Manager, Care Coordination

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

The Manager, Care Coordination is responsible for overseeing the daily operations and performance of the Care Coordinator team in a remote call center environment. The Care Coordinators serve as the front line for patient interaction – answering calls, managing referrals, assisting with appointment scheduling, and ensuring a positive patient experience.

This role is responsible for setting clear performance expectations, driving call center efficiency, coaching and developing staff, and supporting operational workflows to ensure the seamless delivery of patient and provider support and care coordination services. The Manager, Care Coordination collaborates with cross-functional Operations and Product partners to ensure that the call center operations align with TailorCare’s patient-first mission.

This position is an exempt (salaried) role.

Location

This role is 100% remote

Responsibilities

Team Management & Coaching

• Directly manage, coach, and develop a team of Care Coordinators in a call center environment, providing day-to-day guidance and support.
• Monitor individual and team performance, providing timely coaching, feedback, and development plans
• Hire, onboard, and train new Care Coordinators to ensure they understand their roles and responsibilities.

Call Center Operations & Performance

• Oversee daily call center operations, including staffing, scheduling, metrics, etc.
• Drive operational excellence by identifying workflow improvements, increasing call resolution rates, reducing referral processing times, etc.
• Ensure team workflows are optimized and aligned with organizational needs and patient priorities

Process Ownership & Quality Assurance

• Develop, maintain, and enforce standard operating procedures (SOPs) for care coordination tasks
• Conduct regular audits of documentation and workflows to ensure accuracy, completeness, and compliance with quality standards.
• Partner cross-functionally to identify process gaps and lead initiatives to drive continuous improvement.

Patient Experience & Escalation Support

• Manage escalated patient or provider issues to ensure effective and timely resolution.
• Ensure accurate and timely documentation of patient interactions and care coordination activities.
• Ensure the team meets high standards of patient-centered care, emphasizing empathy, accountability, and results and adheres to organizational guidelines.
• Other duties may be assigned

Required Qualifications

• Bachelor’s Degree or higher (or equivalent experience)
• Minimum of 5 years of experience in patient support, care coordination, or healthcare operations
• 2+ years of supervisory experience
• Strong understanding of call center operations and technology preferred
• Proven ability to coach, develop, and inspire remote team members
• Ability to manage a team in a dynamic, patient-focused environment
• Excellent communication, organizational, and problem-solving skills
• High attention to detail and strong ability to manage multiple priorities
• Proficiency in electronic health records (EHR) systems and related software
• Knowledge of Google Suite products - Google Docs (create and edit correspondence), Gmail and Google calendar (email and calendar management), Google Slides (ability to create and edit slides) – and proficiency in Google Sheets (ability to create, edit, and sort spreadsheets, basic analytical formulas (VLOOKUP, if)
• Phone/Fax system experience
• EMR experience, Athena & Epic preferred

Skills

• Leadership Skills - Inspires and motivates others to perform at their best; sets clear expectations and provides constructive feedback; demonstrates confidence in decision-making and takes responsibility for team outcomes; resolves conflicts effectively and fosters a positive, collaborative team environment.
• Operational Oversight - Organizes and prioritizes team tasks to ensure operational efficiency and adherence to goals; monitors performance metrics and identifies areas for improvement, implementing solutions where needed; ensures team compliance with organizational policies, procedures, and regulatory standards.
• Coaching and Development - Identifies training needs and facilitates opportunities for staff growth and professional development; provides ongoing coaching to help team members build their skills and confidence; recognizes and rewards individual and team achievements.
• Enhanced Interpersonal Skills - Communicates effectively with staff, peers, and leadership, tailoring messages to diverse audiences; models empathy and active listening when addressing team concerns or patient escalations; builds and maintains strong relationships across teams to support collaboration.
• Problem-Solving and Adaptability - Handles frequent change, delays, or unexpected events with composure and strategic thinking; proactively identifies potential challenges and implements preventative measures; Balances short-term priorities with long-term team goals.
• Accountability and Dependability - Holds self and team members accountable for meeting deadlines and maintaining high performance standards; follows through on commitments and ensures team tasks are completed accurately and on time; models reliability and professionalism, setting a standard for the team.
• Initiative and Innovation - Actively seeks ways to improve team workflows and patient outcome; encourages team members to share ideas and contributes to process enhancements; demonstrates a proactive approach to problem-solving and decision-making.