Operations Manager, Member Services – Knowledge Management

🕒 Outubro 14

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $100.000 - $115.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

👻 Score fantasma 22%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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OneImaging

SiteLinkedInTodas as Vagas

1 - 10 funcionários

🛡️ Seguros

💼 Consultoria

🏥 Saúde

Insurance • Consulting • Healthcare

OneImaging é a principal plataforma de gestão de cuidados radiológicos do país, dedicada a reduzir drasticamente o custo da imagem médica. Ao fornecer preços transparentes e integração perfeita com planos de saúde, a OneImaging permite que seus membros acessem serviços de imagem que são tipicamente 80% mais baratos que a média nacional. A empresa oferece cobertura em todo o território nacional com mais de 4. 800 centros credenciados e visa tornar a imagem diagnóstica um benefício acessível para os funcionários. Ao focar na prevenção, detecção e diagnósticos, a OneImaging auxilia no diagnóstico precoce de doenças crônicas, reduzindo, em última análise, os custos dos cuidados de saúde e melhorando os resultados para os pacientes.

Descrição

• Own the OneImaging knowledge base as the single source of truth • Own the knowledge content lifecycle by identifying and remediating outdated, duplicate, conflicting, or orphaned content • Establish and maintain governance for content ownership, review cycles, approvals, and retirement • Define and maintain knowledge architecture, including taxonomy, tagging, and organization • Monitor knowledge health, including accuracy, freshness, duplication, content gaps, and search effectiveness • Structure content to support human agents and AI-enabled support tools • Build reporting and dashboards for leadership visibility into knowledge base health • Own documentation of the full member journey, covering every process and policy from first contact through resolution • Partner with Business Owners and Product SMEs to validate documented processes against actual practice • Ensure process and policy changes are reflected consistently across documentation and the knowledge base • Build and maintain visual, end-to-end process maps across systems, teams, and handoffs • Serve as the Member Services voice into Product by translating journey pain points, knowledge gaps, and operational friction into product opportunities • Analyze journey data, member feedback, and knowledge base usage to identify product improvements • Assess downstream process and knowledge impacts of upcoming product changes • Partner with Product to validate that shipped changes improve the member experience

🎯 Requisitos

• 5+ years in knowledge management, business process management, or journey/process mapping, preferably within Digital Health, Health Insurance, Radiology, or Tech-Enabled Healthcare Services • Proven experience owning a knowledge base end-to-end, including governance practices such as ownership, review cycles, accuracy standards, and retirement • Hands-on experience building and maintaining process maps using tools such as Visio, Lucidchart, or Miro for complex, cross-functional workflows • Experience partnering with Product teams to translate operational or process insights into clear requirements or opportunities • Comfortable working without direct reports and able to drive outcomes by influencing SMEs, Product, and Operations partners • Experience with knowledge base and CRM/support platforms such as Zendesk, Salesforce, or Notion • Highly self-directed, with the ability to build governance and mapping standards from first principles • Background in radiology, medical imaging, or diagnostic services — clinical coordination, patient access, or operations — preferred • Familiarity with radiology workflows, including prior authorization, imaging order management, payer-specific protocols, and provider network coordination — preferred • Experience structuring knowledge content for AI-enabled support tools — preferred

🏖️ Benefícios

• Equity incentive plan • Competitive benefits plans

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