Manager, Care Operations

1 week ago
Full-time
Lead
Customer and Technical Support
Oshi Health

Oshi Health

Oshi Health is revolutionizing the management and treatment of digestive health conditions through a patient-centered and value-based care delivery model. They provide fast and convenient access to an integrated, multidisciplinary care team, along with...

Health Care Providers & Services
51-250
Founded 2018
$60M raised

Description

  • Lead and develop the Care Coordination team while ensuring service level targets are met across chat, phone, SMS, and email.
  • Oversee the inbound patient chat queue by setting coverage models, escalation protocols, and quality standards.
  • Create conversation guides and coaching materials to help coordinators explain programs, insurance coverage, billing, and care pathways.
  • Develop workflows that support patient acquisition, retention, and re-engagement through the enrollment funnel.
  • Identify and resolve bottlenecks in the patient journey by designing SOPs and scalable operational processes.
  • Deploy and manage human-AI collaboration tools, including AI-assisted routing and automated follow-ups, with human review checkpoints.
  • Ensure compliant EHR usage and partner with Product to evaluate and scale automation capabilities.
  • Lead cross-functional initiatives aligned with OKRs and manage timelines and stakeholder communication across teams.
  • Define, monitor, and enforce SLA benchmarks while maintaining visibility into queue performance and HIPAA compliance.
  • Own operational reporting for KPIs including enrollment conversion, retention, SLA adherence, and response times.

Requirements

  • Experience in care coordination or operations roles in digital health, telehealth, or virtual care settings.
  • Experience managing high-volume patient communication queues and maintaining SLA performance.
  • Experience with EHR systems and AI-assisted workflow or automation tools in a healthcare context.
  • Strong analytical ability to build reports, interpret data, and translate insights into action.
  • Deep knowledge of HIPAA, data privacy requirements, and healthcare insurance operations.
  • 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.
  • Experience designing and scaling end-to-end workflows and adapting them as new technologies emerge.
  • Experience managing or supporting a remote, virtual workforce.
  • Familiarity with clinical concepts and GI or chronic disease care models (preferred).
  • Located in CST or MST time zone (preferred).

Benefits

  • Salary range of $120,000–$140,000 USD, with annual bonus eligibility.
  • 90% of employee premiums paid for medical, dental, and vision coverage.
  • Flexible PTO, paid holidays, and one floating holiday.
  • Eligibility to contribute to a 401(k).
  • Remote-first flexibility to work from home within approved states.
  • Professional development support as the company scales.
  • Access to a dedicated Life Concierge through Overalls.

Interested in this position?

Apply directly on the company website

Apply Now

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