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