Senior Manager, Provider Operations

The Senior Manager of Provider Operations will oversee and optimize the operational processes that support provider-facing tools and resources, ensuring that hundreds of provider practices can access critical data easily and succeed with Interwell Health. Provider-facing resources include the Interwell Learning kidney disease education program, the provider engagement portal / platform, and other new tools to support provider success in value-based care. This role involves managing recurring processes, developing training materials, and ensuring effective communication with providers. The ideal candidate has managed provider-facing platforms or materials and has a deep understanding of the risks & challenges associated with data sharing in healthcare.

What you will do:

• Develop and manage recurring processes related to provider-facing tools including Interwell Learning and the provider engagement portal. Ensure providers have timely access to information through these tools including clinical data, payments, and training.
• Regularly gather input from providers and practice administrators to understand their needs. Translate this feedback into new feature requests and process improvements.
• Identify and mitigate potential risks and challenges affecting data quality, accuracy, and usability of provider-facing resources. Collaborate with relevant teams to prioritize and resolve these challenges.
• Design and refine processes to support development and delivery of provider-facing tools. Identify opportunities for ongoing process improvement and lead initiatives to streamline workflows.
• Utilize data and metrics to monitor performance and identify trends in usage of provider-facing tools. Generate reports and insights to inform decision-making and drive continuous improvement.
• Develop and maintain comprehensive training materials and process documentation to support new user onboarding and ensure a consistent user experience for provider practices.
• Work closely with Finance, Risk & Quality, Marketing, Product & Design, and other relevant departments to ensure alignment on objectives, timelines, and resource allocation.
• Stay up-to-date with best practices and emerging technologies in healthcare data platforms and educational tools. Proactively identify opportunities to improve processes and enhance the provider user experience.

What you will need:

• Education: Bachelor's degree in a related field required; Master's degree is a plus.
• Experience: 7+ years of experience managing and optimizing healthcare applications or services, including but not limited to provider and patient portals, EHRs, healthcare finance tools, patient education tools, or telehealth platforms.
• Analytical Skills: Strong analytical experience with tools including Microsoft Excel and PowerBI.
• Provider Interaction: Proven experience working directly with providers and integrating tools into their workflows.
• CRM Experience: Experience with Salesforce or similar CRM applications is a plus.
• Project Management: Excellent project management and communication skills with the ability to thrive in a fast-paced and dynamic environment. Strong problem-solving abilities and a track record of optimizing complex operational processes.