Patient Operations Manager

Coral Care; New York (NY); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Competitive medical coverage

Generous PTO plus paid holidays

Paid parental leave

Access to a 401(k) plan

Job summary

A leading healthcare provider in New York seeks an experienced Patient Operations Manager to oversee the entire patient booking process. The role involves leading a team of Care Concierges to provide a supportive experience for families navigating developmental care. Responsibilities include team leadership, process optimization, and cross-functional collaboration. Candidates should have 5-8 years in patient operations, proven team management skills, and empathy for patient needs. The position offers a competitive salary, medical coverage, and generous PTO.

Qualifications

• 5-8 years of experience in patient operations or healthcare.
• Proven management experience with high-performing teams.
• Experience in high-growth startups preferred.

Responsibilities

• Own the patient activation process from lead to onboarding.
• Manage analytics for accurate session scheduling and tracking.
• Coach and develop Patient Success and Care Concierge teams.
• Refine processes to maximize patient conversion and retention.
• Collaborate with cross-functional teams for seamless coordination.
• Track and report key performance metrics for team improvements.

Skills

Patient operations experience

Team management

Process optimization

CRM experience (Hubspot preferred)

Data analysis

Organizational skills

Technical skills (SQL, Google Sheets)

Job description

Coral Care Patient Operations Manager New York, NY · Full time

The Patient Operations Manager will lead the teams that guide families from their very first inquiry through ongoing care, ensuring a smooth, supportive, and scalable experience every step of the way.

The Role

Coral Care is seeking a driven and experienced Patient Operations Manager to oversee the new patient booking process - AKA the Care Concierge process. You will lead a team of dedicated Care Concierges - whose job is to meet parents at the point of entry to Coral Care, and oversee their initial booking process.

This is a highly data-driven and process-oriented role where you’ll be responsible for designing, refining, and executing systems that directly impact patient experience and outcomes. At the same time, empathy is essential. Families navigating developmental care often feel overwhelmed, and your leadership will ensure that our teams meet them with compassion, clarity, and support.

You will be accountable for all patient growth KPIs while also training, developing, and inspiring your team to deliver both operational excellence and a deeply supportive parent experience. If you thrive in building scalable processes, leading high-performing teams, and helping families access the care they need, this role is for you.

Key Responsibilities

• New Patient Activation: Own the full pipeline from lead through onboarding, ensuring every family experiences a smooth and supportive, and empathetic start to care.
• Session Management: Work with our analytics team to set up dashboards and tracking to guarantee accurate scheduling, tracking, and optimization of sessions for both patients and providers.
• Team Leadership: Coach, develop, and inspire the Patient Success and Care Concierge teams, fostering accountability, growth, and collaboration. Model empathy in every interaction and equip your team to support families with clarity, compassion, and accountability. This role will initially have a team of 5 reporting to them, which we expect to expand as the company grows.
• Process Optimization: Build, refine, and scale processes that maximize patient conversion and retention while keeping the parent experience central at every step.
• Cross-Functional Collaboration: Partner with Provider Operations, Marketing, and Billing to ensure seamless coordination across the organization and a cohesive, stress‑free experience for families.
• Data & Metrics Ownership: Track, analyze, and report on key performance metrics; identify trends and anomalies; and use insights to drive team improvements and targeted coaching.

Qualifications & Experience

• 5-8 years of experience in patient operations, healthcare operations or healthcare sales and account management.
• Proven experience managing and developing high-performing teams.
• Proven experience managing multiple workstreams simultaneously.
• CRM Experience Required (Hubspot preferred)
• Demonstrated success in designing, building and scaling data-driven processes and systems.
• Strong Organizational and project management skills.
• Meticulous approach to spot‑checking and process management.
• Experience in high-growth startups is strongly preferred.
• Strong technical skills (SQL and google sheets) preferred but not required
• Deep empathy for parents navigating the care journey, with the ability to translate complex processes into clear and supportive communication
• Track record of training, coaching, and inspiring teams to deliver both operational excellence and compassionate service
• Must be willing to commute to Midtown NYC office 2-3 days per week

Benefits

• Competitive medical coverage for you and your family
• $120,000–$140,000 base salary, commensurate with experience
• Generous PTO plus paid holidays
• Paid parental leave for all parents
• Access to a 401(k) plan