Manager, Care Operations

Role Overview

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.

What You’ll Do — 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.