Who we are:

Third way health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable provider and payer organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

Work location: 
New York City, NY
Los Angeles, CA

About the position:

We are seeking a full-time Transformation & Implementation Manager to join our team in New York, NY or Los Angeles, CA. In this role, you will lead complex client implementations across our growing provider and payer lines of business. You will be responsible for managing the full implementation lifecycle, cultivating strong client relationships, and overseeing the onboarding and training of our Colombia-based service delivery teams. Additionally, this role will lead high-impact internal transformation initiatives focused on driving operational efficiency, reducing costs, and implementing scalable technology solutions.

Responsibilities:

• Build and scale contact center teams of 5–40 agents across primary and specialty care settings, covering functions such as appointment scheduling, insurance eligibility, triage and escalations, and proactive patient outreach
• Lead end-to-end implementation of healthcare back-office administrative services including eligibility verification, prior authorization, credentialing, and provider data management
• Lead the client and service delivery team through all stages of the transition life cycle (incl. hiring, infrastructure set-up, process design, documentation, training, work shadowing, and service migration)
• Manage client relationships and multi-disciplinary teams through all stages of the implementation life cycle until go-live of steady-state operations
• Develop detailed process documentation (incl. process flows and SOPs) related to new processes that are being transitioned to Third Way Health’s centralized delivery teams
• Establish performance metrics and measurement frameworks to evaluate the effectiveness of Third Way Health’s teams post go-live
• Lead internal transformation initiatives focused on cost reduction, operational efficiency, and scalability across delivery operations
• Partner with leadership to identify and execute high-impact opportunities for process automation, workforce optimization, and technology implementation

Required skills and qualifications:

• Bachelor's degree in business, healthcare administration or related field
• 3+ years of direct experience in management consulting and/or managing complex implementations 
• 3+ years of experience supporting healthcare related organizations
• Experience designing, building, and/or building Global Business Services (GBS) organizations (incl. Shared Services, Centers of Excellence, and/or Business Process Outsourcing)
• Experience directly managing teams of 5+ employees
• Experience developing detailed process documentation incl. process flows, workflow diagrams, and Standard Operating Procedures (SOPs)
• Demonstrated proficiency in MS Office or Google Suite experience, advanced user in PowerPoint/Google Sheets, Excel/Google Sheets
• Proven solid facilitation, presentation, and organizational development skills
• Ability to plan, organize and be flexible in response to shifting priorities and managing multiple clients
• Must be able to travel up to 50% to US clients and Third Way Health locations in Latin America