Manager, Care Operations
New
O
Oshi HealthDigital health
Remote-first flexibility — work from home anywhere within our accepted states, MST or CST preferredFull-TimeManager
Salary$120,000 – $140,000
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Job Details
- Required Skills
- Data AnalysisPeople ManagementOperations ManagementEHRHIPAA
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.
Responsibilities
- 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.
- 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.
- 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.
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