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Cartwheel · 2 weeks ago

Senior Manager, Provider Network Operations

United States

Full-time

Remote

Mid, Senior Level

$110K/yr - $135K/yr

5+ years exp

Cartwheel is an early-stage company building a new kind of mental health program for kids that puts schools at the center. As Senior Manager, Provider Network Operations, you will own the end-to-end provider experience and lifecycle outcomes for a network of contracted clinicians, designing systems and engagement strategies that drive provider retention and satisfaction.

Health CareMental HealthmHealthTherapeuticsWellness

Responsibilities

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

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

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

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

Qualification

Healthcare operationsProvider network managementLifecycle management programsAnalytical skillsCustomer support platformsTeam managementProject management certificationFluency in other languagesCommunication skillsRelationship-building skills

Required

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!