- Location
- New York, NY
- Workplace
- Remote, Onsite
- Department
- Medical Operations
- Seniority
- Senior
- Source
- Greenhouse
Description
About the role:
The Senior Operations Manager owns the daily performance of the Care Concierge function for a dedicated pod of health system clinics, and manages the people who deliver it.
You are accountable for how Care Concierge agents are staffed, trained, coached, and held to a consistent standard across a 24/7 operation, so that clinics meet their SLAs without escalation. Success is measured on three outcomes: meeting SLAs by clinic at the lowest achievable cost per visit, converting scheduled appointments into completed visits, and preventing patient and partner escalations.
A full pod supports 35+ Care Concierge staff working both in-person and remotely, so you will lead through Team Leads rather than a long list of direct reports. Leads own shift supervision and first-line issue resolution. You own pod performance, including the Leads themselves, and developing them into capable supervisors is a core expectation of the role.
This role requires in-office presence in our New York office four days per week.
People Management
- Leadership & Coaching: Manage and develop Team Leads with a consistent 1:1 cadence across day and overnight teams.
- Talent Lifecycle: Own hiring, onboarding, performance management, and schedule coverage for a 24/7 operation.
- Talent Development: Build an internal bench to promote Leads and Senior Agents from within.
Run Daily Operations
- Operating rhythm: Manage clinic queues, monitor team performance, and clear blockers in real time.
- SLAs: Own SLA performance and act on leading indicators before they become patient or partner escalations.
- Workflow: Maintain SOPs, review workflows, and drive appointment conversion improvements.
Manage escalations
Per the SOP for routing clinical and non-clinical escalations:
- Non-clinical: Resolve operational, access, scheduling, and behavioral issues that exceed Lead authority.
- Clinical: Identify clinical, safety, and privacy issues and route them immediately to the right clinical or compliance owner, with documentation.
Analyze and report
- Interpret pod-level data and give the Director clear insight on performance.
- Provide inputs for volume and staffing models and flag forecast-versus-actual variances.
Partner-facing operational execution
The commercial relationship sits with the program and account layer. You are the operational executor behind it.
- Launch readiness: Support new clinic launches and rollouts, making sure staffing, training, and SOPs are ready before go-live.
- Partner execution: Translate partner requirements into trainable processes and represent Care Concierge in operating meetings.
- Commitments: Give clear status updates on open issues and escalate any change to partner commitments to the program layer and Director.
Work cross-functionally
- WFM and Operational Excellence: Partner on scheduling, workflow improvement, and surfacing friction early.
- Clinical Operations: Serve as primary counterpart for clinical escalations and staffing.
- Growth, Account, and Program teams: Act as the operational counterpart supporting partner relationships.
What we are looking for
- 5+ years in customer-facing operations, contact center, or healthcare operations, including 2+ years directly managing a team.
- 3+ years leading frontline staff, with preference for distributed, shift-based team experience, including managing through a supervisory layer.
- Epic experience is required.
- Strong sense of ownership. This role is accountable for outcomes it does not fully control.
- Willingness to get into the details of partner operations.
- Analytical capability: able to read performance data, find the pattern behind it, and act.
- Comfort working across several systems and channels at once (Epic, Salesforce, Slack, Teams, Google Suite).
- Strong written communication and documentation discipline.
- Sound judgment about what to escalate, what to route, and what to resolve.
- Strongly Preferred: health system or multi-site practice operations experience; prior call center or contact center management; experience in a regulated, compliance-heavy operating environment.
Benefits & Perks: #LI-Hybrid
- Monday to Thursday onsite work schedule with Fridays remote
- Weekly lunches (Mon, Tues, and Thurs) and stocked kitchen with healthy snacks and beverages
- Monthly social committees for company events
- 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days
- Stock options for every full-time employee
- Paid parental leave
- 401k benefit
- Commuter Benefits
- Competitive health, dental, and vision insurance options
Who We Are:
Behind every leading health system is K Health’s AI-powered virtual care engine.
Our deeply integrated model modernizes the primary care loop by using AI to put humans first. For our patients, we offer clinical AI (i.e., PatientGPT) and unparalleled access to close care gaps around the clock. For our Providers, we deliver provider-serving agentic solutions (i.e., Perfect Note) to eliminate administrative overload and burnout. And for the health systems, we deploy our top-grade Virtualists in AI-powered virtual clinics 24/7 to capture the patients' care journeys at step one, retain the journey through the system for longitudinal care, and strengthen profitability.
We’re founded in 2016, headquartered in New York City, and backed by over $443.5M from leading investors including Valor Equity Partners, Claure Group, Mangrove Capital Partners, 14W, Notable Capital, Lerer Hippeau, Primary Venture Partners, Comcast Ventures, PICO Venture Partners, Max Ventures, and other strategic healthcare partners.
We offer competitive compensation packages based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate's experience and expertise.
We are proud to be an Equal Opportunity Employer and consider applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws. We’re deeply committed to building teams as diverse as the patients we serve and strive to cultivate an environment where everyone can bring their most authentic self to work. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our users.
We are committed to maintaining the integrity of our hiring process and ensuring a safe environment for all candidates. All communication for job offers from K Health will come from email addresses ending in @khealth.com. K Health will never ask you to provide financial information about yourself during the recruitment process. We will never use personal email accounts or other domains for official correspondence. Our official job postings are only listed on our official website and reputable job boards. Be cautious of job offers from sources other than these platforms.