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K Health

Senior Manager, Virtual Care Operations

K Health

. Own the daily performance of the Care Concierge function for a dedicated pod of health system clinics.

Posted 10/14/2026full-timeNew York City • New York • United StatesSenior💰 $120,000 - $140,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer-facing operations within healthcare settings, with a strong focus on team leadership, performance management, and operational excellence. Proficient in utilizing data analytics to drive performance insights and improve service delivery in a compliance-heavy environment.

Highest-signal resume keywords
Epic ExperienceTeam LeadershipPerformance ManagementData AnalysisHealthcare Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Performance ManagementData AnalysisOperational ExcellenceSOP MaintenanceAppointment Conversion Improvement
Soft Skills
Strong Sense of OwnershipSound JudgmentStrong Written Communication
Tools & Technologies
EpicSalesforceSlackTeamsGoogle Suite
Industry Keywords
Healthcare OperationsContact Center ManagementRegulated EnvironmentMulti-Site Practice OperationsCustomer-Facing Operations

About the role

Key responsibilities & impact
  • Own the daily performance of the Care Concierge function for a dedicated pod of health system clinics.
  • 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 patient or partner escalations.
  • Maintain SOPs, review workflows, and drive appointment conversion improvements.
  • Resolve non-clinical operational, access, scheduling, and behavioral issues exceeding Lead authority.
  • Identify clinical, safety, and privacy issues and route them to the appropriate clinical or compliance owner with documentation.
  • Interpret pod-level data and provide the Director with performance insight.
  • Provide inputs for volume and staffing models and flag forecast-versus-actual variances.
  • Support new clinic launches and rollouts, ensuring staffing, training, and SOP readiness before go-live.
  • Translate partner requirements into trainable processes and represent Care Concierge in operating meetings.
  • Provide status updates on open issues and escalate changes to partner commitments.
  • Partner with WFM, Operational Excellence, Clinical Operations, Growth, Account, and Program teams.

Requirements

What you’ll need
  • 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.
  • 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.
  • Strongly Preferred: health system or multi-site practice operations experience; prior call center or contact center management; experience in a regulated, compliance-heavy operating environment.

Benefits

Comp & perks
  • Monday to Thursday onsite work schedule with Fridays remote
  • Weekly lunches (Mon, Tues, and Thurs) and stocked kitchen with healthy snacks and beverages
  • Monthly social committees for company events
  • 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days
  • Stock options for every full-time employee
  • Paid parental leave
  • 401k benefit
  • Commuter Benefits
  • Competitive health, dental, and vision insurance options