Operations Manager

ABOUT CERTIFYOS:

We are on a mission to change how the US healthcare industry deals with provider data. Our goal is to reduce the cost of healthcare by streamlining access to provider data and reducing administrative and regulatory burden on healthcare organizations.

Certify is revolutionizing the healthcare industry by laying the infrastructure upon which the next generation of provider-centric applications (network adequacy, accuracy, provider utilization, etc.) will be built. As innovative digital health plans and provider care models continue to scale and challenge traditional care models, the need for a centralized data infrastructure has never been greater. Our platform will support the future of healthcare innovation by becoming the source of truth of provider data and making that data easily accessible and actionable for the entire healthcare ecosystem.

We have built an API-first, UI-agnostic, end-to-end provider network management platform automating licensing, enrollment, credentialing, and network monitoring. With direct integrations into 100’s of primary sources, we are uniquely positioned to enhance visibility into the entire provider network management process. Our team has more than 25+ years of combined experience building provider data systems at Oscar Health and are backed by top-tier VC firms who share our vision of creating a one-of-a-kind healthcare cloud that removes the friction surrounding provider data.

At Certify, we pride ourselves on fostering a meritocratic environment that ensures every voice has an opportunity to be heard. Founded on the principles of trust, transparency, and accountability, we aim to challenge the status quo at every step and are looking for purpose-driven team members to share our journey in redefining the Healthcare data infrastructure.

ABOUT THE ROLE:

As Certify scales, we need to add rigor & structure to our operational processes to continue driving high customer satisfaction at increasingly attractive unit economics. We’re looking to hire an Operations Manager to lead a critical branch of our Operations team – someone who combines best-in-class leadership with data-driven decision making and a relentless focus on system & process optimization. This individual will oversee a growing production-focused team made up of operations analysts, specialists, and team leads.

• Team Management:
• You’ll build and manage a team that is responsible for hitting daily and weekly targets; constantly driving towards improved performance of our application processing even as volume grows.
• Initially, several analysts and specialists will report to you; you will be responsible for their growth paths and success in their roles, focusing on both individual and team metrics.
• Focus areas will include: team structure evolution; building dashboards; operational excellence; and optimizing work distribution systems across a large team.

• Process Improvement:
• Your core metrics will be split across speed, quality, and efficiency of application processing. You will be obsessing over ways to improve each of these as volume scales.
• New requirements will surface daily; you’ll need to intake information, assess options, and build quickly, developing robust, scalable workflows.
• You’ll partner with Product, Engineering, and Data teams to launch and operationalize new systems and features on the CertifyOS platform geared towards improving efficiency and client experience. 
• As we grow, you’ll both monitor our existing key business metrics – identifying trends & risk areas – as well as creating new metrics that move the business forward.

• 4+ years of people-management experience; a bonus for work experience at the intersection of operations & technology.
• Incredible coaching skills, someone who is energized by mentoring and developing world class leaders and who has experience managing a large, production-focused team.
• Laser-focus on creating the most efficient processes and driving operational improvements with your team.
• A desire to get deep in the weeds to understand how processes function and how they’re connected to driving key company metrics.
• An ability to get your hands dirty and build, being tactical for the short term and strategic for the long term.
• Are extremely organized and excel at building out or implementing systems to maintain and enable access to highly specific and technical information. Can solve problems by understanding the root cause and coming up with solutions that work not just for the current state, but that will work under predicted future complexity and growth.
• A strong track record of juggling multiple initiatives and clear ability to prioritize the most important things.
• Strong analytical skills; it’s expected that you’ll be an Excel / Google Sheets maestro, with SQL mastery a plus, and the ability to become fluent in BI tools like Looker.

• Previous experience with health insurance contracts, healthcare eligibility and authorization workflows, and healthcare claims management.
• Experience in a fast-paced operations environment, likely in a venture-backed technology company