Connecting for Better Health

Referral Coordinator

• Manage back-office responsibilities including referral management, prior authorizations, specialty pharmacy & infusions, and medical records to help deliver and implement clinical strategies and support member care coordination in collaboration with a multidisciplinary clinical team
• Use a high level of attention to detail, organization, and communication skills to obtain, manage, and follow up on member referrals and prior authorizations to ensure key care plan goals are met

Referral & Authorization Care Coordinator

Care Coordinator

• Own high-volume inbound patient and provider communication queues across phone, email, chat, and SMS, responding quickly while maintaining accuracy and professionalism.
• Serve as the first point of contact for patients, resolving inquiries in real time without unnecessary handoffs.
• Schedule, reschedule, and coordinate appointments accurately, ensuring clean handoffs to GI Providers, Registered Dietitians, and Behavioral Health Providers.
• Respond to billing and insurance questions, clearly explaining benefit design and cost-share in a way patients can understand.
• Triage clinical questions accurately, manage pharmacy inquiries, and coordinate prescription and refill requests with urgency and attention to detail.
• De-escalate challenging interactions with confidence and empathy while documenting all patient interactions accurately in real time.
• Proactively identify workflow inefficiencies and suggest improvements that increase speed and patient satisfaction.

Licensed Clinical Social Worker

• In a digital integrated healthcare environment, collaborating with a multidisciplinary team of care providers (including MDs, Dietitians) to provide a comprehensive and coordinated approach to member care
• Utilize evidenced-based clinical interventions (including but not limited to Cognitive Behavioral Therapy, relaxation strategies (diaphragmatic breathing, progressive muscle relaxation), Motivational Interviewing, Acceptance and Commitment Therapy, psychoeducation (brain-gut connection, coping with chronic illness) and gut directed hypnotherapy.
• Complete biopsychosocial assessments to design and implement relevant and concrete goals that support clients in achieving meaningful outcomes related to their GI condition(s).
• Initiate and maintain health records and encounters in electronic health record and comply with guidelines outlined within company clinical protocols and other related manuals.
• Participate in professional training activities to maintain licensure and advance knowledge base
• Participate in clinical coordination meetings with other care team members
• Contribute to company wide development of psychological best practices and feedback to share your professional experience with other team members and further improve member experiences

Licensed Clinical Social Worker, LCSW

Operations

• 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

Manager, Care Operations

Counselor

• Collaborating with a multidisciplinary team of care providers (including MDs, Dietitians) to provide a comprehensive and coordinated approach to member care
• Utilize evidenced-based clinical interventions (including but not limited to Cognitive Behavioral Therapy, relaxation strategies, Motivational Interviewing)
• Complete biopsychosocial assessments to design and implement relevant and concrete goals that support clients in achieving meaningful outcomes related to their GI condition(s).
• Initiate and maintain health records and encounters in electronic health record and comply with guidelines outlined within company clinical protocols
• Participate in professional training activities to maintain licensure and advance knowledge base
• Contribute to company wide development of psychological best practices and feedback to share your professional experience with other team members

Licensed Professional Counselor – Counseling Compact only

Licensed Professional Counselor, California License

• Collaborating with a multidisciplinary team of care providers (including MDs, Dietitians) to provide a comprehensive and coordinated approach to member care
• Utilize evidenced-based clinical interventions (including but not limited to Cognitive Behavioral Therapy, relaxation strategies, Motivational Interviewing, Acceptance and Commitment Therapy, psychoeducation and gut directed hypnotherapy).
• Complete biopsychosocial assessments to design and implement relevant and concrete goals that support clients in achieving meaningful outcomes related to their GI condition(s).
• Initiate and maintain health records and encounters in electronic health record and comply with guidelines outlined within company clinical protocols and other related manuals.
• Participate in professional training activities to maintain licensure and advance knowledge base
• Participate in clinical coordination meetings with other care team members
• Contribute to company wide development of psychological best practices and feedback to share your professional experience with other team members and further improve member experiences

Licensed Professional Counselor, California Resident Only

Manager

• Own end-to-end implementation, account management, and customer success for partner accounts — responsible for driving measurable outcomes within named partnerships
• Lead internal implementation efforts, working cross-functionally with stakeholders across Product, Member Marketing, and Clinical Operations
• Drive marketing and awareness of Oshi Health within named accounts, ensuring prospective members are well-educated on available GI solutions within their benefit structure
• Pull and analyze key performance data within internal Oshi Health systems to highlight success stories and communicate performance to clients
• Deliver quarterly business reviews (QBRs) to customers, reinforcing value and driving continued account growth
• Influence key stakeholders through clear, confident external communication and cross-functional alignment