Manager, Virtual Care Navigation Operations

Manager, Virtual Care Navigation Operations

At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States.

By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care.

About the Role : The Manager, Virtual Care Navigation Operations drives operational excellence and strategic navigation performance across multiple customized client navigation programs, including back office / virtual navigation services. This role combines strategic leadership with hands-on operational execution to ensure successful delivery of client-specific metrics while developing high-performing teams.

Working closely with Shift Supervisors / Leads, and frontline staff, this position champions technology adoption, data-driven decision making, and innovative solution development to optimize service delivery and program outcomes while actively contributing to product development.

Key Responsibilities

Strategic Program Execution

• Drive strategic program execution across multiple client contracts, ensuring alignment with unique metrics and contractual requirements.
• Develop and implement standardized yet customizable approaches to program delivery while maintaining client-specific objectives.
• Cross-Functional Collaboration : Partner with teams such as Account Management, Product, and Analytics, to align priorities, define deliverables, and ensure seamless integration of operational pilots, programs, and processes.
• Create and maintain frameworks for measuring, analyzing, and reporting program success across varying client metrics.
• Proactively identify and implement operational process improvements to enhance program efficiency and effectiveness.
• Balance resolution of issues with appropriate escalation protocols, ensuring problems are solved at the right organizational level.

Operational Leadership

Innovation and Technology