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ABOUT COLURE HEALTH & THE ROLE
Colure Health operates the Mozaiq Care+ platform, delivering post-discharge outreach and ongoing care-management programs - Transitional Care Management (TCM), Chronic Care Management (CCM), Remote Patient Monitoring (RPM), and Behavioral Health Integration (BHI) - for health-system partners including NYC Health + Hospitals. Patients move through two front-line teams: Enrollment Specialists, who identify, verify, and enroll eligible patients, and Care Coordinators, who carry the safety-screened, post-discharge outreach call through to a booked appointment. These teams are currently based in Colombia and the Philippines, with a U.S.-based care team planned as Colure Health continues to grow.
The Operations Supervisor owns the day-to-day performance of both teams across every region they operate in: setting and holding throughput and quality standards, running onboarding and training, coaching staff in real time, and acting as the bridge between the front line and Colure Health's executive team on anything that needs to be escalated.
KEY RESPONSIBILITIES
• Directly supervise the Enrollment Specialist and Care Coordinator teams across Colombia, the Philippines, and - as the program grows - the U.S., ensuring staffing, scheduling, and workflows support required enrollment and outreach throughput targets.
• Monitor team productivity and quality metrics - list-to-enrollment conversion, appointment-booked rate, Manager QA Scorecard results, and documentation accuracy in Mozaiq Care+ - and take corrective action when performance falls short of targets.
• Identify bottlenecks in the enrollment-to-outreach hand-off and other cross-team workflows, and drive process improvements that increase throughput without compromising patient safety, experience, or compliance.
• Conduct regular 1:1s, team meetings, and performance reviews across both functions and across regions to drive accountability and continuous improvement.
• Design, run, and continuously improve onboarding programs for new Enrollment Specialists and Care Coordinators, covering the Care Continuity Outreach Playbook, the Mozaiq Care+ platform, HIPAA/PHI handling, and program-specific requirements (TCM, CCM, RPM, BHI).
• Deliver ongoing training and live call/QA coaching, and provide real-time support to team members handling complex patient situations, escalations, or platform issues.
• Maintain training materials, SOPs, and onboarding documentation to keep pace with new programs, client accounts, and workflow changes.
• Serve as the primary point of escalation for patient, provider, or operational issues that cannot be resolved at the team level, including safety escalations, compliance questions, and client (e.g., NYC Health + Hospitals) concerns.
• Partner directly with Colure Health's executive team, including the COO, to surface, prioritize, and resolve escalated issues, and translate executive direction into actionable changes at the team level.
• Track and report on key operational metrics for both teams and present regular performance updates to leadership.
• Collaborate with the clinical, compliance, billing, and product teams to align enrollment and care-coordination operations with broader company and client requirements.
• Support the build-out of a U.S.-based care team as Colure Health's care-management operations expand, including hiring input, onboarding design, and process standardization across regions.
REQUIRED QUALIFICATIONS
• 3+ years of experience in healthcare operations, care management, contact-center, or BPO operations, including direct supervision of frontline enrollment, outreach, or patient-facing teams.
• 1+ years of experience managing remote or distributed teams, ideally across multiple countries or time zones.
• Demonstrated ability to manage team throughput, quality, and performance against defined targets, SLAs, or scorecards.
• Experience designing and delivering onboarding or training programs for frontline healthcare or contact-center staff.
• Comfortable working across time zones to support teams based in Colombia, the Philippines, and - eventually - the U.S.
• Strong communication and judgment; comfortable escalating issues to, and collaborating directly with, executive leadership.
• Proficiency with EMR/CRM or care-management platforms and comfort learning new software tools; familiarity with Mozaiq Care+, Epic, Cerner/Oracle Health, or athenahealth is a plus.
• Bachelor's degree preferred, or equivalent combination of education and experience.
• Must be authorized to work in the United States.
PREFERRED QUALIFICATIONS
• Prior experience supervising or managing outsourced/BPO teams in Latin America and/or Southeast Asia.
• Experience working U.S. healthcare accounts, particularly NYC Health + Hospitals or other public health-system partners.
• Familiarity with HIPAA/PHI handling requirements and healthcare contact-center compliance standards.
• Experience standing up new regional teams or scaling operations into new geographies, including the U.S.
• Familiarity with care-management programs (TCM, CCM, RPM, BHI) or other value-based care models.
WHAT SUCCESS LOOKS LIKE
• Enrollment and outreach throughput consistently meets or exceeds targets across all regions.
• Average Manager QA Scorecard performance improves across both teams under your coaching and training.
• Escalated issues are surfaced to the executive team with clear context and resolved quickly, with minimal repeat escalations.
• New hires reach full productivity within the expected onboarding ramp period.
• A well-documented, successful build-out of the U.S.-based care team as the program expands.
WHAT COLURE HEALTH OFFERS
• A leadership role shaping how Colure Health runs enrollment and care-coordination operations across multiple countries.
• Direct partnership with the executive team on the issues that matter most to patients and clients.
• Remote-first flexibility within a mission-driven healthcare operations team.
• Career growth as Colure Health scales its care-management programs and builds out its U.S. care team.
Colure Health builds technology that amplifies the impact of real clinicians. Our care platform blends intelligent automation with compassionate workflows, helping physicians stay connected to their patients and deliver better outcomes with less friction. We believe innovation should serve people, and we're committed to creating tools that empower every provider to improve the health, experience, and quality of life of the communities they serve.
The pay range for this role is:
70,000 - 90,000 USD per year (New York, NY)