Strategy & Operations Manager - Patient Outreach & Intake

The role

This manager will lead the Patient Outreach and Intake team to help prospective patients access care and enroll. You will own the strategy and execution of inbound and outbound operations while managing full-time team members and BPO partners.

What you will do

• Lead day-to-day operations across inbound and outbound patient outreach, intake, and enrollment.
• Oversee daily queues, staffing coverage, workload allocation, and patient escalations.
• Manage BPO partners and full-time team members including hiring, training, and performance management.
• Develop staffing strategies, capacity models, and forecasts.
• Build and manage performance reporting and KPIs.
• Establish SOPs, improve workflows, and resolve bottlenecks.
• Partner with Product to implement AI-enabled tools and automation.
• Identify and implement strategies to improve conversion and funnel performance.

Required qualifications

• Experience managing teams in patient operations, sales, customer success, contact-center management, care operations/clinical operations, or another high-volume, performance-driven environment.
• Hands-on management style.
• Builder’s mindset and comfort creating structure from ambiguity.
• Track record of using data to identify opportunities and drive measurable results.
• Experience establishing SOPs, quality standards, performance expectations, and clear accountability.
• Strong judgment and ability to balance immediate needs with long-term improvements.
• High ownership and strong cross-functional communication.

Nice to have

• Experience in healthcare, telehealth, durable medical equipment, pharmacy, or another insurance-driven care environment.
• Experience coaching teams on lead qualification, outreach effectiveness, objection handling, and conversion performance.
• Familiarity with insurance eligibility verification and coordination of benefits.
• Experience with CRM, contact-center, scheduling, order-management, or healthcare workflow systems.
• Experience managing BPO partners and hiring and scaling full-time teams.

Benefits

• Flexible hybrid work environment
• Unlimited PTO
• Company holidays
• Full medical, dental, and vision coverage
• Direct mentorship and growth opportunities
• Opportunity to help shape and scale operations at a fast-growing healthcare startup

About the company

Conduit Health is an AI-powered platform that unites ordering, telehealth, prescriptions, insurance, and fulfillment to get medical equipment and supplies into patients' homes.