Care Operations Manager

Job not on LinkedIn

🔥 11 minutes ago

🇺🇸 United States – Remote

💵 $80k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Leap

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

⚕️ Healthcare Insurance

🤝 B2B

💰 $1M Venture Round - LEAP HEALTH on 2024-03

Healthcare Insurance • B2B

Leap is the only transparent specialty infusion benefit solution for employers. It eliminates hidden drug markups and provides end-to-end coordination of specialty infusion care — from pharmacy sourcing to in-home nursing — to reduce specialty drug costs and simplify the patient experience. Leap serves self-funded employers, brokers/consultants, and patients with a tech-enabled care model that cuts infusion spending, improves engagement, and delivers in-year hard-dollar savings.

📋 Description

• Hire, train, and manage Care Operations Associates, establishing a management cadence and consistent feedback loop • Personally handle the most complex, escalated cases — denied PAs, missing documentation, provider pushback — as a hands-on player-coach through the 1/1 launch • Restructure the team into functional sub-segments (orders, prior authorizations, staffing requests) as headcount scales toward 10 Care Operations Associates • Build and enforce SLAs and KPIs across eligibility verification, prior authorization, documentation, and partner coordination • Design and run an initial QA process to validate that workflows hold up under real case volume ahead of launch • Build or redesign core workflows from scratch, and use case-level metrics to drive coaching rather than pure reporting • Own specialty pharmacy relationships, holding partners accountable to shipment scheduling and SLA commitments • Manage nursing and staffing agency partnerships across multiple states, resolving staffing conflicts and escalations • Set communication standards for issue reporting and rapport-building across LTNs, staffing agencies, and specialty pharmacies • Partner with Engineering to scope and build automations for partner request workflows • Work with the Data team to build live dashboards tracking funnel velocity, time-in-stage, and throughput • Coordinate with Intake Coordinators on consent-form volume flowing into member activation

🎯 Requirements

• 4-8+ years in specialty pharmacy, payer, or provider-side operations, with hands-on experience across at least 3 of: eligibility verification, prior authorization, insurance/payer coordination, document collection, provider relations • Direct experience personally working prior authorization denials and appeals, not just overseeing others who do • Track record of building or running SLAs/KPIs for an operations team and using those metrics to drive coaching • Experience managing external vendor relationships at scale — specialty pharmacies, nursing/staffing agencies — including holding partners to SLAs and resolving escalations • Experience managing a team through a launch, volume surge, or rapid scale event • Demonstrated ability to build or meaningfully redesign a workflow from the ground up • Comfort owning a function with audit-ready documentation and compliance standards (PHI, consent, dispense records)

🏖️ Benefits

• Offers Equity