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ASCENSION is seeking an experienced Healthcare Insurance Operations Manager to lead nationwide healthcare insurance entry and verification operations supporting the Department of Veterans Affairs Consolidated Patient Account Center Revenue Operations program.

This position is designed for a healthcare operations leader who understands both revenue-cycle insurance operations and disciplined contract/program management. The ideal candidate will have recent experience supervising high-volume insurance eligibility, policy verification, insurance entry, coordination of benefits, payer research, exception resolution, or comparable healthcare revenue-cycle activities.

This is not primarily an IT project management position. The successful candidate should understand how insurance information moves through healthcare administrative processes, how errors or rejected entries affect downstream billing and collections, and how to manage employees against measurable productivity, accuracy, timeliness, privacy, and customer-service requirements.

The individual will serve as ASCENSION’s primary operational leader for the effort and will be responsible for translating VA requirements into daily staffing, production, quality-control, training, workload-management, and corrective-action processes.

Position Summary

The Healthcare Insurance Operations Manager will provide overall contract and operational leadership for contractor personnel performing insurance entry and verification activities across VA CPAC operations nationwide.

The Manager will oversee staffing, production schedules, workload allocation, performance metrics, quality assurance, training, Government communications, access readiness, deliverables, corrective actions, subcontractor coordination, and operational risk.

The VA’s required services include establishing, updating, terminating, sequencing and resequencing insurance policies; verifying eligibility; coordinating benefits; resolving insurance discrepancies; addressing rejected insurance entries; and maintaining accurate patient insurance records in authorized VA systems.

Success in this role requires an organized and highly accountable manager who can operate in a transaction-intensive environment where both productivity and accuracy matter. The VA’s draft performance standards include at least 93% on-time completion, at least 95% data-entry quality, 100% review/action on rejected entries within five business days, and no substantiated privacy or security violations.

The successful candidate should therefore be comfortable managing by metrics, identifying emerging performance problems before service levels are missed, coaching staff, documenting corrective action, and communicating clearly with Government stakeholders.

Day-to-Day and Recurring Responsibilities

The Healthcare Insurance Operations Manager will:

• Lead day-to-day nationwide insurance entry and verification operations performed by ASCENSION and applicable subcontractor personnel.
• Manage staffing, workload assignments, schedules, productivity expectations, leave coverage, surge requirements, and operational continuity.
• Oversee healthcare insurance verification activities involving policy establishment, updates, termination, sequencing, resequencing, eligibility verification, coordination of benefits, payer research, and discrepancy resolution.
• Monitor assigned workloads to ensure insurance entries and verifications are completed within VA and Task Order performance periods.
• Track individual and team productivity, completion volumes, error rates, rejected entries, pending workloads, access issues, and other operating indicators.
• Enforce quality-management procedures designed to maintain or exceed VA’s required accuracy and timeliness standards.
• Review performance trends and implement corrective or preventive actions before problems adversely affect contract performance.
• Coordinate resolution of erroneous, incomplete, rejected, or otherwise problematic insurance entries.
• Escalate insurance records that cannot be appropriately entered or linked in VA systems to the designated VA point of contact.
• Maintain operational procedures for managing workloads across multiple CPACs, VA Medical Centers, and contractor personnel.
• Ensure contractor staff maintain required VA system and insurance-provider portal access.
• Coordinate onboarding, offboarding, systems access, credentialing, security, privacy training, and operational readiness activities.
• Develop and maintain staffing plans, training plans, transition activities, risk registers, issue logs, production trackers, and management dashboards.
• Prepare the Monthly Itemized Statement identifying completed entries, rejected entries, staffing productivity, access issues, and performance concerns.
• Prepare the Monthly Staffing Report identifying staff additions, departures, anticipated changes, primary CPAC assignments, and training updates.
• Prepare or oversee the Weekly Pending Workload Report covering facilities, received dates, remaining workload, VA Care, and Community Care entries.
• Participate in required Government conference calls, operational reviews, performance meetings, and issue-resolution sessions.
• Brief ASCENSION leadership and Government stakeholders regarding workload, staffing, service levels, risks, corrective actions, and anticipated resource requirements.
• Direct workforce training and refresher activities when VA policies, procedures, insurance requirements, or operating processes change.
• Maintain documented standard operating procedures, job aids, desk procedures, escalation paths, and quality-control processes.
• Coordinate contractor and subcontractor performance to provide one integrated operating model to the Government.
• Manage transition and startup activities, including staffing readiness, training, systems-access preparation, workflow implementation, and production-readiness validation.
• Identify operational risks involving staffing, throughput, quality, access, security, privacy, or workload fluctuations and establish mitigation actions.
• Investigate recurring quality or productivity deficiencies and determine their root causes.
• Implement documented corrective-action plans and monitor them through closure.
• Ensure required contract deliverables are accurate, organized, timely, and suitable for Government review.
• Maintain effective communication with the VA Contracting Officer’s Representative, Insurance Verification Manager, supervisors, and other authorized stakeholders.
• Protect Personally Identifiable Information and Protected Health Information throughout contract performance.
• Ensure personnel comply with HIPAA, VA privacy requirements, information-security requirements, nondisclosure obligations, and applicable Rules of Behavior.
• Report security or privacy incidents immediately in accordance with VA requirements.
• Support audits, Government quality reviews, performance surveillance, and corrective-action requests.
• Ensure personnel remain trained, qualified, productive, and capable of meeting changing VA workload requirements.