Senior Manager, Virtual Care Operations

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 internal bench to promote Leads and Senior Agents from within.

• Operating rhythm: Manage clinic queues, monitor team performance, and clear blockers in real time.
• SLAs: Own SLA performance and act on leading indicators before they become patient or partner escalations.
• Workflow: Maintain SOPs, review workflows, and drive appointment conversion improvements.

Per the SOP for routing clinical and non-clinical escalations:

• Non-clinical: Resolve operational, access, scheduling, and behavioral issues that exceed Lead authority.
• Clinical: Identify clinical, safety, and privacy issues and route them immediately to the right clinical or compliance owner, with documentation.

• Interpret pod-level data and give the Director clear insight on performance.
• Provide inputs for volume and staffing models and flag forecast-versus-actual variances.

The commercial relationship sits with the program and account layer. You are the operational executor behind it.

• Launch readiness: Support new clinic launches and rollouts, making sure staffing, training, and SOPs are ready before go-live.
• Partner execution: Translate partner requirements into trainable processes and represent Care Concierge in operating meetings.
• Commitments: Give clear status updates on open issues and escalate any change to partner commitments to the program layer and Director.

• WFM and Operational Excellence: Partner on scheduling, workflow improvement, and surfacing friction early.
• Clinical Operations: Serve as primary counterpart for clinical escalations and staffing.
• Growth, Account, and Program teams: Act as the operational counterpart supporting partner relationships.

• 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.
• Comfort working across several systems and channels at once (Epic, Salesforce, Slack, Teams, Google Suite).
• Strong written communication and documentation discipline.
• Sound judgment about what to escalate, what to route, and what to resolve.
• Strongly Preferred: health system or multi-site practice operations experience; prior call center or contact center management; experience in a regulated, compliance-heavy operating environment.