Director of Operations | IRO |

Questpro; San Antonio (TX); On-site; USD 150,000 - 190,000; Full time

Job summary

Questpro is seeking a Director of Operations for an Independent Medical Review platform. You will own and scale the operations engine, ensuring 99% on-time completion and 20% annual growth in volume, while maintaining strict quality and cost controls.

You will build staffing models and partner with clinical, client success, and product teams to drive continuous improvement. Ideal candidates have 7+ years in directing high-volume healthcare operations, a proven SLA track record, and hands-on

Qualifications

• 7+ years directing high-volume healthcare operations — utilization management, IRO, or disability review preferred.
• Proven track record hitting 99%+ SLA while scaling 20%+ annually.
• Hands-on experience implementing quality systems that dropped error rates below 1% in regulated environments.

Responsibilities

• Owns the engine that scales volume and protects SLAs.
• Improve turnaround times through workflow redesign and platform optimization.
• Reduce error rates with real-time quality dashboards and coaching.
• Build scalable staffing models (internal + contractor) with controlled overtime.
• Drive client satisfaction by owning SLA performance and root-cause resolution.

Skills

High-volume operations

Utilization management

Quality systems

Data-driven

Dashboards

Root-cause analysis

Job description

Director of Operations — Independent Medical Review Platform

Our client is a fast-growing, founder-led company on a mission to make independent clinical reviews faster, more accurate, and truly evidence-based. Their platform and network of 1,000+ physician experts help managed-care clients contain costs without compromising patient care.

As Director of Operations, you'll own the engine that turns that mission into daily reality — scaling volume, tightening quality, and protecting every SLA so evidence-based care reaches more patients and payers.

What You'll Own

• Deliver 99% on-time completion of utilization, peer, disability, and IRO reviews while growing monthly volume 20% year-over-year
• Cut average turnaround from receipt to final determination by 15% within 12 months through workflow redesign and platform optimization
• Reduce clinical and administrative error rates below 1% via real-time quality dashboards and targeted physician-panel coaching
• Build a scalable staffing model (internal + contractor) that maintains <24-hour peak capacity without overtime spikes exceeding 5%
• Achieve 95%+ client-satisfaction scores by owning SLA performance, exception handling, and root-cause resolution
• Implement two major process or technology improvements per quarter that lower cost per review while preserving evidence-based standards

What You'll Have

• Direct reporting line to the founding leadership team
• A 15–25 person operations group to lead (review coordinators, quality analysts, vendor managers)
• Full access to a proprietary review platform and a 1,000-physician advisory panel
• Dedicated budget for process automation and training
• Cross-functional partners in Clinical, Client Success, and Product

What You Bring

• 7+ years directing high-volume healthcare operations — utilization management, IRO, or disability review strongly preferred
• Proven track record hitting 99%+ SLA compliance while scaling 20%+ annually
• Hands-on experience implementing quality systems that dropped error rates below 1% in a regulated environment
• Experience managing mixed internal/contractor workforces and physician-expert panels
• A data-driven operator's mindset — comfortable with dashboards, root-cause analysis, and continuous improvement

Why This Role

• Direct line to founders and the chance to shape operations at an early-stage, high-growth company
• Work alongside 1,000+ board-certified physicians whose expertise is the core of the product
• Measurable impact — every hour shaved from review time improves patient access and payer economics
• Lean, founder-led culture that values speed, evidence, and quality over bureaucracy