KHealth is an AI-driven primary care company on a mission to give everyone access to high-quality healthcare. Backed by Primary Venture Partners.
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're 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
More about this 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.
- 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...
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