Manager, Care Operations

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🔥 0 minutes ago

🌵 Arizona, California, +26 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $120k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Connecting for Better Health

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2021

⚕️ Healthcare Insurance

🤝 Non-profit

🌍 Social Impact

Healthcare Insurance • Non-profit • Social Impact

Connecting for Better Health is a nonprofit coalition dedicated to improving health and social service data sharing in California. The organization brings together providers, caregivers, health plans, advocates, and community organizations to collaborate on enhancing data sharing policies. Their initiative promotes the Data Exchange Framework (DxF), which aims to facilitate secure and efficient exchanges of health and social services information to support better whole-person care.

📋 Description

• Lead and develop the Care Coordination team, ensuring SLA targets are met across all patient communication channels including in-app chat, phone, SMS, and email • Oversee the high-volume inbound patient chat queue, establishing coverage models, escalation protocols, and quality standards that enable a seamless patient experience at scale • Create and maintain conversation guides and coaching materials that equip Care Coordinators to educate patients on Oshi's programs, insurance coverage, billing, and care pathways • Develop workflows supporting patient acquisition, retention, and re-engagement to ensure patients move efficiently through the enrollment funnel • Identify and resolve bottlenecks in the patient journey, designing SOPs and scalable processes that reduce friction and improve operational efficiency • Deploy and manage human-AI collaboration tools, including AI-assisted chat routing and automated follow-ups, while maintaining human review checkpoints to protect patient safety • Ensure compliant EHR usage across the team and partner with Product to evaluate and scale new automation capabilities • Lead cross-functional initiatives aligned with OKRs, managing timelines and stakeholder communication across Care Operations, Product, Clinical, and Growth teams • Define, monitor, and enforce SLA benchmarks while maintaining real-time visibility into queue performance and HIPAA compliance • Own operational reporting across KPIs including enrollment conversion, retention, SLA adherence, and response times

🎯 Requirements

• Proven experience in care coordination or operations roles in digital health, telehealth, or virtual care settings • Demonstrated ability to manage high-volume patient communication queues and maintain SLA performance • Experience with EHR systems and AI-assisted workflow or automation tools in a healthcare context • Analytical mindset with the ability to build reports, interpret data, and translate insights into action • Deep knowledge of HIPAA, data privacy requirements, and healthcare insurance operations • Flexible with scheduling, including availability for evening or weekend oversight when required • Proven people management experience with a track record of building accountability, developing team members, and sustaining strong team morale • Systems thinker with experience designing and scaling end-to-end workflows, and adapting them as new technologies emerge • Experience managing or supporting a remote, virtual workforce

🏖️ Benefits

• Salary Range: Commensurate with experience, with annual bonus eligibility • Health Benefits: 90% employee premiums paid for medical, dental, and vision coverage • Time Off: Flexible PTO + paid holidays + 1 floating holiday • Retirement: Eligibility to contribute to 401(k) • Work Style: Remote-first flexibility — work from home anywhere within our accepted states • Growth: Professional development support as we scale • Support: Access to a dedicated Life Concierge through Overalls