Manager, Care Operations

Connecting for Better Health

Manager of Care Operations leading Oshi Health's Care Coordination team. Overseeing patient experiences and operational efficiency in digital healthcare.

Posted 7/4/2026full-timeRemote • Arizona, California, Colorado, Florida, Idaho, Illinois, Kansas, Louisiana, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, New Hampshire, New Jersey, New York, North Carolina, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington, Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $120,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Patient Communication ManagementWorkflow DesignData AnalysisOperational ReportingSLA Performance Monitoring

Soft Skills

Team DevelopmentAccountability BuildingAnalytical MindsetFlexibilitySystems Thinking