Care Operations Manager
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Job Description
Care Operations Manager running patient, family, and clinician workflows for Tailwind’s coordinated metabolic healthcare program. Building scalable processes and resolving insurance and care-delivery issues.
Responsibilities:
- Own the patient journey from initial enrollment through ongoing care
- Develop and manage patient onboarding, scheduling, communications, and administrative care coordination workflows
- Communicate directly with families, investigate and resolve issues, and coordinate with clinicians and partners
- Help families navigate insurance and billing questions and resolve outstanding issues with revenue cycle and insurance partners
- Develop processes to engage families, collect feedback, identify barriers to care, and improve retention and satisfaction
- Establish patient support standards, escalation pathways, and coverage processes
- Support day-to-day clinician administrative needs and coordination between families, clinicians, and internal teams
- Help onboard, train, and potentially manage administrative and patient support team members
- Build and maintain SOPs, playbooks, communication templates, and other care-delivery resources
- Track operational metrics, identify recurring problems, and work with Engineering and Clinical to implement solutions
- Leverage AI, automation, and new tools to reduce administrative work and improve patient and clinician experience
- Work with the Head of Operations to take projects from idea through implementation
Requirements:
- 3+ years of experience in healthcare operations, patient operations, care coordination, or a related function
- Experience working directly with patients and clinical teams in a US healthcare setting
- Familiarity with US healthcare insurance, patient billing, and administrative care delivery workflows
- Experience independently managing projects from initial scoping through implementation
- Excellent communication skills, including the ability to navigate sensitive conversations with families
- Strong organizational and analytical skills and excellent judgment
- Fluency using AI and automation to improve productivity and operational efficiency
- Based in the US
- Willingness to occasionally support patient operations outside traditional business hours
- Nice to have: Experience at an early-stage healthcare company
- Nice to have: Experience building or scaling a patient operations or care coordination function
- Nice to have: Experience 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)
- Unlimited PTO
- Remote work
- Full-time employment
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