Manager, Digital Care Coordination

Devoted Health

. Lead, coach, and develop a team of Digital Care Coordinators and future supervisors or leads .

Posted 10/2/2026full-timeRemote • United StatesMid-LevelSenior💰 $78,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing operational teams within digital support and healthcare environments, focusing on performance management, data-driven decision-making, and regulatory compliance. Proficient in designing workflows and utilizing technology to enhance member interactions and service delivery.

Highest-signal resume keywords

People LeadershipOperational KPI DevelopmentDigital Support ManagementData Analysis for OperationsRegulatory Compliance (HIPAA, Medicare)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementGoal SettingWorkflow DesignData AnalysisStaffing Model DevelopmentQuality ReviewChat ManagementMember Experience OptimizationEscalation ProtocolsOperational Trend Analysis

Soft Skills

Empathetic CommunicationCoachingTeam DevelopmentCollaborationClear Writing

Tools & Technologies

CRM PlatformsMessaging PlatformsAutomation ToolsAI-Assisted ToolsChat Tooling

Industry Keywords

Healthcare OperationsDigital Care CoordinationMedicare AdvantageMember-Facing WorkflowsContact Center Management

About the role

Key responsibilities & impact

Lead, coach, and develop a team of Digital Care Coordinators and future supervisors or leads
Build a service-oriented culture focused on supportive member interactions
Handle goal setting, performance management, career coaching, and leadership development
Own daily performance of the MyDevoted inbound chat queue, including response times, resolution rates, backlog, and member experience
Monitor real-time queue health and adjust staffing and priorities to meet service levels
Ensure member needs are escalated or handed off appropriately to care coordinators, nurse case managers, clinicians, and other teams
Support volume forecasts, capacity models, and staffing plans
Develop, track, and report on operational KPIs and turn trends into action plans
Use data to identify root causes of recurring member needs and recommend upstream fixes
Design, document, and refine workflows, macros, and escalation protocols
Partner with product and technology teams to improve MyDevoted chat tooling, including automation and AI-assisted opportunities
Pilot new initiatives within the innovation hub and scale what works
Run quality reviews and chat audits to ensure accurate, compliant, and empathetic communication
Ensure team practices meet regulatory, privacy (HIPAA), and Medicare requirements
Develop and maintain training and onboarding for new team members
Collaborate with clinical, member services, care coordination, and operations leaders to align goals and remove member blockers

Requirements

What you’ll need

4+ years of experience in service, contact center, digital support, or healthcare operations, with accountability for quality and productivity
1–2+ years of people leadership experience managing front-line teams
Experience managing chat, messaging, or other asynchronous digital support queues, ideally in healthcare
Confident using data to understand operations, forecast volume, build staffing models, and set quantitative goals
Proven ability to build, mentor, and scale operational teams in a fast-growing environment
Familiarity with Medicare Advantage, care coordination, and member-facing healthcare workflows
Comfortable with CRM and messaging platforms, and curious about automation and AI tools
Clear, empathetic writing and ability to communicate operational updates and risks to leadership

Benefits

Comp & perks

Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above
Parental leave program
401K program