Senior Manager, Virtual Care Operations

K Health•New York, NY

3d•$120,000 - $140,000•Hybrid

About The Position

The Senior Operations Manager is responsible for the daily performance of the Care Concierge function for a dedicated pod of health system clinics and manages the people who deliver it. This role is accountable for staffing, training, coaching, and maintaining consistent standards for Care Concierge agents within a 24/7 operation to ensure clinics meet their Service Level Agreements (SLAs) without escalation. Success is measured by meeting SLAs at the lowest achievable cost per visit, converting scheduled appointments into completed visits, and preventing patient and partner escalations. The role supports over 35 Care Concierge staff, working both in-person and remotely, and involves leading through Team Leads. Team Leads are responsible for shift supervision and first-line issue resolution, while the Senior Operations Manager owns pod performance and the development of the Team Leads into capable supervisors. This role requires in-office presence in the New York office four days per week.

Requirements

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 escalate, what to route, and what to resolve.

Nice To Haves

Health system or multi-site practice operations experience
Prior call center or contact center management
Experience in a regulated, compliance-heavy operating environment

Responsibilities

Manage and develop Team Leads with a consistent 1:1 cadence across day and overnight teams.
Own hiring, onboarding, performance management, and schedule coverage for a 24/7 operation.
Build an internal bench to promote Leads and Senior Agents from within.
Manage clinic queues, monitor team performance, and clear blockers in real time.
Own SLA performance and act on leading indicators before they become patient or partner escalations.
Maintain SOPs, review workflows, and drive appointment conversion improvements.
Resolve operational, access, scheduling, and behavioral issues that exceed Lead authority.
Identify clinical, safety, and privacy issues and route them immediately to the right clinical or compliance owner, with documentation.
Interpret pod-level data and provide clear insight on performance to the Director.
Provide inputs for volume and staffing models and flag forecast-versus-actual variances.
Support new clinic launches and rollouts, ensuring staffing, training, and SOPs are ready before go-live.
Translate partner requirements into trainable processes and represent Care Concierge in operating meetings.
Provide clear status updates on open issues and escalate any change to partner commitments to the program layer and Director.
Partner on scheduling, workflow improvement, and surfacing friction early.
Serve as primary counterpart for clinical escalations and staffing.
Act as the operational counterpart supporting partner relationships with Growth, Account, and Program teams.