benefit Verification & Authorization Operations

**Company:** [Prompt Health](https://hotfix.jobs/companies/prompt-health)
**Location:** Remote
**Role:** Business Operations
**Salary:** $100k – $120k/yr
**Experience:** 8+ years
**Skills:** Operations Management, Service Delivery, Revenue Cycle Management, Process Improvement, Standard Operating Procedures, Performance Metrics, Quality Assurance, Capacity Planning, Data Analysis, Artificial Intelligence, Automation, Workflow Design, Customer Onboarding, People Management, Cross-Functional Collaboration
**Posted:** 2026-08-14

> Leads the buildout and scaling of benefit verification and authorization operations, establishing processes, performance systems, customer workflows, and leadership practices. The role partners closely with AI Engineering to automate work and improve service quality, capacity, and customer experience.

## Job Description

## 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.

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