What are the responsibilities and job description for the Operations Manager position at Xterra Health?
Operations Manager - Remote
Department: Operations
Reports To: VP of Operations
Employment Type: Full-Time, W-2 | Exempt
Location: Remote (U.S.)
About Xterra Health
Xterra Health is a veteran-focused medical consulting firm based in Salem, Ohio. We help veterans navigate the VA disability claims process by connecting them with a network of independent medical providers who produce nexus letters and disability benefits questionnaires (DBQs). Our provider network and appointment volume are growing fast and the operational infrastructure supporting them needs to keep pace.
The Role
We are hiring an Operations Manager to own the day-to-day functioning of Xterras front-end operations. This is a people-management role with direct reports, reporting to the VP of Operations and working closely with the Call Center Manager and the broader ops team.
The Operations Manager is the person who keeps provider relations, veteran escalations, the rebuttal pipeline, and order triage running without gaps. Processes that exist today are underdocumented or informal. The person in this seat will codify what works, fix what does not, and build the operational structure that lets the team scale.
If you want a fully built playbook handed to you, this is not that role. If you want to own a meaningful operational function, develop a team, and build systems that actually last this is it.
What Youll Own
Provider Relations & Experience
- Serve as the primary operational point of contact for Xterras 1099 and W-2 provider network fielding feedback, resolving issues, and ensuring providers have what they need to do the work
- Own the channel between provider-reported issues in Teams and the teams responsible for acting on them
- Manage and develop the Provider Liaison and Front End Operations Assistant
- Identify patterns in provider feedback and surface systemic issues to the VP of Operations with recommended solutions
Veteran Escalations & Difficult Case Management
- Handle escalated veteran inquiries and complaints that require judgment beyond standard Veteran Care Liaison protocols
- Work directly on high-stakes cases where the veteran relationship is at risk, in coordination with the call center team and clinical providers
- Ensure outcomes are documented and fed back into process improvements
Rebuttal & Denial Process
- Own the operational workflow for VA claim denials tracking outstanding rebuttals, coordinating provider turnaround, and ensuring no case falls through the cracks
- Work alongside the Provider Liaison to manage the full rebuttal pipeline from denial receipt through final delivery
- Identify bottlenecks in turnaround time and build or improve the process to address them
Order & Email Triage
- Oversee triage and routing of incoming orders and communications through the primary operations inbox
- Ensure the team has clear workflows and escalation criteria, and that incoming volume is handled without delay or error
- Identify recurring email categories that can be templated, automated, or eliminated
Process Documentation & Operational Structure
- Document processes that currently exist informally, starting with handoff areas between front-end ops, the call center, and providers
- Build and maintain SOPs for the functions this role owns, with enough clarity that new team members can execute from day one
- Partner with the VP of Operations and the Senior Software Developer to identify manual workflows that can be automated or improved through tooling
NCNS Tracking & Provider Payment Coordination
- Maintain accurate no-call/no-show documentation and ensure NCNS events are logged correctly and fed into payroll processes
- Coordinate with Accounting on provider payment questions tied to consult and letter activity
What Were Looking For
Required
- 3 years of operations, client services, or provider relations experience, preferably in healthcare, telehealth, or a similarly regulated environment
- Demonstrated ability to manage people directly, hold them accountable, and develop their capabilities over time
- Strong process orientation you build systems that do not require constant supervision to function
- Comfortable operating in environments where the playbook is incomplete and you are expected to write it
- Clear written and verbal communication, including the ability to handle difficult conversations with providers or veterans professionally
- Ability to work independently, prioritize across competing demands, and escalate the right things at the right time
Preferred
- Experience in healthcare operations, medical consulting, or a VA-adjacent environment
- Familiarity with GoHighLevel (GHL), Acuity, Microsoft 365, or similar platforms
- Background in provider credentialing, onboarding, or relations
- Experience inheriting underdocumented processes and turning them into durable operational infrastructure
- Prior experience in a high-growth company where speed and adaptability mattered as much as precision
- Military service or a meaningful connection to the veteran community
What to Expect
The first priority is getting oriented on the provider network, the tools, and the informal processes that currently hold things together. A meaningful amount of institutional knowledge lives with people rather than in documents extracting and codifying that knowledge is an early and important part of the job.
From there, the focus shifts to building operational structure around provider relations, veteran escalations, the rebuttal pipeline, and email and order triage. The VP of Operations will set direction and remove obstacles. Day-to-day execution and process ownership belong to this role.
The operations team is being built to support large-scale expansion. This role has real room to grow in scope and seniority as the business matures.
Compensation & Benefits
- Salary: Competitive; details provided at time of offer
- Health Insurance: Competitive Medical, dental, and vision; Eligible after 1 month
- Paid Time Off: Unlimited PTO
- 401(k): Eligible after 3 months; details provided at time of offer
- Location: Fully remote
Xterra Health is committed to supporting veterans through every step of their claims process. We build teams that reflect that mission.