Senior Manager, Provider Network Operations

Cartwheel•Cambridge, MA

2d•$110,000 - $135,000•Remote

About The Position

As Senior Manager, Provider Network Operations, you will own the end-to-end provider experience and lifecycle outcomes for our rapidly scaling network of 700+ contracted clinicians. You'll design and implement the systems, processes, and engagement strategies that drive provider retention, satisfaction, and productivity. Reporting to the Director of Care Operations, you will be working as a strategic enablement partner to the clinical leadership team, and cross-functional stakeholders. You'll build the operational infrastructure that supports clinical excellence while creating margin for clinical managers to focus on care quality.

Requirements

Bachelor's degree preferred, or 5+ years of relevant experience in healthcare operations, provider/clinician network management or contractor workforce management
Proven experience designing lifecycle management programs and engagement strategies for distributed workforces
Strong analytical skills with ability to define metrics, identify patterns, and drive systematic improvements
Experience with customer support platforms (Zendesk, Kustomer, or similar)
Comfort navigating ambiguity and building infrastructure in a fast-paced, scaling organization
Outstanding communication and relationship-building skills
Experience managing and developing teams
Commitment to serving traditionally underserved communities including uninsured families, youth in foster care, English learners, and diverse student populations
Passion for our mission to tackle the youth mental health crisis!

Nice To Haves

Experience managing 1099 contractor networks or distributed clinical workforces
Background in pediatric behavioral health or school-based mental health programs
Experience with telehealth operations and remote care delivery models
Project management certification or demonstrated expertise in process improvement methodologies
Familiarity with healthcare credentialing, billing, and compliance requirements
Fluency in languages other than English

Responsibilities

Provider Lifecycle Management
Design and optimize provider experience from credentialing initiation → platform training → ongoing enablement → clinical support access → payment resolution
Maintain provider engagement and readiness during credentialing processes, ensuring clinicians remain committed and prepared to accept cases upon completion
Establish proactive engagement strategy with systematic touchpoints, replacing reactive ticket-resolution
Track and action on provider health metrics: NPS, satisfaction, case acceptance rates, availability patterns, utilization trends, support ticket volume/resolution
Conduct exit interviews and root cause analysis on churn drivers; translate insights into retention interventions
Define and baseline key performance metrics for provider engagement, retention, time-to-productivity, and satisfaction
Provider Enablement & Infrastructure
Build operational infrastructure: training programs, support workflows, engagement campaigns, platform adoption initiatives, EHR best practices guides
Partner with Clinical on new program launches—create operational guides and enablement materials (e.g., school avoidance program, direct-to-psychiatry)
Design automated monitoring tools and alerts that identify providers needing proactive support
Develop metrics dashboards to track provider lifecycle health and predict retention risk
Cross-Functional Partnership
Serve as strategic enablement partner to Clinical leadership, providing data insights and operational support that inform clinical strategy
Partner with Clinical Training Lead on operational onboarding logistics (system access, platform navigation, payment setup)
Collaborate with Care Coordination on provider performance feedback (responsiveness, client satisfaction, reassignment rates)
Work with People Team on payment resolution, compensation questions, and contract/employment logistics
Partner with RCM related to documentation and billing practices
Coordinate with Clinical Quality team on performance coaching needs and escalations
Collaborate with Product/R&D to identify platform friction and serve as stakeholder in building internal EHR
Create operational margin for Clinical Managers by absorbing operational bandwidth
Team Leadership
Lead and develop Provider Success team (starting with 2 direct reports)
Establish team goals, performance standards, and professional development plans
Set quality standards for provider-facing interactions

Benefits

Competitive compensation
Generous PPO medical, vision, and dental/ortho coverage
Life Insurance
Generous paid time off, including company closure from Christmas-New Years (12/25-1/1)
Paid holidays and sick leave
Paid parental leave
401K with employer match
Meaningful equity ownership stake in Cartwheel
Flexible and remote role with regular in-person retreats
Annual learning stipend
Laptop