Operations Manager

Operations Manager - Remote

Department: Operations

Reports To: VP of Operations

Employment Type: Full-Time, W-2 | Exempt

Location: Remote (U.S.)

About Xterra Health

Xterra Health is a veteran-focused medical consulting firm based in Salem, Ohio. We help veterans navigate the VA disability claims process by connecting them with a network of independent medical providers who produce nexus letters and disability benefits questionnaires (DBQs). Our provider network and appointment volume are growing fast and the operational infrastructure supporting them needs to keep pace.

The Role

We are hiring an Operations Manager to own the day-to-day functioning of Xterra’s front-end operations. This is a people-management role with direct reports, reporting to the VP of Operations and working closely with the Call Center Manager and the broader ops team.

The Operations Manager is the person who keeps provider relations, veteran escalations, the rebuttal pipeline, and order triage running without gaps. Processes that exist today are underdocumented or informal. The person in this seat will codify what works, fix what does not, and build the operational structure that lets the team scale.

If you want a fully built playbook handed to you, this is not that role. If you want to own a meaningful operational function, develop a team, and build systems that actually last — this is it.

What You’ll Own

Provider Relations & Experience

Serve as the primary operational point of contact for Xterra’s 1099 and W-2 provider network — fielding feedback, resolving issues, and ensuring providers have what they need to do the work

Own the channel between provider-reported issues in Teams and the teams responsible for acting on them

Manage and develop the Provider Liaison and Front End Operations Assistant

Identify patterns in provider feedback and surface systemic issues to the VP of Operations with recommended solutions

Veteran Escalations & Difficult Case Management

Handle escalated veteran inquiries and complaints that require judgment beyond standard Veteran Care Liaison protocols

Work directly on high-stakes cases where the veteran relationship is at risk, in coordination with the call center team and clinical providers

Ensure outcomes are documented and fed back into process improvements

Rebuttal & Denial Process

Own the operational workflow for VA claim denials — tracking outstanding rebuttals, coordinating provider turnaround, and ensuring no case falls through the cracks

Work alongside the Provider Liaison to manage the full rebuttal pipeline from denial receipt through final delivery

Identify bottlenecks in turnaround time and build or improve the process to address them

Order & Email Triage

Oversee triage and routing of incoming orders and communications through the primary operations inbox

Ensure the team has clear workflows and escalation criteria, and that incoming volume is handled without delay or error

Identify recurring email categories that can be templated, automated, or eliminated

Process Documentation & Operational Structure

Document processes that currently exist informally, starting with handoff areas between front-end ops, the call center, and providers

Build and maintain SOPs for the functions this role owns, with enough clarity that new team members can execute from day one

Partner with the VP of Operations and the Senior Software Developer to identify manual workflows that can be automated or improved through tooling

NCNS Tracking & Provider Payment Coordination

Maintain accurate no-call/no-show documentation and ensure NCNS events are logged correctly and fed into payroll processes

Coordinate with Accounting on provider payment questions tied to consult and letter activity

What We’re Looking For

Required

3+ years of operations, client services, or provider relations experience, preferably in healthcare, telehealth, or a similarly regulated environment

Demonstrated ability to manage people directly, hold them accountable, and develop their capabilities over time

Strong process orientation — you build systems that do not require constant supervision to function

Comfortable operating in environments where the playbook is incomplete and you are expected to write it

Clear written and verbal communication, including the ability to handle difficult conversations with providers or veterans professionally

Ability to work independently, prioritize across competing demands, and escalate the right things at the right time

Preferred

Experience in healthcare operations, medical consulting, or a VA-adjacent environment

Familiarity with GoHighLevel (GHL), Acuity, Microsoft 365, or similar platforms

Background in provider credentialing, onboarding, or relations

Experience inheriting underdocumented processes and turning them into durable operational infrastructure

Prior experience in a high-growth company where speed and adaptability mattered as much as precision

Military service or a meaningful connection to the veteran community

What to Expect

The first priority is getting oriented on the provider network, the tools, and the informal processes that currently hold things together. A meaningful amount of institutional knowledge lives with people rather than in documents — extracting and codifying that knowledge is an early and important part of the job.

From there, the focus shifts to building operational structure around provider relations, veteran escalations, the rebuttal pipeline, and email and order triage. The VP of Operations will set direction and remove obstacles. Day-to-day execution and process ownership belong to this role.

The operations team is being built to support large-scale expansion. This role has real room to grow in scope and seniority as the business matures.

Compensation & Benefits

Salary: Competitive; details provided at time of offer

Health Insurance: Competitive Medical, dental, and vision; Eligible after 1 month

Paid Time Off: Unlimited PTO

401(k): Eligible after 3 months; details provided at time of offer

Location: Fully remote

Xterra Health is committed to supporting veterans through every step of their claims process. We build teams that reflect that mission.