Manager, Patient Outreach & Intake Operations

Job description

**About Conduit Health** Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients' homes. We're the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say "yes" to patients who would otherwise wait weeks — while we handle every step behind the scenes. **The Role** We are looking for a hands-on manager to lead our Patient Outreach and Intake team, which plays a critical role in helping prospective patients access care and successfully enroll. This leader will own the strategy, execution, and performance of our inbound and outbound outreach and intake operations - ensuring qualified prospective patients receive a high-quality experience while driving conversion and growth for the business. This role combines people leadership, operational ownership, and technology-enabled transformation. You will directly manage full-time team members and oversee our BPO partners, while building the processes, staffing model, and performance infrastructure needed to scale. You will also partner closely with our Growth Product team to identify and implement opportunities for AI and automation across patient outreach, intake, and enrollment - improving the patient experience, increasing conversion, and driving operational efficiency. **What You’ll Do** - **Own Patient Outreach & Intake Operations:** Lead the day-to-day operations across inbound and outbound patient outreach, intake, and enrollment. Oversee daily queues, staffing coverage, workload allocation, and patient escalations while ensuring effective execution across lead qualification, patient engagement, follow-up and re-engagement, telehealth scheduling, coverage verification, and new-order processing. - **Lead & Scale the Team:** Manage BPO partners and full-time team members, including hiring, training, coaching, quality oversight, and performance management. Develop staffing strategies, capacity models, and forecasts to support growth. Use individual and team performance data to identify coaching opportunities and raise the bar on outreach effectiveness, conversion, and quality. - **Drive Performance & Operational Excellence:** Build and manage performance reporting and KPIs across lead volume, qualification, pipeline progression, conversion, productivity, quality, accuracy, and turnaround time. Establish SOPs, improve workflows, resolve bottlenecks, and create clear accountability across the operation. - **Build the Future of Intake:** Partner with Product to identify, test, and implement AI-enabled tools and automation across outreach, intake, coverage verification, and order processing. Translate frontline pain points and opportunities into clear product requirements, measure the impact of new capabilities, and lead adoption across the team. - **Own Conversion & Funnel Performance:** Use data to identify where patients are dropping off across the funnel and develop strategies to improve qualification, engagement, follow-up, pipeline progression, and conversion. Test new approaches, measure results, and continuously improve team performance. Partner cross-functionally to remove friction and improve the patient experience. **How Success Will Be Measured** - Lead-to-enrollment conversion across the patient journey - Patient engagement and pipeline progression, including contact, telehealth booking, attendance, and completion - Speed and execution, including speed to first contact, follow-up completion, SLAs, and turnaround time - Quality and accuracy across intake, coverage verification, and order processing - Team productivity and capacity, including measurable improvements from process changes and automation **What We’re Looking For** - Experience managing teams in patient operations, sales, customer success, contact-center management, care operations/clinical operations, or another high-volume, performance-driven environment. - A hands-on management style - you are comfortable digging into frontline workflows, coaching team members, reviewing performance data, and solving operational issues directly. - A builder’s mindset and comfort creating structure from ambiguity, developing new processes, and iterating as the business evolves. - A track record of using data to identify opportunities, test improvements, and drive measurable results, particularly around conversion, productivity, or operational performance. - Experience establishing SOPs, quality standards, performance expectations, and clear accountability across a team. - Strong judgment and the ability to balance immediate operational needs with longer-term process and technology improvements. - High ownership and strong cross-functional communication; you can work effectively with Product, Clinical, Operations, and revenue teams to get things done. **Preferred Qualifications** - Experience in healthcare, telehealth, durable medical equipment, pharmacy, or another insurance-driven care environment. - Experience coaching teams on lead qualification, outreach effectiveness, objection handling, and conversion performance. - Familiarity with insurance eligibility verification and coordination of benefits. - Experience with CRM, contact-center, scheduling, order-management, or healthcare workflow systems. - Experience managing BPO partners and hiring and scaling full-time teams. **Our Values** - **Excellence, Not Perfection:** We set a high bar for our work and impact, but we don't get lost in endless polish for polish's sake. We focus on results that matter. - **Urgency, Not Chaos:** We move fast because speed drives our advantage. We pair urgency with clarity to avoid noise and burnout. - **Systems, Not One-Offs:** Every solution should eliminate the root cause so the problem never returns. Wins are good; scalable systems are better. - **Committed, Not Just Here:** We show up engaged, proactive, and ready to go above and beyond. The outcomes you drive are what matter most. - **Crush Goals, Not Souls:** We take our work seriously, but not ourselves. Be yourself, bring positivity, have fun, and laugh often. **Compensation & Benefits** - Competitive salary + performance-based incentives - Flexible hybrid work environment - Unlimited PTO + company holidays - Full medical, dental, and vision coverage - Direct mentorship and growth opportunities - Opportunity to help shape and scale operations at a fast-growing healthcare startup **Equal Opportunity** Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.