Position SummaryUS Neuro and Highline Strategies are seeking a highly organized, process-driven leader to oversee and continuously improve arbitration operations. The Senior Manager, Arbitration Operations will serve as the central operational owner for the arbitration function, leading the team and managing the process from client onboarding and claim intake through filing, case progression, award receipt, and operational handoff for post-award follow-up.
This role is accountable for building reliable processes, preventing missed opportunities, ensuring filing accuracy and timeliness, strengthening quality controls, and creating clear accountability across both internal US Neuro claims and external client claims managed through Highline Strategies. The ideal candidate is an experienced operations and people leader who can create structure, manage risk, improve workflows, and develop a high-performing team. Prior arbitration experience is helpful but not required.
Essential Duties and ResponsibilitiesOperational Leadership
- Own day-to-day arbitration operations across US Neuro and Highline Strategies.
- Manage the operational lifecycle from client onboarding and claim intake through award receipt, with clear ownership at every stage.
- Ensure eligible opportunities are identified, tracked, prioritized, and worked within applicable deadlines.
- Monitor workload, capacity, queue health, bottlenecks, and resource allocation across the department.
- Create escalation paths for high-risk, ambiguous, or time-sensitive cases and personally drive resolution when needed.
Team Leadership and Accountability
- Lead the arbitration team, including analysts, case coordinators, software-oriented analysts, and support personnel.
- Set clear expectations, assign ownership, coach team members, and maintain consistent follow-through.
- Conduct regular operating reviews, one-on-ones, training sessions, and performance discussions.
- Build cross-training, coverage, and succession plans that reduce key-person risk.
- Create a culture where team members validate unusual information, escalate uncertainty, and do not rely on assumptions.
Process Management and Continuous Improvement
- Design, document, implement, and maintain standard operating procedures, workflow maps, checklists, and control points.
- Establish a single source of truth for client entities, filing requirements, client-specific rules, and process ownership.
- Perform root-cause analyses when errors or missed opportunities occur and implement corrective and preventive actions.
- Identify opportunities to simplify, standardize, and automate work while preserving appropriate human review.
- Partner with development and analytics resources to translate operational needs into system requirements and test workflow changes before implementation.
Quality Assurance and Risk Management
- Build and manage a formal quality assurance program for arbitration operations.
- Implement pre-filing validation controls for legal entity, client, TIN/NPI, filing forum, deadlines, documentation, and submission status.
- Use risk-based audits, exception reports, reconciliations, and second-level review for high-impact or unusual cases.
- Track defects, missed opportunities, rework, and control failures, and report corrective actions to leadership.
- Ensure reliable audit trails and complete operational documentation for internal and client cases.
Client Onboarding and Communication
- Lead the operational onboarding of new Highline Strategies clients and confirm readiness before claims enter production.
- Document each client's legal entities, provider information, systems access, claim intake method, filing requirements, contacts, and escalation procedures.
- Serve as an operational point of contact and escalation resource for client issues.
- Provide timely, clear communication regarding implementation barriers, data issues, service risks, and required client actions.
- Coordinate with clients and internal stakeholders to ensure requirements are understood and consistently executed.
Reporting and Performance Management
- Develop and maintain departmental dashboards, operating reports, and management routines.
- Monitor filing timeliness and accuracy, missed opportunities, open inventory, deadline exposure, award status, client service levels, productivity, quality, and rework.
- Use data to identify risk, prioritize work, forecast capacity needs, and recommend operational changes.
- Provide concise updates to leadership regarding performance, material risks, corrective actions, and resource needs.
Required Qualifications - Bachelor's degree in business, healthcare administration, finance, accounting, operations, or a related field.
- At least 5 years of experience in operations, project or program management, healthcare operations, revenue cycle, consulting, quality, or process improvement.
- At least 3 years of experience leading teams, with demonstrated ability to coach employees and create accountability.
- Demonstrated success designing, documenting, and improving complex, deadline-driven processes.
- Exceptional organization, attention to detail, judgment, and follow-through.
- Strong analytical, problem-solving, written communication, and stakeholder-management skills.
- Ability to manage multiple priorities and remain calm and decisive when issues arise.
Preferred Qualifications - MBA, MHA, CPA, PMP, Lean Six Sigma, or a comparable advanced degree or professional credential.
- Experience in healthcare operations, revenue cycle management, claims, legal operations, dispute resolution, or regulated workflows.
- Experience leading client onboarding or client-facing operational delivery.
- Experience partnering with software development, analytics, or automation teams.
- Familiarity with No Surprises Act or state arbitration processes.
Success Measures The Senior Manager will be expected to deliver measurable improvements in operational control, team accountability, and service reliability. Initial priorities include:
- Clear end-to-end ownership and documented accountability across every major arbitration workflow.
- Documented and adopted SOPs, checklists, escalation standards, and client-specific operating requirements.
- Effective pre-filing controls that reduce preventable errors involving entity selection, deadlines, documentation, and submission accuracy.
- Improved visibility into inventory, deadlines, quality, productivity, awards, and client issues.
- Consistent onboarding and operational readiness for new Highline Strategies clients.
- A scalable team structure with stronger training, cross-coverage, and management routines.
Ideal Candidate Profile The ideal candidate is a hands-on operator who creates order from ambiguity. This person notices when information does not make sense, asks the next question, and puts durable controls in place rather than relying on individual memory. The successful candidate will be comfortable leading people, challenging assumptions, communicating with clients, partnering with technical teams, and holding the department to a consistently high standard.
