Prompt - Senior Manager, Benefit Verification & Authorization Operations
Requirements
• Help define and build the BVA customer experience from initial onboarding through ongoing service delivery. • Develop a structured and repeatable onboarding process that creates clear expectations, captures the information the team needs, and sets both the customer and BVA team up for success. • Identify common onboarding challenges and build processes that make implementations more efficient and consistent. • Establish clear ownership and handoffs throughout the customer journey. • Build strong ongoing partnership practices with customers, including communication expectations, performance discussions, feedback, and escalation processes. • Develop mechanisms for gathering customer feedback and ensure that feedback translates into meaningful improvements to the service. • Look across customers to identify common needs, challenges, and opportunities that should influence how BVA evolves. • Ensure customers experience BVA as a consistent and reliable partner as the service continues to grow. • LEAD AND DEVELOP THE TEAM • Lead and develop BVA Managers and other leaders, creating clear expectations around ownership, performance, and leadership. • Coach leaders to move beyond day-to-day issue resolution and develop stronger problem-solving and operational management skills. • Ensure Managers and Team Leads have the tools, processes, and information needed to effectively run their teams. • Create accountability for operational performance while providing leaders with the support needed to address challenges. • Develop a strong leadership bench and identify opportunities for continued growth and development across the team. • Create an environment where leaders and frontline team members are encouraged to identify problems, challenge inefficient processes, and contribute ideas for improvement. • 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. • Demonstrated 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 to drive decisions. • Proven ability to identify operational gaps, determine root causes, and implement scalable solutions. • Experience leading cross-functional initiatives and partnering with teams outside of your direct organization. • Experience building or improving customer onboarding, implementation, or ongoing service-delivery processes. • Strong written and verbal communication skills, with the ability to work effectively across frontline teams, leadership, customers, and technical partners. • Demonstrated ability to lead through ambiguity, manage competing priorities, and drive work from problem identification through implementation.
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 the processes, workflows, SOPs, ownership models, handoffs, and operating rhythms needed to create a consistent and scalable operation. • Evaluate how work is being completed today and identify opportunities to simplify, standardize, automate, or redesign processes. • Build processes with future growth in mind, ensuring solutions can scale as customer volume, team size, and service complexity increase. • Create clear ownership and accountability across the operation so teams understand who owns what, how work moves between teams, and when issues need to be escalated. • Identify operational risks and recurring pain points and solve root causes rather than relying on ongoing manual intervention. • Develop mechanisms to ensure new processes are successfully implemented, adopted, and maintained. • Continuously evaluate the operating model and adjust as the BVA service and customer needs evolve. • DRIVE OPERATIONAL EXCELLENCE • Establish clear expectations and measures for quality, productivity, service levels, capacity, and overall operational performance. • Build reporting and operating cadences that give leadership visibility into how the business is performing and where support or intervention is needed. • Use operational data to identify trends, understand root causes, prioritize improvements, and measure impact. • Partner with Managers and Team Leads to identify performance gaps and create sustainable solutions. • Develop quality assurance and process controls that create consistency while allowing the operation to move efficiently. • Improve how the team plans for volume and capacity so staffing and resources align with customer needs. • Create feedback loops between frontline team members, leaders, customers, and cross-functional partners to continuously improve how BVA operates. • Ensure operational changes are supported by clear documentation, training, and expectations. • PARTNER WITH AI ENGINEERING • Build a strong working partnership with the AI Engineering team and serve as a key operational partner in the development of tools and automation for BVA. • Develop a deep understanding of where the team spends time today and identify high-impact opportunities to reduce manual work and improve workflows through AI and automation. • Translate operational problems into clear use cases and requirements for technical partners. • Bring frontline and customer context into solution development to ensure tools solve the intended problem and work within BVA operations. • Partner on testing and piloting new capabilities before broader implementation. • Lead the operational implementation of new tools and workflows, including process changes, documentation, training, adoption, and feedback. • Monitor how new solutions are performing and partner with AI Engineering and BVA leaders on continued improvement. • Help measure the impact of AI and automation on efficiency, capacity, quality, and customer experience. • Help connect the day-to-day work of the team to the broader goals and direction of BVA. • PARTNER ACROSS THE BUSINESS • Serve as a strong cross-functional partner and represent BVA operational needs across the organization. • Bring together the right partners to solve problems that cross team or functional boundaries. • Communicate operational challenges, priorities, and tradeoffs clearly to leadership and cross-functional stakeholders. • Partner with leadership to evaluate new opportunities and understand the operational requirements needed to support them. • Ensure changes across the organization are thoughtfully incorporated into BVA processes and communicated to the team.
Benefits
• Competitive salaries • Remote/hybrid environment • Potential equity compensation for outstanding performance • Company-wide sponsored lunches • Company paid disability and life insurance benefits • Company paid family and medical leave • Medical, dental, and vision insurance benefits • Discounted pet insurance • Complimentary subscription to digital fitness classes and wellness content • Recovery suite at HQ – includes a cold plunge, sauna, and shower • Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. Please don't hesitate to inquire with our team.
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