About Rely Health

At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States.

By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care

About the role

As a Manager, Care Operations, you own the operational success of our care navigation programs across a 24/7, globally supported model. You lead a distributed team of Leads and Care Navigators and are accountable for continuity of care, team performance, and client outcomes.

This role does not require around-the-clock availability, but it does require flexibility. Our work spans time zones, and strong leaders in this role are willing to adjust their schedule as needed to support overseas teams, manage escalations, and ensure smooth handoffs between shifts. This is not an 8–5 role—it’s a leadership position in a fast-moving startup environment.

You’ll thrive here if you’re comfortable with ambiguity, take ownership of outcomes, and enjoy building structure as you scale.

What you'll do

1. Leadership & Team Coaching

• People First: Directly manage and mentor the navigator team. You are responsible for their professional growth, ensuring they have the tools to effectively lead their own Navigator teams.
• Remote Culture: Build a cohesive, high-performing culture across a remote and in-person workforce.
• Conflict & Escalation: Act as the second line of defense for complex patient journeys or operational bottlenecks escalated by care navigators.

2. Operational Excellence

• Strategy to Execution: Translate high-level direction from executive leadership into clear, actionable workflows for regional and offshore teams.
  
  
  
• Flexible Coverage & Handoffs: Oversee a 24/7 operating model by ensuring strong shift handoffs, clear ownership, and service continuity—without requiring constant availability.
  
  
  
• Process & Compliance: Ensure adherence to national and local processes, Medicaid requirements, and client-specific workflows.

3. Metrics & Client Success

• Data-Driven Decisions: Analyze site metrics to identify trends, gaps in service, or opportunities for efficiency.
• Client Alignment: Partner with the Client Success and Product team to ensure our performance meets and exceeds contractually obligated metrics and KPIs.
• Quality & Training: Work horizontally with the Technical Trainer and QA Team to identify training gaps and ensure AI Companion performance meets our high standards.

Who You Are

• Healthcare Expert: You have a deep understanding of the healthcare landscape and the unique challenges faced by the Medicaid population.
• Experienced Case Manager: You’ve been in the trenches. You understand high-acuity case management and how to navigate social determinants of health (SDOH).
• Startup Ready: You thrive in fast-paced environments where processes are being built as we go. You are proactive, not reactive.
• Remote Native: You are an expert at managing people remotely. You know how to "read the room" digitally.
• Flexible & Resilient: You understand that a 24/7 operation requires a manager who can be flexible with their time and stay calm under pressure.

Qualifications

Minimum Required Qualifications:

• Bachelor's degree in Healthcare Administration, Business Administration, or related field
• 4+ years progressive experience in operations management, preferably in healthcare or related industries
• 5+ years in healthcare operations or case management leadership.
• Proven experience managing remote teams and "managing managers" (Leads).
• Demonstrated success in managing complex client relationships
• Strong analytical skills with the ability to interpret complex data and make data-driven decisions
• Experience in customer facing roles
• Experience with healthcare technology platforms and product development cycles, including:

• Electronic Health Record (EHR) systems (Epic, Cerner, Meditech, etc.)

• Care management or patient navigation platforms

• Product development and implementation lifecycles
• Proven track record of driving operational improvements

• Strong background in Medicaid and Behavioral Health (strongly preferred).
• Exceptional analytical skills—able to turn metrics into a coaching plan.

Preferred Qualifications:

• Experience in startup or high-growth environments
• Experience working in Emergency Department  or hospital setting
• Experience building programs from ground up
• Background in direct patient care, community health, or care coordination
• Strong background in healthcare technology implementation and product development
• Product/AI/LLM experience with focus on operational applications

Competencies (Knowledge/Skills/Abilities):

• Excellent communication skills, both written and verbal, with the ability to effectively interact with all levels of the organization and external stakeholders
• Proficiency in project management methodologies and tools
• Demonstrated ability to translate operational needs into technical requirements
• Track record of driving technology adoption and user engagement
• Knowledge of healthcare regulations and compliance requirements
• Experience in process improvement methodologies
• Track record of successful change management
• Ability to drive strategy and operational planning
• Ability to drive initiatives based on data-driven decision making
• Ability to adapt to a changing environment
• Experience with product development and operational implementation
• Ability to manage multiple priorities in a fast paced environment
• Proficiency using Google Suite, Microsoft Suite and Mac OS

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

Working Conditions
Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• LT/ST Disability and Life Insurance
• Technology reimbursement
• Paid time off (Vacation, Sick, Holiday)
• Paid Parental leave
• Professional development
• Technology Reimbursement