Care Operations Manager, Patient Enrollment

Oshi Health is revolutionizing GI care with a digital clinic model that provides easy, convenient access to an integrated and multidisciplinary care team that takes a holistic approach to diagnosing, managing and treating digestive health conditions. Oshi Health has been recognized by Modern Healthcare and Builtin as the recipient of Best Place to Work awards. This recognition highlights our dedication to creating a workplace environment that prioritizes our team, fosters inclusivity, and is committed to our mission.

We take time to get to know each patient, develop a personalized, whole-person care plan that includes identification of symptom triggers and prescription of evidence-based interventions, including medications, dietary changes, and mental health support.  Our care is delivered virtually through our app, via secure messaging and telehealth visits.  When in-person diagnostics or procedures are needed, we take a concierge approach and coordinate access, care and follow up with local providers. For more information, visit us at: www.oshihealth.com

"Oshi Health will never contact job candidates via text message or any other messaging platform including WhatsApp, Signal, and Telegram. All official correspondence will occur through email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reach out to careers@oshihealth.com, and we’ll confirm whether you’re engaging with one of our Oshi teammates!"

About the Role

Are you a healthcare operations leader eager to redefine digestive healthcare on a national scale? At Oshi Health, we believe telehealth and data-driven remote care can create more accessible, convenient, and holistic solutions for managing GI conditions. If you thrive in fast-paced environments, enjoy problem-solving, and share our passion for innovation in healthcare, we’d love to hear from you.

As the Patient Enrollment Manager, you will lead and scale Oshi’s care coordination team, ensuring exceptional patient care, satisfaction, and efficient operations. Reporting to the Senior Manager of Care Operations, you will oversee a team of Enrollment Specialists and collaborate closely with Marketing to deliver a seamless patient experience.

What you'll do:

Patient Engagement

• Develop and implement workflows to enhance patient engagement and retention.
• Drive patient acquisition by supporting high volumes of new patients through enrollment and scheduling, leveraging various channels like phone/video calls, SMS, email, and in-app chat.

Patient Education

• Create conversation guides and coach Enrollment Specialists on engaging and educating patients about Oshi Health’s programs.
• Standardize processes to ensure consistent, high-quality care delivery, achieving strong satisfaction rates and gross margins.

Healthcare Knowledge

• Simplify complex healthcare and insurance concepts for patients and Enrollment Specialists.
• Design workflows and SOPs to accurately verify eligibility and insurance benefits, answering patient questions on coverage, billing, and payment processing.

Technology Collaboration

• Collect and prioritize feedback from Enrollment Specialists to guide technology platform improvements in partnership with the Product team.

Cross-Functional Leadership

• Collaborate with Care Operations, Patient Marketing, and Growth teams to enhance patient engagement.
• Support the care coordination team and receive cross-training in care coordination tasks for full-cycle patient engagement.

Data & Reporting

• Manage key reports and track data to refine operational processes.
• Ensure timely communication with patients and internal teams to achieve enrollment goals.

Results you will drive:

• Revenue Growth: Increase patient enrollment and retention while optimizing care delivery costs.
• Operational Efficiency: Achieve KPIs such as response times, engagement, retention, and conversion rates.
• Patient Satisfaction: Maintain high CSAT, NPS, and encounter ratings.
• Health Outcomes: Improve patient symptom control, quality of life, and productivity scores.
• Team Development: Enhance Enrollment Specialist satisfaction through retention and feedback initiatives.
• Access to Care: Ensure ease, speed, and convenience for patients.

Qualities we’re looking for in candidates: 

• Ready to contribute wherever needed to achieve team and company OKRs/goals.
• Naturally collaborative with strong communication and alignment-building skills.
• Skilled at creating clear frameworks, operational flows, training materials, and measurable KPIs.
• Proactive in decision-making, considering risks and outcomes.
• Excellent organizational and project management skills to oversee multiple priorities.
• Effective people manager who fosters team growth and development.
• Committed to exceptional customer satisfaction, willing to engage with patients as needed.
• Flexible with scheduling, including evening and weekend oversight when required.

What you'll bring to the team:

• Proven success in operational roles in digital healthcare, preferably within provider organizations or multidisciplinary care teams.
• Familiarity with clinical concepts and protocols, with medical training or credentials being a plus.
• Excellent communication skills and attention to detail to identify and address workflow gaps.
• Experience recruiting, onboarding, and managing healthcare professionals, with motivational interviewing skills preferred.
• Analytical mindset to map data for clinical operations and quality assurance.
• Comfort with technology and product development to support operational needs.
• Experience scaling teams to meet demand and developing staff for success.
• Thrives in entrepreneurial settings, navigating ambiguity confidently while challenging the status quo in healthcare.
• High integrity and accountability for achieving results.

Oshi Health’s Core Values:

• Own the Outcome
• Do the Right Thing
• Direct & Open 
• Learn & Improve
• Teamwork
• Thrive on Diversity

At Oshi, we determine salary ranges using market benchmarking and a geo-neutral compensation philosophy—your pay is based on the role and level, not your location.We believe in offering competitive compensation that reflects your unique skills, experience, and qualifications. While the salary range provided outlines the potential earning scope for this role, final offers are tailored to each candidate's expertise, contributions, and alignment with internal equity among peers in similar roles. Oshi utilizes the entire compensation range, and we expect candidates offered positions with our company to fall widely throughout the range.The candidate we hire may have more experience (or less) than what is outlined in this job description. If that’s the case, an updated level and salary range will be shared during the hiring process.

Note: This job description serves as a general overview and may be subject to change based on organizational needs and requirements.

Oshi Health is an equal opportunity employer that is committed to creating a diverse work environment. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspective and contributions.

Oshi Health’s policy is to maintain a working environment that encourages mutual respect, promotes harmonious and congenial relationships between employees, and is free from all forms of discrimination and harassment of any employee (or applicant for employment or service provider) by anyone, including supervisors, co-workers, vendors, or clients. Harassment and discrimination in any manner or form is expressly prohibited. There is no tolerance for discrimination or unequal treatment of any kind on the basis of race, color, religion, creed, gender, sex, sexual orientation, gender identity or expression, pregnancy, sexual and reproductive health decisions, national origin, age, disability, genetic information, marital status or civil partnership/union status, familial status, military or veteran status, predisposition or carrier status, domestic violence victim status, alienage or citizenship status, unemployment status, sexual violence or stalking victim status, caregiver status, or any other characteristic protected by law.

This practice applies to all terms, conditions and privileges of employment including, but not limited to, recruitment, selection, promotion, demotion, transfer, layoff, rehire, termination of employment, development and training, compensation, benefits and retirement.

For more information, visit us at www.oshihealth.com