B2B - Healthcare Operations Manager

B2B - Healthcare Operations Manager B2B | Partnerships United States (Remote)About CookUnity: Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry's best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world.If that mission has you hungry in more ways than one, you've found the right job posting.About the Team: The B2B Operations team is responsible for scaling and delivering CookUnity's new business verticals, such as Smart Fridge and Cold Meal programs, across corporate and healthcare environments. The team collaborates closely with B2C operations, product, and customer experience to ensure seamless execution, operational reliability, and scalable systems that support growth.The Role: The Healthcare Operations Manager is responsible for the operational performance, quality, and scalability of CookUnity's Medically Tailored Meals (MTM) healthcare programs.This role oversees the daily execution of care coordination operations, ensuring members are successfully onboarded, supported throughout the program, and receiving meals reliably while maintaining compliance with payer and healthcare program requirements.The Healthcare Operations Manager leads the Care Coordination team and ensures operational workflowsfrom member intake and eligibility verification to order support and service resolutionare executed accurately and consistently.Because operational accuracy directly impacts healthcare claims and reimbursement, this role also works closely with Finance and Revenue Operations to minimize operational errors that could lead to claim denials or payment delays.This is a hands-on leadership role focused on operational rigor, accountability, and continuous improvement within a regulated healthcare environment.Responsibilities: 1. Care Coordination Team Leadership & Performance Lead and manage the Care Coordination team responsible for member intake, onboarding, and ongoing program support.Responsibilities include:Hiring, coaching, and managing Care Coordinators and Member Support CoordinatorsDefining and enforcing operational workflows and service-level expectations for: Intake calls and eligibility verificationMember profile and address validationMeal order support and modificationsEscalation handling and issue resolutionMonitoring team performance metrics including: Intake accuracyQA scoresSLA adherenceMember satisfactionConducting regular 1:1s, performance reviews, and coaching sessionsActing as the escalation point for complex or high-impact member issues2. Healthcare Contract & Program Operationalization Translate healthcare program requirements into clear operational workflows that can be executed reliably by the Care Coordination team.Responsibilities include:Leading the operational onboarding of new healthcare partners, including payers, providers, and pilot programsTranslating contractual requirements into operational processes such as: Eligibility verification logicIntake scripts and documentation requirementsMeal ordering rules and modification deadlinesDelivery and service constraintsPartnering with Legal, Compliance, and Finance to ensure program workflows meet payer requirementsBuilding and maintaining program-specific SOPs when operational requirements vary across partners3. MTM Program Visibility & Cross-Functional Coordination Maintain operational visibility into MTM program execution and ensure care coordination workflows remain aligned with program requirements.Responsibilities include:Coordinating closely with the MTM Project Manager and operational teams responsible for program executionEnsuring Care Coordinators are informed of operational updates related to: MTM menus and nutrition guidelinesEligibility criteria and program rulesOrdering workflows and deadlinesDelivery service parametersProviding frontline insights from the Care Coordination team to cross-functional partners including Culinary, Nutrition, Tech, Logistics, and CXSurfacing operational issues or member feedback that may impact meal suitability, ordering workflows, or program complianceEnsuring care coordination processes remain aligned with evolving program requirements4. Claims Operations & Financial Performance Ensure healthcare operations support accurate claims submission and efficient reimbursement cycles.Responsibilities include:Partnering with Finance and Revenue Operations to monitor: Claims submission accuracyClaims denial ratesClaims rework volumeTime from claim submission to paymentIdentifying operational errors that may contribute to denied or delayed claimsImplementing workflow improvements that improve clean claim ratesEstablishing feedback loops between Finance and Care Coordinators to prevent repeat operational issuesSupporting initiatives aimed at improving cash flow and shortening reimbursement cycles5. Operational Quality, Compliance & Risk Management Ensure healthcare operations meet regulatory, compliance, and payer requirements.Responsibilities include:Maintaining HIPAA-compliant workflows and communication practicesImplementing quality assurance processes across intake, care coordination, and member supportConducting root-cause analyses for recurring operational issuesIdentifying and mitigating operational risks that may impact members, partners, or reimbursementSupporting compliance audits and documentation requests when required6. Process Design, Documentation & Scaling Build scalable operational infrastructure to support healthcare program growth.Responsibilities include:Developing and maintaining: SOPs and operational playbooksCare coordination training materialsTeam onboarding programsDriving operational standardization while allowing for payer-specific program requirementsIdentifying opportunities for automation and tooling improvementsSupporting hiring, onboarding, and ramp-up of additional Care Coordinators as program volume growsQualifications: 3/5 years of experience in Healthcare Operations, Care Coordination, or Healthcare Program ManagementExperience working with healthcare payers, providers, or value-based care programsProven experience managing frontline operational teamsStrong understanding of healthcare workflows and HIPAA compliance requirementsDemonstrated ability to translate contractual or clinical requirements into operational processesHighly organized, detail-oriented, and execution-focusedComfortable operating in fast-paced, evolving environmentsFamiliarity with operational tools such as Zendesk, Salesforce, or healthcare CRM platformsPreferred Requirements: Experience working closely with claims or revenue cycle operationsLearn More About CookUnity We believe great leadership starts with alignment on vision, values, and ways of working. To give you deeper insight into who we are and what we're looking for, we invite you to explore: CookUnity's Leadership Principles The values and behaviors that guide how we operate, collaborate, and scale.We hope this provides valuable insight into our culture and product vision. If this excites you, we'd love to connect!Benefits Health Insurance coverage401k PlanWe grow, you grow: Stock Options Plan granted on Day 1