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Role Description

As we continue to scale our patient operations and expand our partnerships, we are seeking a highly organized, people-focused Care Coordination Supervisor to lead our two Care Coordination teams. In this role, you will be responsible for managing team performance, ensuring operational excellence, and maintaining a high-quality patient experience across all communication channels.

• Own daily Care Coordination operations by reviewing overnight escalations, staffing coverage, active queues, and SLA performance to ensure timely, high-quality patient outreach
• Monitor workload distribution and team performance, proactively addressing risks, bottlenecks, or underperformance using data and clear action plans
• Lead, coach, and support Care Coordinators through 1:1s, team huddles, onboarding, and continuous feedback to reinforce expectations, quality, and engagement
• Partner with Team Leads to triage and resolve complex or sensitive patient issues requiring supervisor-level judgment
• Collaborate closely with Clinical (RN/NP) teams to appropriately escalate clinical decisions while maintaining patient safety, documentation standards, and operational quality
• Oversee training and role readiness, ensuring new hires receive structured development and demonstrate consistent performance against expectations
• Own documentation and quality standards by integrating QA reviews and Team Lead audits into a cohesive quality program
• Create, manage, and review operational dashboards and performance trends to identify gaps, inform prioritization, and drive system-level improvements
• Drive continuous improvement by identifying workflow inefficiencies, automation opportunities, and scalability gaps in partnership with Product, Engineering, and Ops teams
• Lead change management for new tools, protocols, and workflow updates, ensuring consistent adoption and accountability across the team

Qualifications

• 3–5+ years of experience in healthcare operations, patient support, or care coordination
• 2+ years of direct people management experience, including coaching, performance management, and accountability
• Strong coaching skills with a demonstrated track record of developing and supporting high-performing teams
• Experience owning team performance metrics and using data to identify trends, gaps, and areas of concern
• Proficiency in using electronic health records (EHRs), care coordination systems, and team communication tools
• Experience managing high-volume operational workflows and balancing competing priorities across a team
• Excellent organizational skills and attention to detail, particularly in documentation, quality review, and follow-through
• Strong written and verbal communication skills, with the ability to translate operational data into clear insights for both leadership and frontline teams
• Demonstrated ability to analyze trends, identify root causes, and implement workflow or process improvements
• Comfortable navigating ambiguity and leading teams through rapid change
• Commitment to maintaining patient confidentiality and delivering a compassionate, patient-centered experience

Requirements

• Flexibility, humility, and a sense of humor are your key personality traits
• You excel at coaching others and helping teams grow
• You are energized by solving complex operational problems
• You are highly organized and love building structure out of ambiguity
• You communicate proactively and transparently
• You approach conflict and feedback with empathy and clarity
• You thrive in a fast-paced, high-volume environment and can maintain calm under pressure
• You lead with compassion and model the patient experience you want your team to deliver
• You love streamlining workflows and finding opportunities for process improvements
• You measure your success by how well your team performs and grows
• You value data and metrics as tools to guide decisions and accountability

Benefits

• Opportunities for growth and continual development
• Professional challenge and the chance to make a real difference in the lives of people