[Hiring] Care Operations Manager @Tailwind

Role Description

We're looking for a Care Operations Manager to build and run the day-to-day operations that support our patients, families, and clinical team. This is both a building and a doing role. You'll work closely with our Head of Operations to take projects from idea through implementation. You'll need to be equally comfortable designing new workflows, independently solving operational problems, and picking up the phone to help a family.

We're a small, ambitious team. We work hard, move quickly, and hold ourselves to high standards. We want someone who shares that commitment and is excited to help launch a company. If you're looking for a predictable 9-to-5 with a clearly defined list of tasks, this isn't the role for you.

What you’ll own

• Patient operations and family experience
  • Own the patient journey from initial enrollment through ongoing care, ensuring families have a seamless experience at every stage.
  • Develop and manage patient onboarding, scheduling, communications, and administrative care coordination workflows.
  • Communicate directly with families, investigate and resolve issues, and coordinate with clinicians and partners.
  • Help families navigate insurance and billing questions, working with our revenue cycle and insurance partners to resolve outstanding issues.
  • Develop processes to proactively engage families, collect feedback, identify barriers to care, and improve patient retention and satisfaction.
  • Establish patient support standards, escalation pathways, and coverage processes.
• Clinician and team support
  • Support day-to-day clinician admin needs and facilitate coordination between families, clinicians, and internal teams.
  • Help onboard, train, and potentially manage additional administrative and patient support team members as we grow.
• Ops development & process improvement
  • Build and maintain SOPs, playbooks, communication templates, and other resources that support consistent care delivery.
  • Track operational metrics, identify recurring problems, and work with Engineering and Clinical to implement solutions.
  • Leverage AI, automation, and new tools to reduce admin work and improve the patient and clinician experience.

Qualifications

• 3+ years of experience in healthcare operations, patient operations, care coordination, or a related function.
• Experience working directly with patients and clinical teams in a US healthcare setting.
• Familiarity with US healthcare insurance, patient billing, and administrative care delivery workflows.
• Experience independently managing projects from initial scoping through implementation.
• Excellent communication skills, including the ability to navigate sensitive conversations with families.
• Strong organizational and analytical skills and excellent judgment.
• Fluency using AI and automation to improve productivity and operational efficiency.
• Based in the US.

Nice to have

• Experience at an early-stage healthcare company.
• Experience building or scaling a patient operations or care coordination function.
• Experience managing or training administrative or patient support team members.
• Experience in pediatrics, specialty care, or multidisciplinary care delivery.

Benefits

• Annual salary of $75,000–$95,000, commensurate with experience.
• Health benefits, 401(k), unlimited PTO.
• Full-time, remote position reporting to the Head of Operations.
• Willingness to occasionally support patient operations outside traditional business hours.