Director, Patient Care

Carrum Health•,

10h•$130,000 - $160,000•Remote

About The Position

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 90% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study.

Requirements

10+ years of experience in patient operations, care coordination, account management, or healthcare service delivery roles, including 5-8 years of leadership experience managing leaders of leaders as well as multidisciplinary or customer-facing operations teams.
Strong operational leader. While a clinical background is not required, experience working alongside clinical teams is highly valued.
Proven success leading operational teams and building strong partnerships with external clients to support their member populations.
Strategic operator who can set vision, manage execution, and adapt to the needs of a growing organization.
Data-driven, skilled at interpreting metrics and using insights to improve outcomes, quality, and operational efficiency for both patients and client stakeholders.
Passionate about building and developing people, fostering an environment of empathy, learning, and accountability.
Exceptional communication and collaboration skills, able to engage effectively with external clients, executives, and internal partners.
Handle confidential information appropriately and maintain full compliance with HIPAA and other regulatory standards.
Embody “patient first” values and are deeply motivated by the opportunity to improve the patient journey through high-quality, coordinated care.
Thrive in a fast-paced, evolving environment, comfortable with ambiguity and inspired by mission-driven work.

Nice To Haves

Experience with self-funded employer benefit plans, bundled payment models, or Centers of Excellence programs is a plus.
Spanish-speaking is a plus.

Responsibilities

Lead and develop a high-performing, multidisciplinary Patient Care organization that primarily includes Care Navigators dedicated to key client accounts.
Establish and execute a strategic vision for patient care delivery that ensures service excellence, strong client alignment, and scalability as Carrum grows.
Oversee daily operations of the Care Navigation teams, ensuring workflows, communication, and patient touchpoints are seamless and effective.
Partner closely with internal clinical leadership to ensure alignment on care protocols and seamless care transitions for patients.
Ensure a differentiated, high-touch experience for every patient, combining empathetic support with operational precision.
Collaborate with Client Success and cross-functional leaders to enhance patient engagement, streamline workflows, and represent operational capabilities in client-facing environments.
Define, monitor, and analyze key performance metrics, including patient satisfaction, client-specific engagement rates, and care utilization.
Partner with leadership to design and implement technology and process improvements that optimize care coordination and patient outcomes.
Lead workforce planning, staffing, and professional development across your teams to ensure adequate capacity, readiness, and tight alignment with client needs.
Serve as a visible, hands-on leader who inspires excellence, accountability, and collaboration within a remote team environment.
Manage budgets and resource allocation for the Care Navigation function, ensuring efficiency and sustainable growth.
Continuously identify opportunities to innovate, scale, and elevate the patient experience using data, technology, and client feedback.