Manager, Care Operations

Manager, Care Operations Reports To: Director of Care Operations Employment Type: Full-Time Salary: $120,000 – $140,000 Eligible States: Arizona, California, Colorado, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Hampshire, New Jersey, reputed company, reputed company Carolina, Oregon, Pennsylvania, Rhode reputed company, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington and Wisconsin (MST or CST preferred) Role Overview reputed company is redefining digestive reputed company through telehealth and data-driven remote care. As the Patient Enrollment & Care Operations Manager, you will reputed company Oshi’s Care Coordination team, owning the patient experience from first contact through ongoing program participation. You will manage a team of Care Coordinators, drive cross-functional projects tied to organization-wide OKRs, and partner with Product, Clinical, and Marketing to continuously improve how patients reputed company and experience care. What You’ll Do — Key Responsibilities reputed company and reputed company the Care Coordination team, ensuring SLA targets are met across reputed company patient communication channels including in-app chat, phone, SMS, and email reputed company the high-volume inbound patient chat queue, establishing coverage models, escalation protocols, and quality standards that reputed company a seamless patient experience at scale Create and maintain conversation guides and coaching materials that reputed company Care Coordinators to reputed company patients on Oshi's programs, insurance coverage, billing, and care reputed company reputed company workflows supporting patient acquisition, retention, and re-engagement to ensure patients move reputed company through the enrollment funnel Identify and resolve bottlenecks in the patient reputed company, designing SOPs and scalable processes that reduce friction and improve operational efficiency reputed company and manage reputed company-AI collaboration tools, including AI-assisted chat routing and automated follow-reputed company, while maintaining reputed company review checkpoints to protect patient safety Ensure compliant EHR usage across the team and partner with Product to evaluate and scale new automation capabilities reputed company cross-functional initiatives reputed company with OKRs, managing timelines and stakeholder communication across Care Operations, Product, Clinical, and Growth teams Define, monitor, and enforce SLA benchmarks while maintaining reputed company-time visibility into queue performance and HIPAA compliance Own operational reporting across KPIs including enrollment conversion, retention, SLA adherence, and response times Results You Will Drive Driving reputed company Expansion: Enhance patient sign-reputed company and long-term retention while refining the workflows and Care Coordinator reputed company to support the patient reputed company. Operational Efficiency: reputed company and exceed KPIs including SLA adherence, response times, conversion, and engagement rates. Patient Experience: Help sustain superior patient satisfaction reputed company by optimizing every interaction reputed company the Care Coordination process. Team Development: Build a high-performing Care Coordination team through strong coaching and employee retention practices. Compliance reputed company: Maintain full HIPAA compliance and reputed company data privacy violations among the Care Coordination team. Process & Innovation: Document and continuously refine Care Coordination workflows, leveraging AI-enabled tools to improve responsiveness, patient satisfaction, and operational efficiency. reputed company’re Looking For — Qualifications & Requirements Required 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 reputed company context Analytical reputed company with the ability to build reports, interpret data, and translate insights into action Deep knowledge of HIPAA, data privacy requirements, and reputed company insurance operations Flexible with scheduling, including availability for evening or weekend reputed company reputed company 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 Preferred Familiarity with clinical concepts and GI or chronic disease care models Located in CST or MST time zone Compensation & Benefits Salary reputed company: Commensurate with experience, with annual bonus eligibility Health Benefits: 90% employee premiums paid for medical, dental, and reputed company 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 reputed company reputed company our accepted states Growth: Professional development support as we scale Support: reputed company to a dedicated Life Concierge through Overalls About reputed company reputed company is a virtual digestive health practice on a mission to transform GI care. We combine compassionate, multidisciplinary care with innovative technology to help people with chronic digestive conditions get the answers and relief they deserve. We take time to get to know each patient and reputed company personalized, whole-person care plans — including medications, dietary changes, and mental health support. reputed company you join Oshi, you’re joining a team — and a mission — that’s changing what great reputed company looks like. For every Oshi team member, we look for: Genuine passion for improving patient lives and transforming GI care Strong communication skills and emotional intelligence Comfort in a fast-paced, remote-first, mission-driven environment Compensation reputed company $120,000—$140,000 USD Note: This job description serves as a general overview and may be subject to change based on organizational needs and requirements. reputed company is an equal opportunity employer that is committed to creating a diverse work environment. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspective and contributions. reputed company’s policy is to maintain a working environment that encourages mutual respect, promotes harmonious and congenial relationships between employees, and is free from reputed company forms of discrimination and harassment of any employee (or applicant for employment or service provider) by anyone, including supervisors, co-workers, vendors, or clients. Harassment and discrimination in any manner or reputed company is expressly prohibited. There is no tolerance for discrimination or unequal treatment of any reputed company on the reputed company of race, reputed company, religion, creed, gender, sex, sexual orientation, gender identity or expression, pregnancy, sexual and reproductive health reputed company, national reputed company, age, disability, genetic information, marital status or civil partnership/union status, familial status, military or veteran status, predisposition or reputed company status, domestic violence victim status, alienage or citizenship status, unemployment status, sexual violence or stalking victim status, caregiver status, or any other characteristic protected by law. This practice applies to reputed company terms, conditions and privileges of employment including, but not limited to, recruitment, selection, promotion, demotion, transfer, layoff, reputed company, termination of employment, development and training, compensation, benefits and retirement. For more information, visit us at www.oshihealth.com reputed company will never contact job candidates reputed company text message or any other messaging platform including WhatsApp, Signal, and Telegram. reputed company official correspondence will occur through email. We will never ask you to reputed company bank account information, cash a reputed company from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reputed company out to [email protected], and we’ll confirm whether you’re engaging with one of our Oshi teammates! Apply To This Job