Care Operations Lead
Location: Remote- PST hours
Department: Operations
Reports To: SVP of Operations
Compensation: ~90 -110k- DOE
About Us:
We are a global Center of Excellence network helping self-insured employers save up to 50% on surgical and specialty care. By partnering with a hand-selected U.S. and international provider network, we deliver superior outcomes, predictably lower costs, and an elevated patient journey through rigorous quality standards, upfront bundled pricing, and clinician-led navigation.
The Role:
The Care Operations Lead will oversee and actively participate in patient engagement, sales conversion, and operational excellence. This individual will manage and coach a patient centered call center team while also personally taking patient calls—demonstrating high-touch, empathetic service and driving sales performance.
In this hybrid player-coach role, you will guide patients through their healthcare journey, support your team in achieving call center KPIs, and design scalable processes that enhance both operational efficiency and patient experience.
This is an opportunity for a hands-on leader who thrives at the intersection of sales, service, and operations, and who wants to directly impact patients while building the systems that support growth.
Key ResponsibilitiesPatient Engagement (Direct & Team Support)- Serve as a frontline point of contact by handling patient calls, answering questions, coordinating appointments, and ensuring clear communication.
- Model best practices in patient interactions, demonstrating empathy, professionalism, and a sales-minded approach.
- Provide escalated support for complex or sensitive patient issues.
- Ensure all patient interactions build trust and confidence, while meeting engagement and conversion goals.
Call Center Leadership- Potential to manage, coach, and develop a team of patient care reps to achieve service and sales KPIs.
- Monitor call quality, conversion rates, patient satisfaction, and productivity, providing feedback and continuous training.
- Develop scripts, playbooks, and training programs that balance empathy, efficiency, and sales effectiveness.
Sales & Growth Enablement- Drive patient acquisition and retention by aligning call center operations with company growth objectives.
- Track conversion funnel metrics and identify opportunities to improve sales outcomes.
- Partner with marketing and clinical teams to refine outreach strategies and align patient messaging.
Operations & Process Improvement- Document, design, and refine workflows to ensure operational efficiency and seamless patient journeys.
- Implement and optimize tools (Salesforce, G Suite, call center platforms) for tracking, reporting, and scaling.
- Analyze patient and call center data to identify trends, operational gaps, and opportunities for improvement.
Cross-Functional Collaboration- Partner with nurses, operations staff, and technology teams to ensure smooth patient handoffs and streamlined communication.
- Share insights from frontline calls and team interactions to inform improvements in clinical services, operations, and patient engagement strategies.
Qualifications- 5+ years of experience in call center management, healthcare operations, or patient services, with direct experience in both sales and patient engagement in a start up environment.
- Proven ability to both lead a team and personally handle patient-facing responsibilities.
- Experience in an early stage digital health start up
- Strong operational and project management skills; track record of improving workflows, systems, or tools.
- High emotional intelligence, excellent communication skills, and a patient-first mindset.
- Experience with Salesforce, G Suite, and call center systems.
Preferred- Prior experience in digital health surgical care
- Familiarity with process improvement methodologies (Lean, Six Sigma, etc.).
- Bilingual English/Spanish.
