Manager, Patient Access at Carrum Health

, , United States -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

110000.0

Posted On

27 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Mentoring, Operational Excellence, Escalation Management, Performance Metrics Monitoring, Strategic Planning, Workflow Improvement, Onboarding, Training, Telephony Systems, CRM Platforms, Operational Analytics, Data-Driven Decision Making, HIPAA Compliance, Empathy

Industry

Hospitals and Health Care

Description

At Carrum, we are transforming how we pay for, deliver and experience healthcare. 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. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study. We are looking for a Manager, Patient Access to lead and grow our Patient Care Representatives. This role plays a critical part in ensuring an exceptional experience for every patient we serve. Reporting to the Director, Patient Care, you will mentor and develop a team of Patient Care Representatives, ensuring high-quality, empathetic, and efficient service delivery. You will set the tone for performance, culture, and operational excellence across the team. The base salary for this role is $90,000 - $110,000 plus equity and an annual bonus. You’re excited about this opportunity because you will... Lead, coach, and develop a high-performing Patient Access team that delivers a differentiated, high-touch experience for each patient. Mentor, motivate, and model best practices through hands-on coaching and leading by example. Supervise the day-to-day operations of the Patient Access Team, ensuring patient cases are handled efficiently, accurately, and with empathy. Act as the ultimate escalation point for patients, ensuring swift and compassionate resolution of complex or sensitive issues. Establish, monitor, and evaluate performance metrics—including patient satisfaction, utilization trends, engagement rates, and productivity—to ensure goals are met and exceeded. Partner with leadership to develop strategic, operational, and technological solutions that improve quality, efficiency, and patient access while reducing the cost of care delivered. Support the design and continuous improvement of workflows, policies, and tools that enhance both patient experience and team performance. Onboard and train new team members quickly and effectively, ensuring consistency and excellence across the team. Implement and uphold standards to maximize productivity, quality, and service consistency across all patient interactions. Foster a positive, mission-driven culture rooted in empathy, accountability, and continuous learning. Serve as a role model for Carrum Health’s values, leading with integrity, empathy, and a focus on patient-first outcomes. We’re excited about you because… You have 5+ years of experience in patient-facing, digital health, or customer service operations roles. You bring 3-5 years of people management experience, leading high-performing teams in healthcare, customer service, or operations environments. You have strong experience with telephony systems, CRM platforms, and operational analytics tools. You are highly data-driven, skilled at using metrics and dashboards to guide decision-making and performance management. You are passionate about developing people and creating a supportive, high-accountability environment where teams can thrive. You demonstrate strong communication and interpersonal skills, with the ability to engage effectively across all levels of the organization. You handle confidential information appropriately and adhere to HIPAA requirements. You embody “patient first” values and believe in delivering service with empathy, professionalism, and integrity. You thrive in a fast-paced, dynamic environment, balancing multiple priorities with calm focus and strong organization. You have an entrepreneurial mindset—you take initiative, solve problems creatively, and drive meaningful change. Experience with self-funded employer benefit plans or bundled payment models is a plus. Spanish-speaking ability is a plus. Why you’ll love working with us... We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future. We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine. We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same. We carve out time to let go of work to celebrate our successes and have fun. We’re a remote-first company with employees all over the United States and two office locations in San Francisco and Chicago. We support our employees during the work day and beyond with flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person. We embrace our team’s diversity of thought, experience, and interests and know that doing so makes us stronger as a company. Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs). Our ERGS help employees build stronger connections through social, educational, and community activities. You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways. Other 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 About Carrum 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.

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Responsibilities

This role involves leading, coaching, and developing the Patient Access team to ensure high-quality, empathetic, and efficient service delivery while supervising day-to-day operations and acting as the ultimate escalation point for complex patient issues. The manager will also establish and monitor performance metrics, partnering with leadership to develop solutions that improve quality and efficiency.