Manager, Provider Services

Position Overview

The Manager, Provider Services, is responsible for overseeing the daily operations of the provider services team, ensuring optimal service delivery to providers. This role includes direct management of supervisors, focusing on operational efficiency, workforce capacity optimization, and process standardization. The Manager will implement and maintain best practices to enhance service quality, support team performance, and drive process improvements through SOP development and documentation.

What You'll Do

• Ensure alignment with business objectives and performance expectations.

• Monitor team performance, provide coaching, and establish accountability for key operational metrics.

• Develop training and support initiatives to enhance team capabilities and ensure continuous improvement in service delivery.

• Manage workforce allocation to ensure efficient handling of provider interactions and service requests.

• Analyze data to identify trends, optimize capacity, and implement process improvements to increase efficiency.

• Maintain performance dashboards and reporting tools to track key metrics and identify areas for improvement.

• Ensure a high level of service quality by identifying gaps in processes and implementing solutions to enhance the provider experience.

• Work cross-functionally with internal departments to address service-related challenges and improve overall service delivery.

• Establish feedback mechanisms to monitor provider satisfaction and drive continuous improvement initiatives.

• Lead the development, implementation, and maintenance of Standard Operating Procedures (SOPs) to ensure consistency in operations.

• Regularly review and update processes to reflect operational changes, efficiency improvements, and industry best practices.

What You'll Bring to Zelis

• Strong leadership and team management skills, with experience supervising managers or supervisors.

• Proficiency in customer service operations, preferably in healthcare, finance, or a regulated industry.

• Analytical skills with the ability to leverage data for decision-making and operational improvements.

• Experience with customer service CRM systems such as Salesforce, Zendesk, or Jira.

• Strong communication and documentation skills, with the ability to develop and enforce SOPs.

• Bachelor's degree in Business Administration, Operations Management, or a related field or equivalent experience.

• Minimum of five years of experience in customer service management, including leadership roles.

• Demonstrated experience in workforce management, process optimization, and service operations.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.