Carex is partnering with a rapidly growing, mission-driven start-up to hire a BPO Partnership Director (Healthtech) to support the rapid expansion of critical operational capabilities. Our partner offers a covered Medicaid service, helping to expand access to millions of eligible at-risk community members. This role will lead the strategic implementation and ongoing management of a Business Process Outsourcing (BPO) relationship that supports eligibility determination, pre-authorization workflows, and reimbursement claim submissions. The ideal candidate will bring expertise in BPO oversight, process optimization, and cross-functional project leadership to ensure scalable and efficient growth as well as a background in healthcare / payer setting. The ideal candidate exudes the startup, roll up your sleeves mentality to impact the greater good.
What You’ll Do
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Implementation Management
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Define project timelines, milestones, and deliverables
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Coordinate cross-functional teams including IT, operations, and compliance
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Ensure both internal and BPO teams are accountable to timelines and results
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Develop and manage migration strategies for systems, data, and workflows
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Escalate resourcing needs to internal leadership as required
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Process Mapping & Optimization
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Evaluate current workflows and develop detailed process documentation
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Identify process improvements aligned with partner capabilities
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Establish standard operating procedures (SOPs) for BPO-managed functions
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Performance & Compliance Oversight
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Define KPIs and service level agreements (SLAs) to monitor BPO performance
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Ensure compliance with contractual, regulatory, and data security standards
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Lead regular performance reviews and implement corrective actions as needed
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Stakeholder Communication & Training
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Act as the primary liaison between internal teams and the BPO partner
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Develop and deliver training for internal stakeholders interacting with BPO
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Provide regular updates to executive leadership and key stakeholders
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Risk Management & Issue Resolution
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Identify risks related to the BPO transition, including data security and regulatory concerns
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Develop mitigation strategies and contingency plans to maintain operational continuity
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Financial Oversight
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Manage implementation budget and ensure financial alignment
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Track BPO expenses and maintain contract compliance
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Future Growth Opportunities
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Lead additional cross-functional projects to support broader organizational growth
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What You’ll Bring
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Proven experience leading BPO partnerships
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Demonstrated success managing large-scale projects and organizational change
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Background in healthcare or customer support operations preferred
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Expertise in project management tools such as Asana, Microsoft Project, or Smartsheet
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Strong communication, negotiation, and stakeholder management skills
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Deep understanding of process improvement methodologies
- Proficiency in analyzing KPIs and performance data to drive continuous improvement
- Ability to travel as needed
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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