Credentialing Team Lead

ABOUT CERTIFY:

We are on a mission to change how the US healthcare industry deals with provider data. Our goal is to reduce the cost of healthcare by streamlining access to provider data and reducing administrative and regulatory burden on healthcare organizations.

Certify is revolutionizing the healthcare industry by laying the infrastructure upon which the next generation of provider-centric applications (network adequacy, accuracy, provider utilization, etc.) will be built. As innovative digital health plans and provider care models continue to scale and challenge traditional care models, the need for a centralized data infrastructure has never been greater. Our platform will support the future of healthcare innovation by becoming the source of truth of provider data and making that data easily accessible and actionable for the entire healthcare ecosystem.

We have built an API-first, UI-agnostic, end-to-end provider network management platform automating licensing, enrollment, credentialing, and network monitoring. With direct integrations into 100's of primary sources, we are uniquely positioned to enhance visibility into the entire provider network management process. Our team has more than 25+ years of combined experience building provider data systems at Oscar Health and are backed by top-tier VC firms who share our vision of creating a one-of-a-kind healthcare cloud that removes the friction surrounding provider data.

At Certify, we pride ourselves on fostering a meritocratic environment that ensures every voice has an opportunity to be heard. Founded on the principles of trust, transparency, and accountability, we aim to challenge the status quo at every step and are looking for purpose-driven team members to share our journey in redefining the Healthcare data infrastructure.

ABOUT THE ROLE:

As Certify scales, we need to add rigor & structure to our operational processes to continue driving high customer satisfaction at increasingly attractive unit economics. We're looking to hire an Operations Team Lead to lead a critical pod of our Credentialing team – someone who combines best-in-class people leadership with strong subject matter expertise and a relentless focus on speed & quality. This individual will oversee a production-focused pod made up of operations analysts (OAs).

• People Management & Team Leadership:
• You'll be the direct manager for a team that is responsible for hitting daily and weekly targets, constantly driving towards improved performance of our file processing even as volume grows.
• Initially, several analysts will report to you; you will be responsible for their growth paths and success in their roles, focusing on both individual and team metrics.
• You will hold weekly 1:1 meetings with the operations analysts on your team to review topics like: their file quality, their file throughput, blockers they are facing, ideas for improvement, and their career growth. You will lean in with lower-and-middle performers to coach them on ways to improve their file quality and productivity.
• During company performance reviews, you will coordinate with Operations Management to determine performance ratings for the OAs on your team and you will deliver performance review conversations for your team members.
• Every day you will host a standup with your team to cover yesterday's performance and the plan for today, and on a weekly basis you will review performance from the last week with the team.

• Other focus areas will include: working to help onboard new hires; educating and supporting new team members as they train, and eventually you will be involved in the hiring process for new OAs who join your team.

• Production Management:

• You will be accountable for hitting the core performance metrics for the subset of clients that your pod leads. Your core metrics will be split across speed, quality, and efficiency of file processing. You will be obsessing over ways to improve each of these as volume scales.
• Ultimately, you will be focused on ensuring that the files your team is responsible for are within SLA for the client(s) in question, and that the quality of the files is above and beyond client expectations.
• Every day you will ensure your team's work has been effectively distributed to the OAs and that they are unblocked. You will coordinate with Credentialing Management to understand what the highest priority files are and ensure that your team is equipped to work on them.
• You will review the data of your team's performance on a daily and weekly basis, sharing information upwards to management, downwards to the team, and laterally to your peers.

• Incredible coaching skills; you're someone who is energized by mentoring and developing highly productive and happy team members
• A passion for seeing metrics improve week over weekA desire to get deep in the weeds to understand how processes function and how they're connected to driving key company metrics
• An ability to get your hands dirty and build, being tactical for the short term and strategic for the long term
• Extreme organizational skills
• A strong track record of juggling multiple initiatives and clear ability to prioritize the most important things