World Class Health

Lead and coach a patient-centered call center team, handle patient calls, drive sales performance, and improve operational workflows. | 5+ years in call center management or healthcare operations with sales and patient engagement experience in a startup environment, strong operational skills, and proficiency with Salesforce and call center platforms. | Care Operations Lead Location: Remote- PST hours Department: Operations Reports To: SVP of Operations Compensation: ~90 -110k- DOE About Us: We are a global Center of Excellence network helping self-insured employers save up to 50% on surgical and specialty care. By partnering with a hand-selected U.S. and international provider network, we deliver superior outcomes, predictably lower costs, and an elevated patient journey through rigorous quality standards, upfront bundled pricing, and clinician-led navigation. The Role: The Care Operations Lead will oversee and actively participate in patient engagement, sales conversion, and operational excellence. This individual will manage and coach a patient centered call center team while also personally taking patient calls—demonstrating high-touch, empathetic service and driving sales performance. In this hybrid player-coach role, you will guide patients through their healthcare journey, support your team in achieving call center KPIs, and design scalable processes that enhance both operational efficiency and patient experience. This is an opportunity for a hands-on leader who thrives at the intersection of sales, service, and operations, and who wants to directly impact patients while building the systems that support growth. Key ResponsibilitiesPatient Engagement (Direct & Team Support) • Serve as a frontline point of contact by handling patient calls, answering questions, coordinating appointments, and ensuring clear communication. • Model best practices in patient interactions, demonstrating empathy, professionalism, and a sales-minded approach. • Provide escalated support for complex or sensitive patient issues. • Ensure all patient interactions build trust and confidence, while meeting engagement and conversion goals. Call Center Leadership • Potential to manage, coach, and develop a team of patient care reps to achieve service and sales KPIs. • Monitor call quality, conversion rates, patient satisfaction, and productivity, providing feedback and continuous training. • Develop scripts, playbooks, and training programs that balance empathy, efficiency, and sales effectiveness. Sales & Growth Enablement • Drive patient acquisition and retention by aligning call center operations with company growth objectives. • Track conversion funnel metrics and identify opportunities to improve sales outcomes. • Partner with marketing and clinical teams to refine outreach strategies and align patient messaging. Operations & Process Improvement • Document, design, and refine workflows to ensure operational efficiency and seamless patient journeys. • Implement and optimize tools (Salesforce, G Suite, call center platforms) for tracking, reporting, and scaling. • Analyze patient and call center data to identify trends, operational gaps, and opportunities for improvement. Cross-Functional Collaboration • Partner with nurses, operations staff, and technology teams to ensure smooth patient handoffs and streamlined communication. • Share insights from frontline calls and team interactions to inform improvements in clinical services, operations, and patient engagement strategies. • Qualifications • 5+ years of experience in call center management, healthcare operations, or patient services, with direct experience in both sales and patient engagement in a start up environment. • Proven ability to both lead a team and personally handle patient-facing responsibilities. • Experience in an early stage digital health start up • Strong operational and project management skills; track record of improving workflows, systems, or tools. • High emotional intelligence, excellent communication skills, and a patient-first mindset. • Experience with Salesforce, G Suite, and call center systems. • Preferred • Prior experience in digital health surgical care • Familiarity with process improvement methodologies (Lean, Six Sigma, etc.). • * Bilingual English/Spanish. •

Coordinate end-to-end surgical care episodes remotely, manage patient case navigation, build clinical protocols, and support startup clinical operations. | Active RN license with 5+ years clinical surgical patient management, early stage startup experience, remote work capability, and proficiency in clinical protocol development and coordination. | Company: World Class Health (WCH) Location: Remote- PST hours Reports to: SVP of Operations Compensation: 115-125k We are a global Center of Excellence network helping self-insured employers save up to 50% on surgical and specialty care. By partnering with a hand-selected U.S. and international provider network, we deliver superior outcomes, predictably lower costs, and an elevated patient journey through rigorous quality standards, upfront bundled pricing, and clinician-led navigation. Role Summary You’ll coordinate end-to-end episodes of care—primarily surgical—for employees and dependents traveling to our Centers of Excellence (COEs) worldwide. You’ll deliver telehealth-first case management (pre-op through post-op), keep patients and stakeholders informed, and ensure safe transitions of care. As an early team member, you’ll also help build the clinical operating system of a fast-moving startup: protocols, workflows, metrics, and the team itself. What You’ll DoPatient Care & Case Management • Explain program requirements, features and process to patients. • Obtain health histories from patients and required medical records from provider offices for review and submission to appropriate specialist(s) for consultation and treatment recommendation. • Guide patients through COE selection, scheduling, pre-op readiness, and travel logistics (with interpreter services as needed). • Monitor during travel and admission; keep designated contacts updated. • Support adherence to COE provider care plan before and after surgery with regard to medications, rehabilitation, and diet. • Ensure timely communication among COE teams, PCPs, and plan stakeholders; deliver discharge summaries/op notes. • Track recovery, surface issues early, and close the loop on outcomes and experience. • Assesses patient’s medical, social and functional needs before and during transitions of care and tailor care coordination accordingly. Clinical Ops & Startup Build (key operational capabilities) • Protocol Design: Draft, pilot, and iterate clinical & navigation protocols (triage, referral, pre-op optimization, discharge, escalation). • Quality & Safety: Stand up KPIs/dashboards (access, time-to-treatment, complications, readmits, PROMs, patient NPS); run case reviews and root-cause analyses. • Workflow & Platform: Help shape our patient management platform (intake, tasks, alerts, templates), documentation standards, and data hygiene. • COE Network Ops: Work with the SVP, Ops and the Network team to standardize requirements, handoffs, SLAs, and post-discharge pathways across partner sites. • Team Building: Help recruit, onboard, and mentor nurses/care navigators; create playbooks, checklists, and training. Common procedures supported include orthopedic, bariatric, GI, gynecologic, cardiac, and other surgical interventions. Required Qualifications • Must have an active RN license (BSN or equivalent) with 5+ years clinical experience, preferably managing surgical patients (Orthopedics, Bariatrics, Neuro, SICU/Trauma, Outpatient Surgery, Occ Med, or related) • MUST HAVE Prior early stage start up experience required • Experience working remotely • Tech savvy; Strong proficiency in google suite (gsheet, gdoc, etc) • Experience building and implementing clinical and navigation protocols • Comfort coordinating across multiple providers and care settings, including COE models Preferred Qualifications • Prior coordination within a COE program • Operational/process improvement experience. Project management experience a plus • Multicultural exposure or medical travel familiarity. • Bilingual (Spanish/Hindi) a plus. Skills & Traits • Trust-building bedside manner; clear communicator (phone, email, messaging). • Builder mindset—comfortable testing, learning, and iterating. • Relentless ownership to support patients end-to-end. • Excellent organization, documentation, and time management; able to juggle multiple cases. Creative problem-solver; collaborative, positive, and flexible (occasional evenings/weekends). Job Type: Full-time Pay: $115,000.00 - $125,000.00 per year Benefits: • 401(k) • Dental insurance • Flexible schedule • Health insurance • Paid time off • Vision insurance Work Location: Remote