The Opportunity:
This is an on-site position located in Austin, TX.
The Head of Operator Engagement is the bridge between Orchestration Works and Ensemble Operations — the owner of the validation engine that makes the 120-day commitment credible. Ensemble's structural advantage is that its testing population is internal: revenue cycle operators, CDI specialists, coders, physician advisors, nurses, and the leaders who manage them all work for Ensemble. This role turns that advantage into operating discipline, ensuring every initiative is anchored by a committed Operations leader of record and validated by real front-line teammates on real work.
The role leads the permanent operational member team — eight Manager-to-AVP domain experts spanning front end, back end, underpayments and contracts, clinical, and coding — and owns validation logistics across the portfolio. It also owns the post-handoff phase: coordinating pod members as they rotate home as Adoption Champions, and tracking utilization, training, and realized ROI so that what OW proves actually lands in operations.
What You'll Own
- Operations relationships: Secure and sustain Operations leader of record commitments for every initiative, including committed front-line teammates for validation cycles — an initiative without committed Operations participation does not enter the portfolio.
- The permanent operational member team: Lead the eight Manager–AVP revenue cycle domain experts embedded in OW, developing them as the connective tissue between innovation work and operational reality.
- Validation logistics: Orchestrate real-user validation across shadow mode, parallel mode, and controlled production mode — capturing quantitative outcomes against baseline (time savings, error reduction, automation rate, exception volume) and qualitative signals (operator confusion, workarounds, trust, edge cases).
- Pod operations staffing: Ensure every pod includes Operations SMEs and an Operations Data Analyst as full members — non-optional — coordinating secondments with home organizations.
- Adoption and outcomes: Coordinate pod members rotating back to their home organizations as Adoption Champions with six- to twelve-month commitments; own utilization, training, and realized ROI tracking, reported through Control Tower.
- Feedback loops: Drive continuous feedback between front-line operations and pod teams so solutions are refined against operational reality, not assumption.
- The operational voice at the gates: Represent operational readiness and adoption risk in gate reviews across the portfolio.
What You Bring
Required
- 10+ years of experience in healthcare operations or healthcare revenue cycle management, with deep understanding of end-to-end workflows.
- Proven experience integrating technology into live healthcare operations, including workflow redesign and change management.
- Experience embedding operational SMEs into agile or pod-based delivery models.
- Familiarity with AI-driven innovation in healthcare — automation, machine learning, analytics, or decision-support systems.
- Strong understanding of healthcare compliance, regulatory considerations, and data governance.
- Strong leadership, communication, and stakeholder-influencing skills, including with senior operations executives.
Preferred
- Experience leading or supporting healthcare technology pilots or innovation programs.
- Direct exposure to AI-enabled revenue cycle tools or automation platforms.
- Experience running adoption, training, or change programs at scale.
- MBA, MHA, or advanced degree in healthcare, business, or a related field.
How We Work at Orchestration Works
- 120 days, three gates: Every initiative moves from intake to deployment-ready in 120 days or less, through three decision gates. Killing a concept at the gate is a legitimate, expected outcome — that is the model working, not breaking.
- Multi-hat, startup-like team: Roles here are broader than their titles. Leaders operate hands-on, pods rotate in and out on initiative cycles, and everyone contributes beyond their lane.
- Validated on real work: Front-line Ensemble teammates use what we build on real workflow before anything is locked. Solutions are designed around validated work, not assumption.
- Built on Core: Same codebase, same CI/CD, same Ensemble engineering bar. OW proves it; Core scales it.
- Co-located in Austin: The dedicated team and active pod members work together in person at the OW office. Candidates must currently reside in the Austin area or be willing to relocate; relocation assistance may be available for eligible candidates.
