Care Operations Manager

About Tailwind

Tailwind is building a better way to care for kids and teens with metabolic health concerns through a family-centered model. Too often, families are left to navigate fragmented care, long waitlists, and a system that treats medical, nutritional, and behavioral needs separately.

We bring medical care, nutrition, and behavioral health together in one coordinated, evidence-based program, covered by insurance. Our goal is to help kids and teens build healthier lives, with care that’s practical, compassionate, and built around the whole family.

Our approach to care

Our approach is family-centered, evidence-based, and focused on the whole child. We do not define success by weight loss alone. Care focuses on improving health behaviors, metabolic health, growth patterns, and overall well-being, with goals tailored to each child and family. When changes in weight trajectory are clinically appropriate, they are addressed without shame, stigma, restrictive dieting, or an overemphasis on the number on the scale.

About the role

We're looking for a Care Operations Manager to build and run the day-to-day operations that support our patients, families, and clinical team.

This is both a building and a doing role. You'll work closely with our Head of Operations to take projects from idea through implementation. You'll need to be equally comfortable designing new workflows, independently solving operational problems, and picking up the phone to help a family.

We're a small, ambitious team. We work hard, move quickly, and hold ourselves to high standards. We want someone who shares that commitment and is excited to help launch a company. If you're looking for a predictable 9-to-5 with a clearly defined list of tasks, this isn't the role for you.

What you’ll own

Patient operations and family experience

• Own the patient journey from initial enrollment through ongoing care, ensuring families have a seamless experience at every stage.

• Develop and manage patient onboarding, scheduling, communications, and administrative care coordination workflows.

• Communicate directly with families, investigate and resolve issues, and coordinate with clinicians and partners.

• Help families navigate insurance and billing questions, working with our revenue cycle and insurance partners to resolve outstanding issues.

• Develop processes to proactively engage families, collect feedback, identify barriers to care, and improve patient retention and satisfaction.

• Establish patient support standards, escalation pathways, and coverage processes.

Clinician and team support

• Support day-to-day clinician admin needs and facilitate coordination between families, clinicians, and internal teams.

• Help onboard, train, and potentially manage additional administrative and patient support team members as we grow.

Ops development & process improvement

• Build and maintain SOPs, playbooks, communication templates, and other resources that support consistent care delivery.

• Track operational metrics, identify recurring problems, and work with Engineering and Clinical to implement solutions.

• Leverage AI, automation, and new tools to reduce admin work and improve the patient and clinician experience.

Who you are

Minimum qualifications

• 3+ years of experience in healthcare operations, patient operations, care coordination, or a related function.

• Experience working directly with patients and clinical teams in a US healthcare setting.

• Familiarity with US healthcare insurance, patient billing, and administrative care delivery workflows.

• Experience independently managing projects from initial scoping through implementation.

• Excellent communication skills, including the ability to navigate sensitive conversations with families.

• Strong organizational and analytical skills and excellent judgment.

• Fluency using AI and automation to improve productivity and operational efficiency.

• Based in the US.

Nice to have

• Experience at an early-stage healthcare company.

• Experience building or scaling a patient operations or care coordination function.

• Experience managing or training administrative or patient support team members.

• Experience in pediatrics, specialty care, or multidisciplinary care delivery.

Compensation, benefits, and role structure

• Annual salary of $75,000–$95,000, commensurate with experience

• Health benefits, 401(k), unlimited PTO

• Full-time, remote position reporting to the Head of Operations

• Willingness to occasionally support patient operations outside traditional business hours

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Tailwind is an equal opportunity employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.