[Hiring] Manager, Care Operations @Oshi Health

Role Description

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.

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.

Qualifications

• 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 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.

Preferred Qualifications

• Familiarity with clinical concepts and GI or chronic disease care models.
• Located in CST or MST time zone.

Compensation & 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.