Care Operations Manager

Care Operations Manager

Wellness Care

Location: Richardson, TX / Dallas, TX

Job Type: Full-Time

Schedule: Monday–Friday, with occasional operational support as needed

Reports to : President, Care Operations

About Wellness Care

Wellness Care is a fast-growing chronic care management company focused on helping Medicare patients live healthier, more supported lives between doctor visits. Our model is built around whole-person care, including condition-specific support, care coordination, patient engagement, and long-term trust.

We believe that better operations create better patient care. When our Care Pros have clear leadership, strong coaching, consistent expectations, and operational support, they can serve more patients faster, more consistently, and more comprehensively.

About the Role

The Care Operations Manager is responsible for leading a team of Care Pros and helping them succeed in the operational parts of their role. This is a people leadership and performance management position focused on daily execution, productivity, patient engagement, quality of work, time management, accountability, and team consistency.

The Care Operations Managers will work closely with the Director of Care Operations to ensure Care Pros are meeting operational expectations, executing workflows consistently, and Team Leadership & Performance Management

• Manage and support a team of approximately 15 Care Pros

• Provide daily operational leadership, coaching, accountability, and performance feedback

• Monitor individual and team productivity, including CCM events, patient outreach, patient follow-up, documentation completion, and daily work execution

• Help Care Pros prioritize their day and stay focused on the highest-value patient activities

• Identify performance trends and intervene early with coaching, support, or corrective action when needed

• Create a culture of ownership where every Care Pro treats each patient as their own

Operational Execution

• Ensure Care Pros are completing required patient outreach, monthly care management activities, documentation, and follow-up tasks

• Track operational KPIs and ensure team performance aligns with company goals

• Support same-day patient engagement workflows, including warm handoffs and the Anchor Model patient experience

• Ensure patients are contacted timely and consistently after enrollment, clinic visits, care plan completion, no-shows, or other key events

• Help remove operational barriers that prevent Care Pros from completing their work

• Partner with Care Operations leadership to improve workflows, scripts, reporting, and team processes

Operational Improvement & Collaboration

• Collaborate closely with the Director of Care Operations to execute team goals, improve workflows, and support department priorities

• Identify operational gaps, workflow breakdowns, inefficiencies, and recurring team challenges

• Document trends, barriers, and improvement opportunities impacting Care Pro productivity or patient experience

• Recommend practical operational improvements to leadership

• Help implement approved process changes, workflow updates, scripts, reporting improvements, and team expectations

• Monitor whether operational changes are working and provide feedback to leadership

• Support a culture of continuous improvement where better operations directly lead to better patient care

Patient Experience

• Reinforce the importance of trust, continuity, and timely follow-up with patients

• Ensure Care Pros deliver a warm, professional, and consistent patient experience

• Coach Care Pros on communication style, patient ownership, and direct but compassionate patient engagement

• Help ensure patients understand who their Care Pro is and how Wellness Care supports them long-term

• Escalate patient service concerns, workflow breakdowns, or recurring issues to leadership

Cross-Functional Partnership

• Partner closely with Disease-Specific Nurses and Care Operations Managers to support patient care workflows

• Maintain clear boundaries between operational leadership and clinical oversight

• Escalate clinical questions, care plan concerns, or patient condition issues to the appropriate licensed clinical team member

• Collaborate with Enrollment, Clinic, Scheduling, Patient Support, and Care Operations teams to improve the patient journey

• Participate in huddles, team meetings, performance reviews, and operational improvement initiatives

HR & Administrative Leadership

• Support timekeeping, attendance, schedule adherence, and day-to-day team accountability

• Assist with onboarding and training new Care Pros

• Document performance issues and coaching conversations appropriately

• Help identify top performers, team risks, staffing gaps, and training needs

• Reinforce company policies, compliance expectations, and professional standards

What Success Looks Like

A successful Care Operations Manager will help their team:

• Complete more CCM events consistently and accurately

• Improve patient follow-up and patient engagement

• Reduce missed work, delays, and operational gaps

• Maintain strong documentation habits

• Work more efficiently without sacrificing patient trust

• Collaborate effectively with clinical teams

• Identify and help implement operational improvements

• Understand their daily priorities and execute with urgency

Qualifications

Required

• 3+ years of experience in team leadership, operations management, healthcare operations, call center leadership, patient support, care coordination, or a similar role

• Strong ability to manage people, performance, productivity, and accountability

• Excellent verbal and written communication skills

• Highly organized with strong follow-through

• Comfortable using technology, dashboards, EMRs, CRMs, call systems, or workflow tools

• Ability to coach employees in real time and provide clear, direct feedback

• Ability to identify workflow gaps and recommend practical improvements

• Strong judgment and ability to escalate issues appropriately

• Patient-first mindset and commitment to service excellence

Preferred

• Experience in chronic care management, care coordination, primary care, Medicare, telehealth, remote patient support, or healthcare operations

• Experience managing hourly employees or patient-facing teams

• Familiarity with CCM, RPM, care plans, patient outreach, or EMR documentation

• Experience in a fast-paced startup or high-growth healthcare environment

Important Role Clarity

This is an operations leadership role, not a clinical decision-making role. The Care Operations Manager is responsible for Care Pro performance, workflow execution, accountability, operational success, and process improvement. Licensed clinical team members remain responsible for clinical oversight, care plan review, clinical coaching, escalations, and patient safety matters.

Ideal Candidate

The ideal candidate is a strong people leader who is organized, direct, motivating, and comfortable managing daily performance. You know how to hold a team accountable while still creating a positive culture. You care about patients, you move quickly, and you understand that operational excellence directly impacts care quality.

You are not just willing to follow a process — you are able to see where processes can be improved, communicate those opportunities clearly, and help implement better ways of working.

supporting Wellness Care’s broader patient care goals. This leader will also be responsible for identifying, documenting, recommending, and helping implement operational improvements that make the Care Pro team more effective, efficient, and patient-focused.

Care Pros will report directly to the Care Operations Manager for operational leadership, while maintaining a dotted-line clinical connection to their disease-specific nurse for care plan oversight, clinical escalations, disease-specific education, and care quality. This aligns with Wellness Care’s two-lane operating model: Operations led by the Manager, Care Pro Operations and Clinical led by Disease-Specific Care Managers/Nurses.

Pay: $78,000.00 per year

Benefits:

• 401(k)

• 401(k) matching

• Dental insurance

• Health insurance

• Paid time off

• Vision insurance

Work Location: In person