Patient Operations Manager

Coral Care•New York, NY

6d•Hybrid

About The Position

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.

Requirements

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.
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

Nice To Haves

Strong technical skills (SQL and google sheets) preferred but not required

Responsibilities

Own the full pipeline from lead through onboarding, ensuring every family experiences a smooth and supportive, and empathetic start to care.
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.
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.
Build, refine, and scale processes that maximize patient conversion and retention while keeping the parent experience central at every step.
Partner with Provider Operations, Marketing, and Billing to ensure seamless coordination across the organization and a cohesive, stress-free experience for families.
Track, analyze, and report on key performance metrics; identify trends and anomalies; and use insights to drive team improvements and targeted coaching.