Partner Operations Manager

Manage the Documentation and Workflow Specialists team

Build and scale the team so output stays high-quality and every account's documentation meets SLA

Own workflow documentation and change management — keeping current with state and federal regulations, EMR configuration, and practice-specific protocols

Understand how medical records are created, managed, and mapped,

Set standardized training, KPIs, and SLAs for documentation quality and turnaround; manage performance and account onboarding

Own the department's operational backbone

Standardize SOPs across the Documentation and Workflow Specialists teams, and keep the Partner Portfolio and Team Workload trackers current

Proactively surface and fix process gaps before they recur

Bridge Partner Integration and Growth Partner

Equip Growth Partners with what they need on a live account — product configuration, open issues, workflow context, BPO/documentation status — and resolve escalations that touch Partner Integration or BPO

Join GP syncs and account health reviews, flagging portfolio-wide operational patterns that need attention

Manage the Agent in the Loop team

Own scheduling, coverage, and capacity across the active portfolio, plus QA review cycles, performance management, and onboarding for new accounts

Maintain operating standards (scripts, protocols, escalation thresholds) and serve as the primary contact with BPO partner leadership

Track and report KPIs (queue clearance, accuracy, escalation volume) to the Director weekly

5+ years in healthcare operations, client success, or implementation management — work in a speciality medical clinic in the medical records department with operational oversight

Demonstrated experience building or leading operations functions within a hospital or medical practice not just operating within someone else's processes

Experience developing workflow documentation that complies with varying state and federal healthcare regulations across a multi-state portfolio

Experience managing vendor teams and clinical or documentation support staff (Medical Assistants, workflow specialists, care coordinators) across multiple sites or clients

Familiarity with EMR systems (Epic, Athena, Modernizing Medicine, Nextech, or equivalent) and how medical records map into operational workflows

Experience owning operational playbooks, SOPs, and cross-team process documentation, including go-live/handoff coordination

Working knowledge of HIPAA and BAA requirements

Strong people management (multi-vendor, distributed teams), cross-functional coordination, and QA rigor — able to design training, set KPIs/SLAs, and know when to resolve versus escalate

Comfort operationalizing AI-driven products (voice AI, intelligent fax routing, automated call routing)

HIMSS certification and/or PMP — strongly preferred given this role's health-information and project-management scope

Background in specialty medical practice operations (urology, cardiology, gastroenterology, ENT, or ophthalmology)

Experience at an early- or growth-stage healthcare technology company

Familiarity with Linear, Asana, or Jira, and Slack/Google Workspace

LSSYB or equivalent operations certifications

Drive real impact. Your work helps clinics run more smoothly and gets patients care faster, with fewer headaches.

Shape something meaningful. You'll play a real role in both the systems and the experience, not just execute someone else's design.

High ownership. We trust you to lead, build, and bring ideas to life.

Work with purpose. We're solving real problems in healthcare with tools people rely on every day.

Find a way: We own outcomes — no excuses, no shortcuts. Whatever the challenge, we find a way.

Dream big: We refuse to accept that healthcare has to be broken, and we act deliberately to build a better version of it.

Obsess over the customer: Every decision starts with empathy for the people we serve — without compromising ethics, privacy, or trust.

Always be learning: We're relentless about growth — our own and each other's — because it makes us better teammates and leaders.

Move fast, deliver excellence: Speed unlocks momentum, but only paired with precision. We test, ship, and iterate quickly, and hold a high bar.