Care Operations Manager (NYC Hybrid)

About Season

At Season Health, we're revolutionizing healthcare through our innovative telehealth platform. We connect patients with expert clinicians, including one of the largest networks of registered dietitians nationwide, to help them achieve meaningful health outcomes. Our integrated approach combines personalized clinical care with a curated marketplace featuring national and local vendors, all enhanced by our proprietary AI technology. By bridging the gap between medical guidance and daily decisions, we're empowering individuals and families to make sustainable health choices that demonstrably improve both clinical outcomes and quality of life.

We are fortunate enough to be backed by top healthcare and consumer VCs such as LRVHealth, 8VC, and Andreessen Horowitz.

About the Role

We're looking for a hands-on operations manager to transform our care coordination team from reactive to strategic. You'll manage a  growing team of care coordinators across Season’s ecosystem while building scalable processes and systems to handle rapid growth through the next year.

This role is perfect for someone who thrives on taking chaos and turning it into efficient, measurable operations. You'll own the entire patient conversion funnel from referral to first appointment, ensuring we capture every possible patient while delivering exceptional service. Additionally, you'll manage the day-to-day operational needs including fielding questions from RDs, providing patient support, overseeing insurance verification processes, and driving continuous process improvements across all care coordination functions, finding ways to do so scalably and automatically.

This NYC metro area-based position features a hybrid schedule with 2-4 monthly in-person collaboration days with the Season NYC team, plus occasional business travel.

Primary Accountability

Conversion Rate: Significantly improve referral-to-attended-appointment conversion within 6 months

What You'll Do

Team Management (50% of time)

• Player-coach approach:  Directly manage care coordinators while providing oversight, management support, and filling gaps in patient calls, referrals, and care coordination tasks as needed
• • Participate hands-on in the day-to-day work until the team scales - we believe in leading by example and never asking anyone to do something we don't do ourselves
  • Working in the weeds initially helps you build better processes and understand exactly what your team needs to succeed
• Create work schedules ensuring adequate phone coverage during business hours
• Conduct performance reviews, training, and professional development
• Hire additional team members as volume scales
• Implement daily/weekly team metrics reviews and improvement planning
• Oversee insurance verification processes and support RDs and patients with insurance coverage questions and issues
• Serve as the primary point of contact and resource for all care coordination and administrative team questions, processes, and functions across partner entities

Process Optimization (25% of time)

• Document and standardize all care coordination workflows and scripts
• Identify automation opportunities within current tech stack (Retool, Tennr, Zendesk)
• Design and implement quality assurance processes for patient interactions
• Create escalation procedures for complex patient situations
• Build training materials and onboarding processes for new hires
• Optimize insurance verification workflows and automation processes, ensuring seamless patient experience and RD support
• Develop understanding of patient and clinical partner needs through data analysis and team feedback to drive process improvements

Technology & Systems (25% of time)

• Configure and optimize Zendesk workflows, automation rules, and reporting
• Work closely with product and engineering teams to define requirements for internal tools improvements
• Evaluate and recommend new tools/vendors to improve team efficiency
• Set up and maintain performance dashboards and reporting
• Manage vendor relationships for operational tools

Success Metrics (First 90 Days)

• Primary: Meaningful conversion rate improvement
• Secondary: Increased phone pickup rate
• Operational: CSAT scores, ticket response times, process documentation completion

Long-term KPIs You'll Own

• Referral → attended appointment conversion rate
• Customer satisfaction scores (CSAT)
• Phone pickup rate and response times
• Ticket resolution time and first-contact resolution rate
• % of tickets handled via automation (without human intervention)
• Team productivity metrics and capacity utilization
• Appointment Management (Cancellation, No-show, Reschedule rates and Appointment adherence metrics)

What We're Looking For

Required Experience

• 3-5 years managing hourly teams in high-volume environments (call centers, healthcare admin, sales operations)
• Proven track record improving operational and business metrics through process optimization
• Experience with CRM/ticketing systems (Zendesk, Salesforce, or similar)
• Strong analytical skills - comfortable with data analysis and reporting

Essential Skills

• Team Leadership: Experience managing, training, and motivating hourly workers
• Process Thinking: Ability to document, standardize, and improve workflows
• Technical Aptitude: Can configure software tools, create workflows, and define technical requirements
• Metrics-Driven: Comfortable setting KPIs, analyzing performance data, and driving improvements
• Communication: Excellent written and verbal communication skills

Preferred Background

• Healthcare administration or patient services experience
• Experience with insurance verification and prior authorization processes
• Experience with rapid scaling (growing teams 3-5x)
• Familiarity with telehealth or digital health operations
• Basic project management skills

What You Get

• Competitive salary: $85,000 to $105,000 
• Benefits: Medical, dental, vision benefits at no cost to you - we offer multiple plan options, including plans with 100% employer-paid premiums for you and your dependents
• Equity: Early-stage startup equity package
• Impact: Direct influence on patient outcomes and company growth
• Growth: Opportunity to build and scale operations as we grow rapidly

Why This Role Matters

You'll be the operational backbone ensuring we convert referrals into patients efficiently while maintaining high-quality care. As we scale 5-15x, the systems and processes you build will directly impact thousands of patients getting the care they need.

This is a foundational role where you'll have significant autonomy to solve problems, implement solutions, and build something from the ground up at a fast-growing, mission-driven healthcare company.

Interested? How to Apply:

To apply, please send us your resume (no cover letter is required). If selected, you will engage in multiple rounds of interviews to assess more in-depth your technical skill, knowledge, and working style.

More about Season

Season recruits, employs, compensates, and promotes regardless of race, religion, sex, national origin, ethnicity, gender identity, disability, age, veteran status and other protected status as required by applicable law and as a matter of our company ethics.

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