Manager, Care Operations

Role overview

Oshi Health is a virtual digestive health company using telehealth and data-informed remote care to improve GI treatment. In this role, you will manage the Care Coordination team and own the patient journey from the first interaction through ongoing participation in the program. You will also coordinate cross-functional work, support organization-level OKRs, and collaborate with Product, Clinical, and Marketing teams to improve access to care and the overall patient experience.

Key responsibilities

• Guide, coach, and grow the Care Coordination team while making sure service-level goals are achieved across in-app chat, phone, SMS, and email.
• Run the high-volume inbound chat queue, including staffing plans, escalation processes, and quality controls that keep the patient experience smooth at scale.
• Develop conversation frameworks and coaching resources so Care Coordinators can clearly explain programs, insurance coverage, billing, and care pathways.
• Build and improve workflows that support patient acquisition, retention, and re-engagement throughout the enrollment funnel.
• Spot friction points in the patient journey and turn them into scalable SOPs and process improvements.
• Implement human-AI workflow tools such as AI-supported chat routing and automated follow-ups, with human checks in place to protect patient safety.
• Maintain compliant EHR usage across the team and work with Product to assess and scale automation opportunities.
• Lead projects tied to OKRs, coordinating timelines and communication across Care Operations, Product, Clinical, and Growth.
• Set, track, and uphold SLA standards while keeping real-time visibility into queue health and HIPAA compliance.
• Own reporting for core metrics such as enrollment conversion, retention, SLA performance, and response time.

Impact and outcomes

• Improve sign-ups and long-term retention by refining patient workflows and team touchpoints.
• Raise operational performance across SLA adherence, response times, conversion, and engagement.
• Support high patient satisfaction by improving every Care Coordination interaction.
• Develop a strong, accountable team through coaching and retention-focused leadership.
• Protect compliance by maintaining HIPAA standards and avoiding privacy violations.
• Document and continuously refine team processes, using AI-enabled tools to improve speed, quality, and efficiency.

Qualifications

• Background in care coordination or operations within digital health, telehealth, or virtual care.
• Experience managing large volumes of patient communication and meeting SLA expectations.
• Hands-on exposure to EHR platforms and AI-assisted workflows or automation tools in healthcare.
• Strong analytical skills with the ability to build reports, study data, and act on insights.
• Solid understanding of HIPAA, privacy obligations, and healthcare insurance operations.
• Willingness to support coverage outside standard hours, including evenings or weekends when needed.
• People leadership experience with a record of driving accountability, developing employees, and supporting team morale.
• Ability to think in systems, design scalable workflows, and adjust processes as technology evolves.
• Experience leading or supporting a remote workforce.

Preferred profile

• Exposure to clinical concepts and GI or chronic disease care models.
• Based in the CST or MST time zone.

Compensation and benefits

• Annual pay is expected to be between $120,000 and $140,000, with bonus eligibility based on experience.
• The company covers 90% of employee premiums for medical, dental, and vision insurance.
• Time off includes flexible PTO, paid holidays, and one floating holiday.
• Employees may contribute to a 401(k).
• This is a remote-first role that can be performed from any approved state.
• Professional development support is available as the company grows.
• Team members also get access to a dedicated Life Concierge through Overalls.

Work location and eligibility

Only candidates located in the following states are eligible: 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. Time-zone alignment with MST or CST is preferred.

About Oshi Health

Oshi Health is a virtual digestive health practice focused on transforming GI care. The company combines compassionate, multidisciplinary care with technology to help people living with chronic digestive conditions find answers and relief. Care plans are personalized and can include medication management, dietary changes, and mental health support.

What the company values

• Authentic commitment to improving patient outcomes and reshaping GI care.
• Clear communication and emotional intelligence.
• Comfort working in a fast-moving, remote-first, mission-driven environment.

Important notice

This posting is intended as a high-level summary and may change based on business needs. The employer is committed to equal opportunity and a workplace free from discrimination and harassment. Official recruiting communication is handled only by email. Candidates should be cautious of any request for bank details, payment, check-cashing, or software/equipment purchases during hiring. If needed, candidates may verify communication by contacting [email protected].