Care Operations Manager (Remote)

Salary: Proposed Salary: $65,000 with the intention to increase when management becomes 100% of role (target $75,000 + equity within 6 months)

Schedule: 10 am to 7 pm EST

Interview Process: 3 virtual interviews, 30 minuted each

About Fort Health

Fort Health is a mental health company on a mission to “open more paths to better care for more families”. We're all about making a real difference in the lives of children and adolescents. With a whopping 50% of kids in the US missing out on mental health care, we are determined to change that statistic. And with a market size of over $50 billion, we are not just dreaming big - we're making it happen!

Our Vision

Picture this: a world where every child has access to the support they need to thrive mentally and emotionally. With the help of our amazing partners, like the Child Mind Institute, we're creating a one-of-a-kind support system that combines digital tools with virtual clinicians. Because at Fort Health, we believe “we're stronger together”.

POSITION OVERVIEW

In collaboration with the Head of Clinical Operations (to be hired) and Chief of Staff, the Care Operations Manager will lead programs and administrative processes that support care support delivery, efficiency, and process improvement. Additionally, the Care Operations Manager will tackle ambiguity, perform analysis, create actionable recommendations and work cross-functionally with teams across the company to execute on initiatives. Leading the team of care navigators and working closely with the clinical team to scale present infrastructure, the Care Operations Manager will consult product and growth teams to build out capabilities for effective operational processes at scale. Finally, the Care Operations Manager will get their hands dirty and perform the duties of a Care Navigator for ~30% of their time.

Duties and Responsibilities

• Build out the Care Operations team function e-to-e focused on insurance verification initiatives, care navigator training, patient outcomes, experience, retention, and key operational metrics.
• Collaborate with product and growth teams to build out capabilities for scalable and effective operational processes.
• Conduct ongoing 1:1 meetings with team members to develop skills and contribute to professional/organizational growth.
• Sync with Care Enablement Associate to improve our processes for working with pediatricians, families, patients, and internal clinicians.
• Drive workforce management to improve overall team performance
• Establish KPIs, SLAs, and other patient forward metrics to ensure compliance with partnership standards, drive patient satisfaction and retention, etc.
• Ensure adherence to HIPAA standards and other Compliance regulations in present and newly introduced workflows.
• Care Navigator duties for ~30% of the time
• Other duties to be discussed/assigned

Qualifications

Education and Experience

• Bachelor’s degree in Healthcare Administration, Business, or a related field (Master’s degree preferred).
• 5+ years of experience in healthcare operations, care coordination, or a related area.
• Proven experience building and scaling healthcare operations teams, preferably in a pediatric or insurance-based environment.
• Experience with insurance verification processes and patient care workflows.
• Strong understanding of HIPAA and other healthcare compliance regulations.

Skills and Competencies

• Leadership & Team Management: Demonstrated experience in managing and mentoring teams, including conducting 1:1 meetings and fostering professional development.
• Operational Excellence: Proven ability to build out and optimize end-to-end operational processes, focusing on scalability and efficiency.
• Collaboration & Communication: Strong collaboration skills, working with cross-functional teams (Product, Growth, Clinicians) to develop and implement new processes and initiatives.
• Analytical & Strategic Thinking: Ability to establish and track KPIs, SLAs, and other operational metrics that drive patient outcomes, satisfaction, and retention.
• Workforce Management: Experience in managing workforce planning to optimize team performance and productivity.
• Healthcare Industry Knowledge: Familiarity with working alongside care navigators, clinicians, pediatricians, and families, ensuring seamless collaboration and communication.

Technical Skills

• Proficient in healthcare technology systems, including patient management software, CRM, or EHR systems. Knowledge of workforce management tools and KPI tracking systems.

Personal Attributes

• Strong problem-solving skills and ability to adapt to evolving organizational needs.
• Excellent organizational skills with an ability to prioritize and manage multiple tasks simultaneously.
• Detail-oriented with a commitment to maintaining compliance with healthcare standards and regulations.

Care Navigator Role

• Ability to serve as a Care Navigator for 30% of the time, directly involved in patient care coordination, insurance verification, and patient support initiatives.

Compliance

• In-depth understanding of HIPAA standards and the ability to ensure compliance with all regulations in existing and new workflows.

Benefits

At Fort Health, our focus is to provide you with a comprehensive and competitive total reward package that supports you at all career stages- now and into the future. Our success depends on the knowledge, capabilities, and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – where we challenge you with engaging work that adds to your professional development. We are continuing to build out a comprehensive total rewards package including but not limited to:

• Time off: Unlimited Paid Time Off, 9 Company Holidays, company shut-down between Christmas and New Year
• Insurance: Health, Dental, Vision, and other supplemental insurance plans
• Remote Work: Enjoy a 100% remote work environment with meaningful touchpoints with the team. Work from anywhere in the US!
• Supportive Culture: Join a supportive peer network with access to clinical support and consultation from experienced leaders.
• Cutting-Edge Resources: Access consultation and resources from our non-profit partner to integrate cutting-edge treatment protocols and ensure the highest standard of care for our clients.
• Collaborative Environment: Join our dynamic team, where collaboration is at the heart of everything we do! We foster a supportive environment that encourages working together we can achieve more tremendous success and inspire one another to reach our full potential. If you’re looking for a place where your contributions are valued and your professional development is a priority, you've come to the right place!

Fort Health is a proud Equal Opportunity Employer – we recruit, train, compensate and promote our team members based on qualifications. We know how important it is not only to include, but to actively seek out a diversity of opinions and voices.

We want to hear from you regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.