Care Operations Manager

Summary

Join Pair Team, a mission-driven organization improving underserved community wellbeing by connecting them to high-quality care. As a Care Operations Manager, you will lead a team of referral coordinators and ops support associates, ensuring daily scheduling coordination and backend support. You will guide the team to meet SLAs and key metrics, providing coaching and fostering collaboration. This role requires at least 2 years of experience managing large teams and experience in operations, community engagement, or social work. Pair Team offers a competitive salary, comprehensive benefits, and opportunities for growth. The position is full-time and remote, with a flexible vacation policy and a monthly work-from-home stipend.

Requirements

• At least 2 years experience managing large individual contributor teams
• 2+ years of experience with operations, community engagement, patient navigation or social work
• Must have quiet and HIPAA-compliant at-home work environment with reliable Internet connection and cell phone
• Strong understanding of cultural fluency
• Demonstrated professional or personal lived experience working closely with individuals experiencing complex chronic needs, homelessness, or Severe Mental Illness/Substance Use Disorder
• Strong technical skills and comfort with technology innovation, past experience with CRM databases, basic Excel, Word, email, and video conferencing

Responsibilities

• Build trust with assigned referral coordinators and ops support associates and develop relationships as the leader of the team
• Provide 1:1 management and coaching
• Complete bi-weekly QA audits of team work to ensure high quality patient care
• Timely and clear documentation
• Up to date tasks
• Accurate data entry
• Monitor dashboards daily to ensure the team is meeting SLAs and metrics are trending in the right direction
• Act as first point of contact for escalations and troubleshooting
• Assist with development and implementation of new hire and ongoing trainings
• Assist with the team interview process
• Own the upkeep and auditing of assigned pods SOPs

Benefits

• Compensation: $75,000 - $80,000
• Comprehensive health, vision & dental insurance
• 401k
• Opportunity for rapid career progression with plenty of room for personal growth!
• Equity compensation package
• Monthly work from home expense stipend
• Flexible vacation policy with flexible paid time off
• Work from the comfort of your own home