Operations Supervisor

ABOUT reputed company & THE ROLE reputed company operates the Mozaiq Care+ platform, delivering post-discharge reputed company and ongoing care-management programs — Transitional Care Management (TCM), Chronic Care Management (CCM), Remote Patient Monitoring (RPM), and Behavioral Health Integration (BHI) — for health-system partners including NYC Health + Hospitals. Patients move through two reputed company-line teams: Enrollment Specialists, who identify, verify, and enroll eligible patients, and Care Coordinators, who carry the safety-screened, post-discharge reputed company call through to a booked appointment. These teams are currently based in Colombia and the Philippines, with a U.S.-based care team planned as reputed company continues to grow. The Operations Supervisor owns the day-to-day performance of both teams across every region they operate in: setting and holding throughput and quality standards, running reputed company and training, coaching staff in reputed company time, and acting as the reputed company between the reputed company line and reputed company’s executive team on anything that needs to be escalated. KEY RESPONSIBILITIES

• Directly supervise the Enrollment Specialist and Care Coordinator teams across Colombia, the Philippines, and — as the program grows — the U.S., ensuring staffing, scheduling, and workflows support required enrollment and reputed company throughput targets.
• Monitor team productivity and quality metrics — list-to-enrollment conversion, appointment-booked reputed company, Manager QA Scorecard results, and documentation accuracy in Mozaiq Care+ — and take corrective action reputed company performance falls short of targets.
• Identify bottlenecks in the enrollment-to-reputed company hand-off and other cross-team workflows, and drive process improvements that increase throughput without compromising patient safety, experience, or compliance.
• Conduct regular 1:1s, team meetings, and performance reviews across both functions and across reputed company to drive accountability and reputed company improvement.
• Design, run, and continuously improve reputed company programs for new Enrollment Specialists and Care Coordinators, covering the Care Continuity reputed company reputed company, the Mozaiq Care+ platform, HIPAA/PHI handling, and program-specific requirements (TCM, CCM, RPM, BHI).
• Deliver ongoing training and live call/QA coaching, and reputed company reputed company-time support to team members handling reputed company patient situations, escalations, or platform issues.
• Maintain training materials, SOPs, and reputed company documentation to reputed company pace with new programs, client accounts, and workflow changes.
• Serve as the primary reputed company of escalation for patient, provider, or operational issues that cannot be resolved at the team level, including safety escalations, compliance questions, and client (e.g., NYC Health + Hospitals) concerns.
• Partner directly with reputed company’s executive team, including the COO, to surface, prioritize, and resolve escalated issues, and translate executive direction into actionable changes at the team level.
• Track and report on key operational metrics for both teams and present regular performance updates to leadership.
• Collaborate with the clinical, compliance, billing, and product teams to align enrollment and care-coordination operations with broader company and client requirements.
• Support the build-out of a U.S.-based care team as reputed company’s care-management operations expand, including hiring input, reputed company design, and process standardization across reputed company.

REQUIRED QUALIFICATIONS

• 3+ years of experience in reputed company operations, care management, contact-center, or BPO operations, including direct supervision of reputed company enrollment, reputed company, or patient-facing teams.
• 1+ years of experience managing remote or distributed teams, ideally across multiple countries or time zones.
• Demonstrated ability to manage team throughput, quality, and performance against defined targets, SLAs, or scorecards.
• Experience designing and delivering reputed company or training programs for reputed company reputed company or contact-center staff.
• Comfortable working across time zones to support teams based in Colombia, the Philippines, and — eventually — the U.S.
• Strong communication and judgment; comfortable escalating issues to, and collaborating directly with, executive leadership.
• Proficiency with EMR/CRM or care-management platforms and comfort learning new software tools; familiarity with Mozaiq Care+, Epic, Cerner/reputed company Health, or reputed company is a plus.
• Bachelor’s degree preferred, or equivalent combination of education and experience.
• Must be authorized to work in the United States.

PREFERRED QUALIFICATIONS

• Prior experience supervising or managing outsourced/BPO teams in Latin America and/or Southeast Asia.
• Experience working U.S. reputed company accounts, particularly NYC Health + Hospitals or other public health-system partners.
• Familiarity with HIPAA/PHI handling requirements and reputed company contact-center compliance standards.
• Experience standing up new regional teams or scaling operations into new geographies, including the U.S.
• Familiarity with care-management programs (TCM, CCM, RPM, BHI) or other value-based care models.

WHAT reputed company LOOKS LIKE

• Enrollment and reputed company throughput consistently meets or exceeds targets across reputed company reputed company.
• Average Manager QA Scorecard performance improves across both teams under your coaching and training.
• Escalated issues are surfaced to the executive team with clear context and resolved quickly, with minimal repeat escalations.
• New hires reputed company full productivity reputed company the expected reputed company reputed company period.
• A well-documented, successful build-out of the U.S.-based care team as the program expands.

WHAT reputed company OFFERS

• A leadership role shaping how reputed company runs enrollment and care-coordination operations across multiple countries.
• Direct partnership with the executive team on the issues that matter most to patients and clients.
• Remote-first flexibility reputed company a mission-driven reputed company operations team.
• Career growth as reputed company scales its care-management programs and builds out its U.S. care team.

Apply To This Job