Senior Manager, Virtual Care Operations

The role

The Senior Operations Manager owns the daily performance of the Care Concierge function for a dedicated pod of health system clinics. You will manage Team Leads to ensure staffing, training, and coaching meet SLAs for a 24/7 operation.

What you will do

• Manage and develop Team Leads with a consistent 1:1 cadence
• Own hiring, onboarding, performance management, and schedule coverage
• Manage clinic queues, monitor team performance, and clear blockers
• Own SLA performance and act on leading indicators
• Maintain SOPs, review workflows, and drive appointment conversion improvements
• Resolve non-clinical operational, access, scheduling, and behavioral issues
• Identify and route clinical, safety, and privacy issues to clinical or compliance owners
• Interpret pod-level data and provide insight to the Director
• Support new clinic launches and rollouts
• Translate partner requirements into trainable processes

Required qualifications

• 5+ years in customer-facing operations, contact center, or healthcare operations
• 2+ years directly managing a team
• 3+ years leading frontline staff, including managing through a supervisory layer
• Epic experience is required
• Analytical capability to read performance data and act
• Comfort working across Epic, Salesforce, Slack, Teams, and Google Suite
• Strong written communication and documentation discipline

Nice to have

• health system or multi-site practice operations experience
• prior call center or contact center management
• experience in a regulated, compliance-heavy operating environment

Benefits

• Weekly lunches (Mon, Tues, and Thurs)
• Stocked kitchen with healthy snacks and beverages
• Monthly social committees for company events
• 18 vacation days
• 9 company holidays
• 5 sick days
• 2 personal days
• Stock options for every full-time employee
• Paid parental leave
• 401k benefit
• Commuter Benefits
• Competitive health, dental, and vision insurance options

About the company

K Health uses an AI-powered virtual care engine to modernize the primary care loop. Headquartered in New York City, the company provides clinical AI and virtualist deployment for health systems.