GM of RCM Operations

Trellis AI

3d•$120,000 - $185,000

About The Position

Trellis is hiring a GM of RCM Operations to own delivery and outcomes for its specialty pharmacy and infusion provider customers. Trellis’s AI agents automate document intake, prior authorizations, appeals, benefits checks, and related work to help patients access medication faster. Beginning in Q1 2027, customers will go live on an outcome-based model, and the GM will staff and run each customer’s operation, ensuring teams are live and meeting quality and deadline expectations. The GM will lead the escalation work that agents cannot complete, resolving cases personally as needed while building and managing a team. The role includes launching trained teams for new customers, planning staffing and schedules around volume and escalation rates, providing coverage for customers operating seven days a week, and preparing for frontline turnover. The GM will also capture staff workflows and edge cases and relay them to engineering so that agents can take over more work over time. The team serves as a backstop during volume spikes, allowing engineers to remain focused on agent development. Success in the first 45 days means the first outcome customer is live end to end with a named team, written SLA, and escalation rates measured by payer. Within three months, every customer should be live on SLA, supported by a trusted forecast, without engineers being pulled away from agent work to cover the queue. The position works directly with founders, F500 customers, and healthcare operations leaders. Healthcare or RCM experience is not required.

Requirements

Experience running delivery or operations at a fast-growing company and accountability for results.
Experience running continuous programs rather than one-off projects.
Strong execution and willingness to work difficult cases personally while building a team to handle the broader workload.
Ability to make sound decisions using messy or incomplete data.
A proactive, ownership-oriented approach to identifying and fixing problems.

Responsibilities

Own customer delivery and outcomes for Trellis’s outcome-based model.
Resolve cases that AI agents cannot complete, including prior authorizations, benefits checks, and patient intake cases.
Build and lead the escalation team handling payer calls, provider-signature submissions, medical-versus-pharmacy benefit routing, stale submission statuses, and copay program windows.
Recruit and train a team for each new customer go-live, targeting a four-to-five-week launch timeline.
Translate customer volumes and escalation rates into staffing levels and schedules, including seven-day coverage where needed.
Plan for frontline team turnover every six to twelve months.
Capture how staff handle calls and edge cases and share this information with engineering so agents can take over more work over time.
Absorb volume spikes so engineers can remain focused on agent work.
Establish and manage SLAs, measure escalation rates by payer, and maintain reliable forecasts.