Patient Operations Manager

About Coral Care At Coral Care, we believe families should never have to fight for the care their children need. Millions of children in the U.S. experience developmental delays, yet parents often face long waitlists, confusing systems, and limited options. We are changing that. Our mission is to make high-quality pediatric therapy accessible by powering a platform that connects families with trusted, local providers who can start quickly and accept insurance. By bringing together parents, providers, and payors, Coral Care is building the go-to marketplace for pediatric developmental care. The Role Coral Care is seeking a driven and experienced Patient Operations Manager to oversee the new patient booking process - AKA the Care Concierge process. You will lead a team of dedicated Care Concierges - whose job is to meet parents at the point of entry to Coral Care, and oversee their initial booking process. This is a highly data-driven and process-oriented role where you'll be responsible for designing, refining, and executing systems that directly impact patient experience and outcomes. At the same time, empathy is essential. Families navigating developmental care often feel overwhelmed, and your leadership will ensure that our teams meet them with compassion, clarity, and support. You will be accountable for all patient growth KPIs while also training, developing, and inspiring your team to deliver both operational excellence and a deeply supportive parent experience. If you thrive in building scalable processes, leading high-performing teams, and helping families access the care they need, this role is for you. Key Responsibilities New Patient Activation: Own the full pipeline from lead through onboarding, ensuring every family experiences a smooth and supportive, and empathetic start to care. Session Management: Work with our analytics team to set up dashboards and tracking to guarantee accurate scheduling, tracking, and optimization of sessions for both patients and providers. Team Leadership: Coach, develop, and inspire the Patient Success and Care Concierge teams, fostering accountability, growth, and collaboration. Model empathy in every interaction and equip your team to support families with clarity, compassion, and accountability. This role will initially have a team of 5 reporting to them, which we expect to expand as the company grows. Process Optimization: Build, refine, and scale processes that maximize patient conversion and retention while keeping the parent experience central at every step. Cross-Functional Collaboration: Partner with Provider Operations, Marketing, and Billing to ensure seamless coordination across the organization and a cohesive, stress-free experience for families. Data & Metrics Ownership: Track, analyze, and report on key performance metrics; identify trends and anomalies; and use insights to drive team improvements and targeted coaching. Qualifications & Experience 5-8 years of experience in patient operations, healthcare operations or healthcare sales and account management. Proven experience managing and developing high-performing teams. Proven experience managing multiple workstreams simultaneously. CRM Experience Required (Hubspot preferred) Demonstrated success in designing, building and scaling data-driven processes and systems. Strong Organizational and project management skills. Meticulous approach to spot-checking and process management. Experience in high-growth startups is strongly preferred. Strong technical skills (SQL and google sheets) preferred but not required Deep empathy for parents navigating the care journey, with the ability to translate complex processes into clear and supportive communication Track record of training, coaching, and inspiring teams to deliver both operational excellence and compassionate service Must be willing to commute to Midtown NYC office 2-3 days per week Benefits Competitive medical coverage for you and your family $120,000–$140,000 base salary, commensurate with experience Generous PTO plus paid holidays Paid parental leave for all parents Access to a 401(k) plan