Manager, Care Coordination Operations

Responsibilities

• Lead and develop the Care Coordination team, ensuring SLA targets are met across all patient communication channels
• Oversee high-volume inbound patient chat queues, establishing coverage models and escalation protocols
• Create conversation guides and coaching materials for patient education on programs, insurance, and billing
• Develop workflows supporting patient acquisition, retention, and re-engagement
• Identify and resolve bottlenecks in the patient journey by designing SOPs and scalable processes
• Deploy and manage human-AI collaboration tools, including AI-assisted chat routing
• Ensure compliant EHR usage and partner with Product to scale automation capabilities
• Define, monitor, and enforce SLA benchmarks and HIPAA compliance
• Own operational reporting across KPIs including enrollment conversion and retention

Requirements

• Bachelor’s Degree in healthcare administration, business administration, or related field
• 6-8 years of experience in care coordination or operations in digital health or telehealth
• Experience managing high-volume patient communication queues and maintaining SLA performance
• Experience with EHR systems and AI-assisted workflow or automation tools
• Analytical mindset with ability to build reports and interpret data
• Deep knowledge of HIPAA, data privacy, and healthcare insurance operations
• Proven people management experience with a remote or virtual workforce
• Systems thinker experienced in designing and scaling end-to-end workflows

Preferred Qualifications

• Master’s Degree in Healthcare Administration or related field
• Familiarity with clinical concepts and GI or chronic disease care models
• Located in CST or MST time zone
• Start-up experience

Benefits

• 90% employee premiums paid for medical, dental, and vision coverage
• Flexible PTO plus paid holidays and one floating holiday
• 401(k) contribution eligibility
• Professional development support
• Access to a dedicated Life Concierge through Overalls

About the Company

Oshi Health is a virtual digestive health practice on a mission to transform GI care through compassionate, multidisciplinary care and innovative technology.