Senior Manager (IDR)

Insight Global is seeking a Senior Manager of Independent Dispute Resolution (IDR) Operations to join one of our largest healthcare clients and sit near Wilkes-Barre, PA - sitting onsite 3 times/week. This person will oversee the day-to-day execution of the client's rapidly growing IDR business. This individual will be responsible for leading a mid-large sized team, while ensuring operational excellence, regulatory compliance, and successful delivery of services under the IDR law (e.g. the No Surprises Act). The Senior Manager will own operational performance across the organization, monitoring key metrics, identifying process improvement opportunities, and ensuring cases move efficiently through the dispute resolution lifecycle. This person will serve as a senior operational leader and primary escalation point for complex case issues, customer concerns, and process-related challenges. They will work closely with leadership to develop, refine, and scale operational procedures while ensuring compliance with CMS regulations and federal IDR requirements. The ideal candidate is highly operationally focused, comfortable managing large teams in a production environment, and capable of navigating nuanced regulatory requirements. This role is expected to quickly evolve and will play a significant role in shaping the future direction of the IDR organization.

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• 7+ years of experience in operations leadership, business operations, program management, or service delivery environments
• Direct experience with Independent Dispute Resolution (IDR) processes
 Familiarity with federal contract requirements and compliance standards related to healthcare administration or dispute resolution services
• 3+ years of experience managing managers, team leads, or large-scale operational teams
• Experience overseeing operational metrics, workforce productivity, quality measures, and process performance
• Strong background driving process improvement initiatives and implementing operational efficiencies
• Experience serving as an escalation point for complex customer, client, or operational issues
• Ability to manage large teams while maintaining accountability, performance, and employee engagement
• Strong understanding of compliance-driven or highly regulated business environments
• Experience interpreting policies, procedures, regulations, and operational guidelines to ensure process adherence
• Excellent communication and stakeholder management skills with the ability to influence across multiple levels of an organization
• Strong analytical and problem-solving skills with the ability to make decisions using operational data and reporting

• Knowledge of CMS regulations, federal healthcare programs, or healthcare reimbursement operations
• Experience supporting medical claims, appeals, payment determinations, arbitration, or dispute resolution functions
• Healthcare operations leadership experience within payer, provider, healthcare services, or government contracting organizations
• Experience leading large-scale operations through periods of growth, transformation, or organizational change
• Previous responsibility for developing SOPs, operational governance frameworks, and quality assurance programs
• Experience preparing for a Director-level leadership role or managing enterprise-scale operational teams

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.