Provider Operations Lead
Own the end-to-end provider lifecycle—sourcing, onboarding, credential checks, activation, and ongoing quality. You'll build AI-assisted playbooks that lift responsiveness, accuracy, and trust while protecting privacy and regulatory boundaries.
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Role overview
Ops scope
Provider pipeline health from prospect → onboarding → activation → quality → recovery; US focus with global collaboration.
Quality & trust
Set the bar for profile accuracy, responsiveness, verified reviews, and safety flags; drive continuous QA sampling.
Compliance
Operationalize HIPAA boundaries, CPOM sensitivities, identity & credential checks, and incident playbooks.
AI-assisted ops
Deploy AI for triage, classification, de-duplication, and proactive nudges—measured with offline evals and human review.
Leadership
Coach a small team; partner with Product, Eng, Data, and Legal; write crisp SOPs and postmortems.
| Area | Summary |
|---|---|
| Ops scope | Provider pipeline health from prospect → onboarding → activation → quality → recovery; US focus with global collaboration. |
| Quality & trust | Set the bar for profile accuracy, responsiveness, verified reviews, and safety flags; drive continuous QA sampling. |
| Compliance | Operationalize HIPAA boundaries, CPOM sensitivities, identity & credential checks, and incident playbooks. |
| AI-assisted ops | Deploy AI for triage, classification, de-duplication, and proactive nudges—measured with offline evals and human review. |
| Leadership | Coach a small team; partner with Product, Eng, Data, and Legal; write crisp SOPs and postmortems. |
What you'll lead
AI-ops framework
Triage & routing
LLM-assisted intent detection, specialty tagging, geo validation.
Auto-route orthodontics to verified providers within 25mi; flag out-of-scope requests.
Quality automation
Profile diffing, duplicate detection, content policy checks.
Detect stock images or unverifiable claims; request evidence via templated flows.
Safety guardrails
Prompt injection resistance, PHI redaction, allow-listed endpoints.
Block free-text storing PHI; escalate edge cases to human review.
Measurement
Offline eval sets, cost/latency dashboards, periodic red-team.
Monthly audit pass-rate ≥ 97%; rollback criteria defined.
| Pillar | What it includes | Examples |
|---|---|---|
| Triage & routing | LLM-assisted intent detection, specialty tagging, geo validation. | Auto-route orthodontics to verified providers within 25mi; flag out-of-scope requests. |
| Quality automation | Profile diffing, duplicate detection, content policy checks. | Detect stock images or unverifiable claims; request evidence via templated flows. |
| Safety guardrails | Prompt injection resistance, PHI redaction, allow-listed endpoints. | Block free-text storing PHI; escalate edge cases to human review. |
| Measurement | Offline eval sets, cost/latency dashboards, periodic red-team. | Monthly audit pass-rate ≥ 97%; rollback criteria defined. |
Responsible AI
Use retrieval of vetted content and human-in-the-loop for sensitive actions. Never provide medical advice.
Playbooks & compliance
Operational playbooks
- Onboarding checklist (ID, credentials, specialties, pricing, media rights).
- Quality sampling cadence (AQL), audit trail, corrective actions.
- Escalation matrix for safety/complaints; communication templates.
Compliance & risk
- HIPAA boundary (no PHI to non-approved endpoints) and CPOM awareness.
- BAA/vendor checks for any third-party handling provider or patient data.
- Records retention & privacy notices aligned with jurisdictional rules.
Success metrics
Activation rate
% of onboarded providers who reach "bookable" within 14 days.
No drop in data accuracy or policy adherence.
First response SLA
% inquiries answered within target window by specialty.
Maintain satisfaction; no templated spam responses.
Profile quality score
Weighted completeness + evidence + recency + review integrity.
Audit false-positive rate stays ≤ 3%.
Issue resolution time
Average time from ticket creation to verified resolution.
Recurrence rate declines; root-cause tracked.
