Manager, Care Coordination Operations

Role Overview

• 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

• Bachelor’s Degree in healthcare administration, business administration or related field
• 6-8 years of 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