Manager, Care Coordination Operations

***We are not looking for a call-center or clinical background***

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, New York, North Carolina, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington and Wisconsin (MST or CST preferred)

 

Role Overview

Oshi Health is redefining digestive healthcare through telehealth and data-driven remote care. As the Patient Enrollment & Care Operations Manager, you will lead 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 access and experience care.

What You’ll Do — Key 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

Results You Will Drive

• Driving Revenue Expansion: Enhance patient sign-ups and long-term retention while refining the workflows and Care Coordinator touchpoints to support the patient journey.
• Operational Efficiency: Achieve and exceed KPIs including SLA adherence, response times, conversion, and engagement rates.
• Patient Experience: Help sustain superior patient satisfaction levels by optimizing every interaction within the Care Coordination process.
• Team Development: Build a high-performing Care Coordination team through strong coaching and employee retention practices.
• Compliance Integrity: Maintain full HIPAA compliance and zero 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.

What We’re Looking For — Qualifications & Requirements

Required

• 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 experienc