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Operations Manager

Remote • Posted 6 hours ago • Updated 4 hours ago

Contract Independent

Contract W2

Remote

$30 - $50/hr

ZennSoft

Fitment

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Job Details

Skills

SLA
SOP
Healthcare

Summary

Operations Manager (& )

Remote

C2H

Position Description: Operations Manager (Provider Experience and Program Operations) Full-Time | Remote | Onshore Position Summary The Operations Manager, Provider Experience & Program Operations is a critical leadership role within the WISeR Model team. This individual will be responsible for designing, building, scaling, and managing the day-to-day operational infrastructure that supports WISeR Providers and WISeR Clinicians participating in the prior authorization and pre-payment review model within the assigned Innovaccer jurisdiction. Reporting to senior program leadership, this role serves as the operational backbone of the WISeR Model Team: designing the processes and systems that allow the team to deliver consistent, compliant, and high-quality service at scale. The ideal candidate is both a builder and an operator: someone who can design a process from scratch and then run it with excellence.

Key Responsibilities

Help Desk Support and Provider Inquiry Management

Establish, manage, and continuously improve a multi-channel help desk operation (phone, fax, email, portal) for WISeR Providers seeking guidance on prior authorization and pre-payment submissions,

Define service level agreements (SLAs) for response and resolution times; monitor adherence and drive performance improvement.

Build escalation pathways and triage protocols to route clinical, billing, and operational inquiries to the appropriate subject-matter resources.

Oversee and support front-line staff in delivering accurate, compliant, and empathetic provider support.

Own and manage operational inboxes and communication channels, ensuring timely and accurate responses to provider inquiries.

Build templates, response libraries, and FAQs to improve efficiency and consistency across the Provider Services team.

Monitor and report on communication volume trends. Standard Operating Procedures (SOPs) and Process Documentation

Author and maintain a comprehensive library of SOPs covering all operational workflows.

Ensure SOPs are written to be clear, establish a version control and review cadence for all operational documentation; ensure SOPs are updated promptly when program requirements change.

Train team members on SOPs and conduct periodic audits to confirm adherence.

Build scalable workflows and handoff structures between help desk and clinical reviewers.

Identify automation, technology, and tooling opportunities to streamline operations; partner with IT

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91164260
Position Id: 8949338
Posted 6 hours ago

Company Info

About ZennSoft

Established in 2024, Zennsoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele. We pride ourselves on fostering global cross-cultural connections that advance both the careers of our employees and the success of our clients' businesses.

*At Zennsoft, our mission is clear: to leverage our global network to seamlessly connect businesses with the right talent and individuals with the right opportunities, all without bias. We believe in providing Global Workforce Solutions with a personalized, human touch.

*Our comprehensive range of services spans various domains, encompassing temporary and permanent staffing, Statement of Work (SOW) arrangements, payrolling, Recruitment Process Outsourcing (RPO), application design and development, program/project management, and engineering solutions.

*Currently, our team of over 5,000 professionals caters to 110+ enterprise clients worldwide, including Fortune companies. Our client base represents a diverse spectrum of industries, including Banking & Financial Services, Semiconductor/VLSI, Technology, Healthcare & Life Sciences, Government, Telecom & Media, Retail & Distribution, Oil & Gas, and Energy & Utilities.

*Headquartered in New York Zennsoft operates 4 regional offices namely New York / Texas / Canada / Mexico. We also have 3 centers strategically located in India in Bangalore, Delhi, and Hyderabad to further enhance our client service capabilities.

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