Wheel

Operations

• Own the day-to-day tracking and progress of clinician credentialing and payer enrollment workflows, ensuring applications move forward accurately and on time.
• Identify and resolve blockers across credentialing, enrollment, and re-credentialing processes.
• Support clinicians directly by guiding them through credentialing and enrollment requirements and helping resolve missing or incomplete documentation.
• Monitor re-attestation, re-credentialing, and ongoing compliance requirements to prevent downstream delays.
• Analyze credentialing and enrollment data to surface trends, risks, and opportunities for improvement.
• Prepare clear reporting for internal stakeholders, audits, and leadership
• Identify process gaps, inefficiencies, or manual work and help implement improvements over time.
• Use spreadsheets, dashboards, and internal tools to manage workflows and track performance.
• Provide subject matter expertise to Wheel team members and/or clinicians about Wheel’s credentialing and payer enrollment operations.
• Review clinician licensure and, in collaboration with the Marketplace team, identify strategies to increase clinician capacity and earnings.
• Assist with additional duties as assigned by the Manager to support Wheel’s Provider Operations.
• Communicate clearly, professionally, and empathetically with clinicians and internal partners.

Operations Associate, Credentialing and Payer Enrollment

Account Manager

• Establish strong and long-lasting relationships with our existing clients.
• Ensure overall customer satisfaction by proactively addressing concerns.
• Develop strategic account plans and identify opportunities for upselling and cross-selling.
• Lead contract renewals and manage the renewal process.
• Develop a deep understanding of our virtual health products and their applications.
• Coordinate with Implementation teams for client onboarding.
• Partner with sales and internal teams on strategic plans.

Strategic Account Manager

Implementation Specialist

• Own post-contract client implementations from Sales handoff through successful launch
• Lead complex, cross-functional projects across planning, design, validation, and go-live
• Build and manage detailed project plans, timelines, and risk mitigation strategies that adhere to contract
• Serve as a consultative partner to clients and internal teams, translating program goals into scalable solutions
• Lead weekly client status calls and manage executive-level stakeholder relationships
• Act as the internal voice of the client, collaborating closely with Product, Engineering, Operations, and Sales
• Proactively identify healthcare-specific requirements, risks, and dependencies
• Create concise executive-level status updates highlighting progress, risks, and decisions
• Manage the capture, review and approval project change management requests
• Continuously identify and implement best practices to improve efficiency and scalability
• Develop deep expertise in Wheel’s platform, services, and implementation approach

Senior Implementation Manager

Customer Support

• Triage or respond to second level Zendesk support tickets within SLA guidance
• Answer incoming calls from our clients, patients, and pharmacies
• Handle more complex technical troubleshooting and sensitive situations
• Problem solve and de-escalate
• Effectively escalate tickets past the tier 2 queue if required
• Work cross functionally with other teams when required to solve an issue
• Vet and submit JIRA tickets for Engineering and Operations teams

Customer Support Specialist

Manager

• Build and execute outbound motions into enterprise and scaled digital health accounts
• Develop target account plans, map stakeholders, and multi thread outreach across business, product, and clinical leaders
• Run structured qualification calls to confirm fit, urgency, buying process, and next steps
• Create sales accepted opportunities with crisp context and clear next steps for the sales owner
• Partner with Marketing on campaign follow up, event conversion, and messaging feedback loops
• Support targeted outbound sprints or inbound qualification for Life Sciences and Data when needed
• Maintain accurate activity, stage movement, and next step ownership in Salesforce
• Provide weekly visibility into meetings created, opportunities created, conversion, and aging
• Take ownership of inbound lead management process, including tiering, routing coordination, acceptance visibility, and recycling
• Partner with Marketing and RevOps on form optimization, noise reduction, and inbound automation improvements
• Establish repeatable reporting and operating cadence for lead health and opportunity creation

Manager, Market Development

Director

• Lead, coach, and develop the Wheel’s clinical team, ensuring alignment with organizational goals and a culture of excellence and accountability.
• You will lead collaborations with Wheel P.C. ensuring there are mechanisms in place to inspect quality, experience and access of our products to customers.
• Set clear KPIs for clinical operations and quality, using data to drive continuous improvement and operational performance.
• Foster a high-performing, mission-driven team through mentorship, structured feedback, and growth opportunities.
• Serve as a cross-functional leader, collaborating with Product, Solutions, Customer Success, and Network Operations to ensure a cohesive care delivery experience.
• Oversee the development of clinical protocols for new programs in partnership with the Medical Director, Clinical Program Design ensuring that products are developed in coordination with other stakeholders (product, solutions, ops, and account management).
• Ensure that programs are aligned with Wheel’s operational clinical protocols and that clear metrics for performance are aligned with prospective clients and appropriately detailed in contractual agreements.
• Drive toward consistent protocols for key condition areas across clients so as to simplify the clinician experience.
• Oversee the operational execution of client implementations, ensuring clinical accuracy, regulatory compliance, and successful go-lives.
• Act as a clinical operations escalation point for key clients and internal stakeholders, translating needs into scalable solutions.
• Standardize and optimize workflows across clinical onboarding, training, and clinician support.
• Lead the development and execution of Wheel’s clinical quality and patient safety programs, including audit frameworks, incident reporting, and continuous improvement processes.
• Own the clinical regulatory strategy, including collaborative practice agreements and ongoing legal/compliance partnerships.
• Proactively monitor and address clinical escalations, remediating quality concerns and reinforcing a culture of clinical accountability.
• Partner with Product and Engineering to enhance tools that support clinical workflows, quality monitoring, and clinician performance.
• Ensure the availability, reliability, and impact of key third-party clinical platforms and systems.
• Design scalable processes that improve efficiency, reduce cost per case, and enhance clinician and patient experiences.