Role Description At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. You’re excited about this opportunity because you will... - Lead and develop a high-performing, multidisciplinary Patient Care organization that primarily includes Care Navigators dedicated to key client accounts. - Establish and execute a strategic vision for patient care delivery that ensures service excellence, strong client alignment, and scalability as Carrum grows. - Oversee daily operations of the Care Navigation teams, ensuring workflows, communication, and patient touchpoints are seamless and effective. - Partner closely with internal clinical leadership to ensure alignment on care protocols and seamless care transitions for patients. - Ensure a differentiated, high-touch experience for every patient, combining empathetic support with operational precision. - Collaborate with Client Success and cross-functional leaders to enhance patient engagement, streamline workflows, and represent operational capabilities in client-facing environments. - Define, monitor, and analyze key performance metrics, including patient satisfaction, client-specific engagement rates, and care utilization. - Partner with leadership to design and implement technology and process improvements that optimize care coordination and patient outcomes. - Lead workforce planning, staffing, and professional development across your teams to ensure adequate capacity, readiness, and tight alignment with client needs. - Serve as a visible, hands-on leader who inspires excellence, accountability, and collaboration within a remote team environment. - Manage budgets and resource allocation for the Care Navigation function, ensuring efficiency and sustainable growth. - Continuously identify opportunities to innovate, scale, and elevate the patient experience using data, technology, and client feedback. Qualifications - You have 10+ years of experience in patient operations, care coordination, account management, or healthcare service delivery roles, including 5-8 years of leadership experience managing leaders of leaders as well as multidisciplinary or customer-facing operations teams. - You are a strong operational leader. While a clinical background is not required, experience working alongside clinical teams is highly valued. - You have proven success leading operational teams and building strong partnerships with external clients to support their member populations. - You are a strategic operator who can set vision, manage execution, and adapt to the needs of a growing organization. - You are data-driven, skilled at interpreting metrics and using insights to improve outcomes, quality, and operational efficiency for both patients and client stakeholders. - You are passionate about building and developing people, fostering an environment of empathy, learning, and accountability. - You have exceptional communication and collaboration skills, able to engage effectively with external clients, executives, and internal partners. - You handle confidential information appropriately and maintain full compliance with HIPAA and other regulatory standards. - You embody “patient first” values and are deeply motivated by the opportunity to improve the patient journey through high-quality, coordinated care. - You thrive in a fast-paced, evolving environment, comfortable with ambiguity and inspired by mission-driven work. - Experience with self-funded employer benefit plans, bundled payment models, or Centers of Excellence programs is a plus. - Spanish-speaking is a plus. Benefits - Stock option plan - Flexible schedules and remote work - Chicago and San Francisco offices available - Self-managed vacation days, within reason - Paid parental leave - Health, vision, and dental insurance - 401K retirement plan Company Description We’re a health tech company that brings value-based care to the masses. We help employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes and achieve this through the power of technology and human-centered design. Since launching in 2014, we’ve partnered with Fortune 500 employers and top hospitals across the nation. We’ve been recognized by Harvard Business School and featured in TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe we’re only scratching the surface of our opportunity and we’re looking for incredible people like you to help us realize our full impact. Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience.