Senior Manager, Virtual Care Operations

khealthcareers; New York (NY); Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Onsite four days per week in New York

Fridays remote option

Stock options

Paid parental leave

401k benefit

Commuter Benefits

Health, dental, and vision insurance

Job summary

K Health seeks a Senior Operations Manager to own the daily performance of its Care Concierge pod across health system clinics. You will staff, train, coach, and hold teams to high standards in a 24/7 operation to meet SLAs with optimal cost per visit and successful visit conversions.

You’ll lead Team Leads, shape staffing models, manage escalations, and drive cross-functional improvements. In-office in New York four days per week; Fridays may be remote.

Qualifications

• 5+ years in customer-facing operations, contact center, or healthcare operations with team leadership.
• Experience leading frontline staff, preferably with a supervisory layer.
• Epic experience is required.
• Strong ownership mindset and data-driven decision making.
• Comfort working across multiple systems (Epic, Salesforce, Slack, Teams, Google Suite).

Responsibilities

• Own daily operations for the Care Concierge pod to meet SLAs at the lowest cost per visit.
• Staff, train, coach, and evaluate Team Leads and frontline agents.
• Manage escalations and resolve issues per SOPs, safeguarding patient safety and privacy.
• Analyze pod performance, generate insights, and forecast staffing needs.
• Collaborate with partners and cross-functional teams to launch and support clinics.

Skills

Leadership

Staffing

Process improvement

Analytical

Communication

Tools

Epic

Salesforce

Slack

Teams

Google Suite

Job description

About the role:

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.

This role requires in-office presence in our New York office four days per week.

People Management

• 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.

Run Daily Operations

• 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.

Manage escalations

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.

Analyze and report

• 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.

Partner-facing operational execution

• 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 elevate any change to partner commitments to the program layer and Director.

Work cross-functionally

• 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.

What we are looking for

• 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 elevate, 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.

Benefits & Perks:

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

Compensation: $120,000 - $140,000 USD

Who We Are:

Behind every leading health system is K Health's AI-powered virtual care engine.

Our deeply integrated model modernizes the primary care loop by using AI to put humans first. For our patients, we offer clinical AI (i.e., PatientGPT) and unparalleled access to close care gaps around the clock. For our Providers, we deliver provider-serving agentic solutions (i.e., Perfect Note) to