Sr. Manager, Operational Excellence

Intellivo • Memphis, TN

2d • Remote

About The Position

Intellivo is seeking a Senior Manager of Operational Excellence with direct experience in healthcare billing, subrogation, or health insurance operations. Reporting to the Senior Director of Operational Excellence, this hands-on player-coach role helps ensure that the processes supporting healthcare claim identification, case development, and recovery are followed consistently and work as intended. The role uses established KPIs and operational reviews to identify performance or process-adherence breakdowns, diagnose root causes, and coordinate process and technology issues through resolution. It also performs user acceptance testing (UAT) for system defects, bug fixes, and workflow changes affecting recovery operations. The role leads and develops a small team of 5–7 employees and requires healthcare operational knowledge, analytical thinking, process discipline, technology fluency, and strong follow-through.

Intellivo is an industry market leader in subrogation, helping health plans and insurers improve financial outcomes by identifying and pursuing reimbursement opportunities from alternative third-party liability payers. The company uses technology to identify opportunities while reducing burdensome outreach to plan members. Intellivo has a 26-year history and represents more than 200 of the country's largest health plans.

Requirements

• 8+ years of direct professional experience in healthcare billing or health insurance operations; candidates without this experience will not be considered.
• 3+ years of people management experience.
• Experience working with healthcare claims, billing, reimbursement, revenue cycle, payment integrity, subrogation, coordination of benefits, recovery, or related insurance workflows.
• Demonstrated ability to investigate healthcare operational issues and identify root causes across people adherence, process, workflow, technology, and data.
• Experience performing UAT for system defects, bug fixes, workflow changes, and technology implementations.
• Experience translating operational issues into clear business requirements and test scenarios.
• Strong analytical skills.
• Working knowledge of AI prompting, Power BI, and Excel.

Responsibilities

• Evaluate whether established case workflows, processes, and operating standards are followed consistently.
• Use established KPIs and performance signals to identify areas requiring investigation.
• Review operational activity across the healthcare claims and recovery lifecycle to identify breakdowns, inconsistencies, rework, delays, or unintended outcomes.
• Provide Recovery Operations leadership with clear, evidence-based findings when issues involve employee adherence, knowledge, training, or performance.
• Drive employee adoption of new processes and procedures and monitor adherence after implementation.
• Investigate operational and performance issues to determine their underlying causes.
• Determine whether issues stem from process adherence, process design, workflow, technology, automation, data, capacity, or another operational factor.
• Analyze case activity, operational data, and workflow behavior to validate findings.
• Distinguish issues requiring process or technology remediation from those requiring intervention by Recovery Operations leadership.
• Translate findings into clear recommendations and required outcomes.
• Coordinate process, workflow, system, or automation changes needed to resolve identified issues.
• Define business requirements, ownership, expected outcomes, and measures of successful resolution.
• Work across Recovery Operations, Technology, Product, Finance, Legal, and Client Services to move issues through resolution.
• Track issues, dependencies, and solutions through completion.
• Validate results after implementation to confirm that the underlying issue has been resolved.
• Coordinate and perform UAT for bug fixes, system changes, automation, and operational workflow improvements.
• Develop test scenarios based on healthcare claims, case management, and recovery workflows.
• Validate that system changes address the original operational issue without creating unintended downstream impacts.
• Document testing results, defects, and unresolved issues.
• Maintain follow-through from issue identification through testing, deployment, and post-implementation validation.
• Lead and develop a small team of 5–7 employees.

Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement savings plan with employer match.
• Paid time off and paid holidays.
• Company-paid life insurance and short-term and long-term disability coverage.
• Employee Assistance Program with counseling, financial coaching, and legal resources.
• Health Savings Account with company contributions for eligible employees.
• Wellness, healthcare advocacy, and pet benefits.
• A high-performing, collaborative culture built on ownership, accountability, continuous improvement, and meaningful impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed