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Offshore Vendor Operations Lead

Silna Health

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As an Offshore Vendor Operations Lead at Silna Health, you will play a critical role in ensuring the seamless delivery of prior authorization and benefit verification services by managing offshore vendor teams that directly support healthcare providers in clearing patients for care. Your leadership will help reduce administrative burdens on providers, enabling them to focus more on patient care and less on insurance paperwork—directly advancing Silna Health’s mission to streamline financial clearance in specialty healthcare.
• You will oversee the end-to-end performance of offshore BPO partners, ensuring accuracy, timeliness, and compliance in high-volume administrative workflows, while serving as a key liaison between vendor teams and internal Silna Health stakeholders in Core Operations and Product.
• Day to day, you will manage relationships with offshore vendor leads and team supervisors, conducting regular performance reviews, coordinating workflow handoffs, and aligning vendor capacity with fluctuating demand volumes.
• You will design, implement, and maintain vendor performance scorecards tracking key metrics such as turnaround time, error rates, and SLA adherence, using data to drive continuous improvement and accountability.
• You will own escalation pathways for operational issues, resolving discrepancies or delays in authorization processes by collaborating with vendor teams, clinical coordinators, and product engineers to prevent recurrence.
• You will lead the onboarding of new offshore vendors, including defining scope, setting up training programs, overseeing hiring cohorts, and ensuring alignment with Silna Health’s quality and compliance standards.
• You will partner with Core Operations and Product teams to identify manual, repetitive tasks in verification and authorization workflows that can be automated, providing operational insights to inform product development and process optimization.
• You will develop and enforce standardized operating procedures (SOPs) for vendor teams, ensuring consistent application of benefit verification rules including deductibles, co-insurance, out-of-pocket maximums, and exclusions.
• You will conduct coverage planning for absences (OOO) and volume spikes, adjusting vendor schedules and resource allocation to maintain service levels without disruption.
• You will document all processes, vendor interactions, and performance trends, creating clear, auditable records that support scalability and regulatory readiness.
• You will work closely with Silna Health’s leadership to translate operational feedback into strategic improvements, gaining exposure to healthcare operations, health tech product development, and cross-functional decision-making.
• Through this role, you will develop deep expertise in healthcare administrative processes, vendor management at scale, and process automation in a mission-driven environment—positioning you for advancement in health tech operations, BPO leadership, or healthcare consulting.

🎯 Requirements

• 3+ years of direct experience managing offshore BPO vendors or outsourced teams in operations-intensive environments
• Proven ability to design, track, and improve vendor performance using scorecards, SLAs, and KPIs related to accuracy, turnaround time, and compliance
• Strong process documentation skills with experience creating and maintaining SOPs, workflow diagrams, and operational guides
• Excellent cross-functional communication and interpersonal skills, with ability to influence and align distributed teams across time zones
• Highly organized, detail-oriented, and able to manage multiple priorities independently with a strong sense of urgency

🏖️ Benefits

• Highly competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision insurance
• Fully remote work arrangement with flexibility to work from anywhere
• Meaningful impact on patient access to care by improving the efficiency of prior authorization and benefit verification processes

Skills & Technologies

Senior

Remote

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Silna Health

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About Silna Health

Silna Health is a healthcare technology company that builds cloud-native software for value-based care providers. Its platform automates administrative workflows, aggregates clinical and claims data, and delivers analytics to help medical groups, IPAs, and health plans improve quality outcomes, reduce costs, and manage risk-based contracts across Medicare Advantage, Medicaid, and commercial populations.

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