AI-ops audit pass rate
% sampled AI decisions matching gold labels.
No PHI egress; latency/cost within SLOs.
| Metric | Definition | Guardrails |
|---|---|---|
| Activation rate | % of onboarded providers who reach "bookable" within 14 days. | No drop in data accuracy or policy adherence. |
| First response SLA | % inquiries answered within target window by specialty. | Maintain satisfaction; no templated spam responses. |
| Profile quality score | Weighted completeness + evidence + recency + review integrity. | Audit false-positive rate stays ≤ 3%. |
| Issue resolution time | Average time from ticket creation to verified resolution. | Recurrence rate declines; root-cause tracked. |
| AI-ops audit pass rate | % sampled AI decisions matching gold labels. | No PHI egress; latency/cost within SLOs. |
Requirements
Must-have
- 5+ years in provider/vendor operations, marketplace ops, or network management.
- Hands-on with SOPs, SLAs, QA sampling, and incident/escalation management.
- Working knowledge of US healthcare basics (HIPAA boundary, credentialing, CPOM sensitivity).
- Data/ops literacy: funnels, cohorts, basic SQL or spreadsheets; comfort with dashboards.
- Clear written communication; experience coaching small ops teams.
Nice-to-have
- Experience with AI-assisted operations (classification, routing, QA) and evaluation basics.
- Healthcare marketplace or multi-sided platform background.
- Familiarity with Zendesk/Intercom/CRM, workflow tools, or light scripting/automation.
| Must-have | Nice-to-have |
|---|---|
|
|
Hiring process
1) Apply
Resume/CV + short note on an ops system you built (SOP/QA/automation) and the metric it moved.
2–5 business days
2) Screen
30 min on ops judgment, SLAs, and AI-ops exposure.
~1 week
3) Deep dive
Case walk-through on provider lifecycle and quality; writing sample (SOP/executive brief).
~1 week
4) Practical
Time-boxed take-home or prior work review incl. a light AI routing/QA eval task.
3–7 days
5) Panel
Cross-functional interviews with Product/Eng/Legal; safety & compliance scenarios.
~1 week
6) Offer
Comp band, benefits, start date. Background check post-offer where lawful.
48–72 hours
| Step | What to expect | Typical time |
|---|---|---|
| 1) Apply | Resume/CV + short note on an ops system you built (SOP/QA/automation) and the metric it moved. | 2–5 business days |
| 2) Screen | 30 min on ops judgment, SLAs, and AI-ops exposure. | ~1 week |
| 3) Deep dive | Case walk-through on provider lifecycle and quality; writing sample (SOP/executive brief). | ~1 week |
| 4) Practical | Time-boxed take-home or prior work review incl. a light AI routing/QA eval task. | 3–7 days |
| 5) Panel | Cross-functional interviews with Product/Eng/Legal; safety & compliance scenarios. | ~1 week |
| 6) Offer | Comp band, benefits, start date. Background check post-offer where lawful. | 48–72 hours |
Accommodation requests: email care@clinicbooking.com with subject "Interview Accommodation".
Apply
Email your applicationwith your resume/CV and one example of an ops playbook or SLA program you implemented with measurable results. If available, include a brief QA sampling plan or an AI-ops audit you ran.
Prefer an ATS? Use the application form if available.
Notices
- Equal Opportunity: We welcome applicants of all backgrounds and do not discriminate on any protected basis.
- Right to work: US work authorization required for this role; export-control compliance may apply to some tools.
- Privacy: Your data is handled per our Applicant/Candidate Privacy Notice and Records Retention Summary.
Owner/Operator: Spyface Tech Company, LLC (d/b/a "ClinicBooking"). Address: 30 N Gould St Ste N, Sheridan, WY 82801, USA · Contact: hello@spyface.com (corporate), care@clinicbooking.com (talent).
Ready to Apply?
Send your resume and a brief note about your provider operations experience to get started.
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