Operations Associate (Westchester County, New York)

Job description

ABOUT CONDUIT HEALTH Conduit Health is transforming one of the hardest, most outdated corners of post-acute care - getting essential medical equipment and supplies into patients' homes.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're looking for an Operations Associate to run the day-to-day of our Briarcliff Manor (Westchester County) satellite office while also helping to own the eligibility, benefits, prior authorization, and coverage investigation work that keeps patient orders moving. This is a two-faced role: first and foremost, you're the person who keeps the Briarcliff Manor office running - records organized and audit-ready, the on-site face of the company for regulatory inspectors, and the first person a visiting patient turns to with a question. Beyond the office, you'll take on operations detective work: when an order stalls, you trace it back to root cause - a coverage lapse, the wrong plan on file, an MCO carve-out, an entity or NPI mismatch, a documentation gap - and fix it so it doesn't recur. You'll report to the Head of Operations and work closely with our compliance, RCM, fulfillment, clinical, and product teams - keeping the office running like clockwork while keeping orders clean, moving, and compliant as we scale across states. This role offers a unique opportunity to shape both on-the-ground operations and insurance operations in a high-growth startup environment, with real opportunity for growth as the company scales. WHO YOU ARE - Detail-Oriented & Organized: You treat a stuck order like a case to crack, tracing eligibility responses, payer portals, and system flags to the real root cause. You bring that same rigor to keeping records and documentation clean and current, noticing what's missing before it becomes a problem. - Payer-Literate & Compliance-Minded: You understand how Medicaid, Medicare, and commercial payers actually work — eligibility and benefit verification, prior authorization, plan structures, and coverage rules — and you operate within HIPAA and billing regulations by default. - Poised & Patient-Facing: You're comfortable being the on-site point of contact for inspectors and auditors, and just as comfortable being a warm, steady presence for patients who visit the office. - Systems-Minded & Self-Directed: You resolve the case in front of you, then build the SOP or flag that stops the next one — and you can own day-to-day operations without needing to be micromanaged. - Collaborative & Tech-Savvy: You partner across RCM, fulfillment, clinical, and product to unblock orders and cut turnaround time, using tools, portals, and metrics to work faster and catch patterns others miss. - Mission-Aligned & Growth-Minded: You care deeply about healthcare access and getting patients what they need without the wait — and you're eager to stretch beyond the core role as the company grows. WHAT YOU'LL DO - Run the office: Oversee the day-to-day setup and management of the Briarcliff Manor office, keeping it functional, presentable, and audit-ready — including managing incoming mail and providing in-person support to patients who visit. - Maintain company records: Organize and maintain company records, coordinating with the compliance team to ensure all documentation is current and accurate. - Own inspections and audits: Serve as the primary on-site point of contact for regulatory inspectors and auditors, including managing access to and familiarity with all documentation required for DME office assessments. - Investigate coverage and eligibility: Verify insurance, trace stuck orders to root cause — lapsed coverage, wrong plan, MCO carve-out, entity/NPI mismatch, documentation gaps — and drive them to resolution. - Own prior authorization and denials: Submit, track, and follow up on prior auths and appeals; resolve denials and rejections and close the gaps that cause them. - Build the systems: Develop and maintain SOPs, track KPIs like eligibility hit rate and auth turnaround, and turn recurring investigations into repeatable workflows. - Pitch in beyond the core role: Take on opportunities to assist with various projects at a health tech startup, based on your interests and company need. WHAT YOU'LL BRING - Experience in office management, administrative coordination, or a similar organizational role. - Comfort handling sensitive records and documentation in a regulated or compliance-driven environment, including building or improving SOPs and processes. - Confidence serving as a point of contact for external parties such as inspectors, auditors, or visitors. - Strong interpersonal skills and a genuine willingness to help patients face-to-face. - An investigative mindset — you enjoy untangling messy, ambiguous problems and getting to the bottom of them. - Ability to manage multiple ongoing responsibilities independently in an on-site setting. - Stellar communication and collaboration skills. Healthcare, DME, or startup experience is a plus but not required. 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. It's not about working 24/7 - it's about caring deeply and leaning into our shared mission. 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 - On-site role based out of our Westchester County (Briarcliff Manor), NY location (Monday-Friday). - Unlimited PTO + 9 company holidays. - Direct mentorship and growth opportunities with senior leadership. EQUAL OPPORTUNITY Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.