Operations Manager, Member Services – Knowledge Management

🕒 October 14

🇺🇸 United States – Remote

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 22%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OneImaging

WebsiteLinkedInAll Job Openings

1 - 10 employees

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

OneImaging is the nation's leading comprehensive radiology care management platform, dedicated to drastically reducing the cost of medical imaging. By providing transparent pricing and seamless integration with insurance plans, OneImaging enables its members to access imaging services that are typically 80% cheaper than the national average. The company offers nationwide coverage with over 4,800 accredited centers and aims to make diagnostic imaging an affordable employee benefit. By focusing on prevention, detection, and diagnostics, OneImaging helps in the early diagnosis of chronic diseases, ultimately reducing healthcare costs and improving patient outcomes.

📋 Description

• 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knowledge base as the single source of truth • Own the knowledge content lifecycle by identifying and remediating outdated, duplicate, conflicting, or orphaned content • Establish and maintain governance for content ownership, review cycles, approvals, and retirement • Define and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

🎯 Requirements

• 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

🏖️ Benefits

• Equity incentive plan • Competitive benefits plans

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