Senior Network Operations Manager, Specialty Care

The Network Operations Manager will join the Specialty Care team. This team is responsible for building out new programs to support our highest acuity members. In this role, you will lead and enhance provider network operations, ensuring the highest standards in provider vetting and seamless referral coordination for our Specialty Care programs. You’ll work cross-functionally with Clinical and Provider Operations to create processes and improve how we evaluate, onboard, and operationalize providers and provider groups. You’ll also work with partners externally - you will actively research, identify, and engage with external specialty care providers and facilities to grow our network. You’ll report into the Director of Operations, Specialty Care. Provider Vetting & Network Build: Lead and manage the vetting process for higher levels of care (HLOC) providers across multiple specialties, establishing critical partnerships to ensure full spectrum of care delivery. Support customer-specific provider vetting, ensuring key accounts have access to trusted, high-quality external provider partners. Build and maintain an internal provider vetting framework in partnership with Provider Operations and Clinical teams to drive a consistent, elevated standard for all provider partners specific to Specialty Care. Define and document vetting criteria and workflows, integrating feedback loops from internal stakeholders and clinical partners. External Provider Sourcing & Relationship Building: Conduct external research to identify high-quality providers, facilities, and services to meet evolving Specialty Care needs. Act as a primary point of contact with external provider organizations, conducting outreach, assessments, and initial vetting. Maintain a strong understanding of the behavioral health provider landscape. Collaborate with Clinical and Sales & Customer Success teams to ensure the external network aligns with member needs and customer expectations. Referral Coordination & Workflow Optimization: Collaborate with internal Clinical teams to design and document SOPs for referral processes. Identify opportunities to support referrals through AI-based tools or workflow automation, improving efficiency and consistency. Serve as an operational lead to troubleshoot and evolve internal referral pathways for high-acuity member needs. Track key metrics and outcomes to inform and improve referral success and partner performance.