Care Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the patient journey from the moment of enrollment through ongoing care.

• Create and oversee workflows for patient onboarding, scheduling, communications, and administrative care coordination.

• Engage directly with families to investigate and resolve issues while coordinating with clinicians and partners.

• Assist families in navigating insurance and billing inquiries and address outstanding issues with revenue cycle and insurance partners.

• Design processes to engage families, gather feedback, pinpoint barriers to care, and enhance retention and satisfaction.

• Set patient support standards, escalation pathways, and processes for coverage.

• Provide support for everyday administrative needs of clinicians and facilitate coordination among families, clinicians, and internal teams.

• Aid in onboarding, training, and potentially managing administrative and patient support team members.

• Develop and maintain standard operating procedures (SOPs), playbooks, communication templates, and other resources for care delivery.

• Monitor operational metrics, identify recurring issues, and collaborate with Engineering and Clinical teams to implement solutions.

• Utilize AI, automation, and innovative tools to minimize administrative tasks and enhance experiences for both patients and clinicians.

• Collaborate with the Head of Operations to take projects from concept to implementation.

⛳️ Requirements

• A minimum of 3 years of experience in healthcare operations, patient operations, care coordination, or a similar role.

• Experience interacting directly with patients and clinical teams within a US healthcare environment.

• Knowledge of US healthcare insurance, patient billing, and administrative care delivery processes.

• Proven ability to independently manage projects from initial planning through to execution.

• Exceptional communication skills, with the ability to handle sensitive discussions with families effectively.

• Strong organizational and analytical abilities, coupled with excellent judgment.

• Proficiency in using AI and automation to enhance productivity and operational efficiency.

• Must be based in the US.

• Willingness to occasionally assist with patient operations beyond conventional business hours.

• Nice to have: Experience in an early-stage healthcare organization.

• Nice to have: Experience in establishing or scaling a patient operations or care coordination function.

• Nice to have: Experience in managing or training administrative or patient support team members.

• Nice to have: Experience in pediatrics, specialty care, or multidisciplinary care delivery.

🏝️ Benefits

• Health benefits.

• 401(k) plan.

• Unlimited paid time off (PTO).

• Remote work flexibility.

• Full-time employment.