Care Operations Manager

Pair Team is on a mission to improve the wellbeing of underserved communities by connecting them to high-quality care.

Pair Team cares for the highest-need Medicaid recipients through a community-led model. We build local partnerships with shelters, food pantries, and other community-based organizations to turn them into a site of care. As a support system for the community, we provide wraparound clinical services, up-skill CBO staff to become Community Health Workers, and utilize our proprietary data-driven technology platform, Arc, for care coordination. Through Medicaid MCOs, we provide healthcare for hard-to-reach, high-need individuals, while sharing healthcare dollars with community groups to expand their social support programs.

• Lead with integrity: We keep our commitments and take responsibility for our actions. We are dependable and choose authenticity over perfection.
• Embrace challenges: We leave our egos at the door and step forward into discomfort instead of back into safety. We help each other to learn and provide feedback using candor and kindness.
• Break through walls: We go the extra mile for our patients, partners and one another, and we run toward hard things. We are resilient in our push for consistent improvement and challenge the status quo.
• Act beyond yourself: We build each other up and respect boundaries. We seek first to understand and assume positive intent.
• Care comes first: We hold ourselves to the highest standards for our patients. We are relentless in the pursuit of our mission, and ensure that we are taking care of ourselves in order to care for others.

• Forbes: For Pair Team, Accessibility Is About Delivering Healthcare To Those Who Need It The Most
• TechCrunch: Building for Medicaid’s regulatory moment with Neil Batlivala from Pair Team
• Axios: Pair Team collects $9M for Medicaid-based care

Pair Team is building a team of deeply passionate individuals ready to change primary care operations for those who need it most.  We are looking for a highly motivated full-time Care Operations Manager who has experience managing teams, and is willing to think creatively and empathically to help our team change the way people access healthcare. 

The Care Operations Manager will lead a team of referral coordinators and ops support associates, who support the daily scheduling coordination and backend support of our Care Team. This person will guide the team to meet their SLAs and key metrics by setting clear objectives, monitoring performance, and coaching. This person is an excellent communicator and servant leader, fostering collaboration and ensuring the team is motivated.

Build trust with assigned referral coordinators and ops support associates and develop relationships as the leader of the team. 

• Provide 1:1 management and coaching 
• Complete bi-weekly QA audits of team work to ensure high quality patient care
• Timely and clear documentation 
• Up to date tasks
• Accurate data entry
• Monitor dashboards daily to ensure the team is meeting SLAs and metrics are trending in the right direction
• Act as first point of contact for escalations and troubleshooting
• Assist with development and implementation of new hire and ongoing trainings 
• Assist with the team interview process
• Own the upkeep and auditing of assigned pods SOPs

Must-Have Qualifications/The experience and attributes you can bring to this role include: 

• At least 2 years experience managing large individual contributor teams 
• 2+ years of experience with operations, community engagement, patient navigation or social work
• Must have quiet and HIPAA-compliant at-home work environment with reliable Internet connection and cell phone 
• Strong understanding of cultural fluency
• Demonstrated professional or personal lived experience working closely with individuals experiencing complex chronic needs, homelessness, or Severe Mental Illness/Substance Use Disorder 
• Strong technical skills and comfort with technology innovation, past experience with CRM databases, basic Excel, Word, email, and video conferencing

Because We Value You:

• Compensation: $75,000 - $80,000
• Comprehensive health, vision & dental insurance
• 401k
• Opportunity for rapid career progression with plenty of room for personal growth!
• Equity compensation package
• Monthly work from home expense stipend 
• Flexible vacation policy with flexible paid time off
• Work from the comfort of your own home