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Salary: USD 120,000 - 140,000 / annual
K Health is seeking a Senior Manager of Virtual Care Operations to lead the daily performance of the Care Concierge function for a dedicated pod of health system clinics. You will manage and develop a team of Team Leads who oversee 35+ Care Concierge staff working both in-person and remotely across a 24/7 operation.
Key Responsibilities:
People Management: Manage and develop Team Leads through consistent 1:1 coaching. Own hiring, onboarding, performance management, and schedule coverage for the 24/7 operation. Build an internal bench to promote Leads and Senior Agents from within.
Daily Operations: Manage clinic queues, monitor team performance, and clear blockers in real time. Own SLA performance and act on leading indicators before they become patient or partner escalations. Maintain SOPs, review workflows, and drive appointment conversion improvements.
Escalation Management: Resolve operational, access, scheduling, and behavioral issues that exceed Lead authority. Identify clinical, safety, and privacy issues and route them immediately to the appropriate clinical or compliance owner with documentation.
Analytics & Reporting: Interpret pod-level data and provide the Director with clear insight on performance. Provide inputs for volume and staffing models and flag forecast-versus-actual variances.
Partner-Facing Execution: Support new clinic launches and rollouts, ensuring staffing, training, and SOPs are ready before go-live. Translate partner requirements into trainable processes and represent Care Concierge in operating meetings. Give clear status updates on open issues and escalate any changes to partner commitments.
Cross-Functional Collaboration: Partner with Workforce Management and Operational Excellence on scheduling and workflow improvement. Serve as primary counterpart for clinical escalations and staffing. Act as operational counterpart supporting Growth, Account, and Program teams.
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.
This role requires in-office presence four days per week (Monday–Thursday), with Fridays remote.
Requirements:
- 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 and accountability for outcomes not fully under your control
- Willingness to get into the details of partner operations
- Analytical capability: able to read performance data, find patterns, and act
- Comfort working across multiple systems and channels (Epic, Salesforce, Slack, Teams, Google Suite)
- Strong written communication and documentation discipline
- Sound judgment about what to escalate, route, or resolve
Strongly Preferred:
- Health system or multi-site practice operations experience
- Prior call center or contact center management experience
- Experience in a regulated, compliance-heavy operating environment
