Partner & Client Lead; Remote

Role Objective

As the Partner & Client Experience Lead, you are the hands‑on architect of our customer service and onboarding unit. This is not a role for a passive manager; we are looking for a leader who can build the "machine" while operating it.

You will directly manage the team and the operational frameworks required to onboard key strategic relationships, transforming legacy manual processes into our automated, digital‑first flow. Your success is defined by your ability to drive seamless portal adoption and accelerate platform utilization, ensuring every stakeholder (Payer, Provider, and Arbitrator) receives high‑touch, direct support to resolve service issues.

1. Team Leadership & Process Architecture

• Build the Unit:
  Recruit, train, and develop a high‑performing team capable of handling technical financial inquiries and sensitive legal workflows.
• Standardize Excellence:
  Define and document the Standard Operating Procedures (SOPs) for how the team addresses friction points for all stakeholders.
• Mentorship:
  Identify and mentor the next layer of operational supervisors to ensure the unit remains resilient as volume scales.

2. Strategic Onboarding & Relationship Management

• Hands‑on Integration:
  Personally lead the onboarding of strategic Initiating Parties and Healthcare Plans, ensuring a smooth transition to our digital ecosystem.
• Relationship Acceleration:
  Act as a consultative partner, educating clients on the system’s value to drive deep portal adoption and long‑term retention.
• Cross‑Functional Advocacy:
  Partner with Revenue Cycle Management (RCM) and Payment Integrity leaders to modernize their internal payment workflows.

3. Operational Compliance & Feedback

• Regulatory Liaison:
  Partner with our Legal Department to translate complex NSA regulations into intuitive, service‑oriented protocols for your team.
• The Strategic Feedback Loop:
  Synthesize frontline feedback from the service unit to collaborate with the COO and Engineering teams on software usability and product enhancements.
• Resolution Excellence:
  Own the "resolution desk" for complex data discrepancies between IDRE adjudication portals and client financial systems.

• Experience:
  
  4–5 years of leadership experience in Customer Experience, Professional Services, or Operations, ideally within a high‑growth SaaS, Fintech, or Health Tech environment.
• The Architect Mindset: A passion for building departments from the ground up. You convert granular client feedback into scalable, automated systems.
• Industry Expertise:
  Strong understanding of the No Surprises Act (NSA) and the mechanics of the Independent Dispute Resolution (IDR) process is highly preferred.
• Technical Mindset:
  You are comfortable with system logic and can provide thoughtful solutions to technical operational issues.
• Communication:
  Exceptional ability to simplify complex financial and legal concepts into actionable guidance for high‑level stakeholders.
• Requirements:
  Must be based in the U.S. and have access to U.S.
  
  -based banking for specific operational tasks.

Vera Tru offers the opportunity to lead a critical business unit in an industry undergoing massive regulatory change. We value accountability, cultural sensitivity, and an innovative spirit. You will have the autonomy to define how our clients experience the platform and the support of a global team dedicated to fixing healthcare payments.