World Class Health

Compensation

Full Description

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 be both a frontline care coordinator and a process owner. This individual will directly support patients through their surgical journey—onboarding them, answering questions, coordinating logistics, and serving as their trusted guide. In parallel, they will identify operational gaps, document workflows, and design scalable systems that will enable the function to grow. This is a hands-on, high-impact role suited for someone with strong emotional intelligence, organizational skills, and proven digital health experience. The ideal candidate thrives in ambiguity, can balance direct patient engagement with operational buildout, and is excited to create structure where little currently exists. Care Coordination (Primary Function) • Serve as the main point of contact for patients from onboarding through post-surgical follow-up. • Coordinate appointments, scheduling, and communication between patients, nurses, and providers. • Provide high-touch support with empathy, ensuring patients feel informed and cared for throughout their journey. • Track and resolve patient issues, escalating when needed to clinical or operational leadership. Process Design & Operational Buildout (Secondary Function) • Document and improve current workflows and streamline operations. • Build and maintain trackers, dashboards, and reporting tools in G Suite and Salesforce • Partner with operations and technology teams to pilot and implement tools that streamline patient management. Cross-Functional Collaboration • Work closely with nurses, operations, and administrative staff to ensure seamless patient handoffs. • Share insights from patient interactions to inform clinical and operational improvements. • Contribute to company-wide initiatives related to patient engagement, quality, and efficiency. Qualifications • 5+ years of experience in start up healthcare operations, patient services, or care coordination. • Mandatory prior startup experience — proven ability to thrive in fast-paced, ambiguous environments with limited existing structure. • Strong administrative and project management skills; comfortable balancing direct service and process work. • High emotional intelligence and excellent communication skills, with a patient-first mindset. • Demonstrated success in building or improving workflows, systems, or tools. • Extensive experience using G Suite, Salesforce and other relevant platforms like Preferred • Prior experience working for a Center of Excellence program • Experience in surgical care, ambulatory services, or patient navigation • Exposure to process improvement methodologies (Lean, Six Sigma, etc.) • Bilingual English/Spanish