Senior Manager, Client Operations

Company: Guideway Care*

Our Mission: We are the Patient Activation Company™

Oversight: $2.5M+ ARR | Remote/Hybrid

About Guideway Care

Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™

The Role

We are seeking a high-impact Senior Manager of Client Operations to lead the engine of our activation mission. You will be responsible for the strategic oversight of our Patient Activation Specialists, ensuring they have the leadership, training, and operational structure required to drive transformative outcomes for our hospital and health system partners.

This is a role for a systems-builder who understands that Patient Activation requires precision. You will lead and scale a high-performance contact center environment, ensuring that our operations are as agile and effective as the technology that powers them.

Essential Functions

Drive Patient Activation: Establish and lead contact center objectives that directly support our mission to activate patients and close the engagement gap.

Operational Excellence & Scaling: Lead process improvement initiatives to optimize service delivery. Apply your expertise in reducing "time to full utilization" for Patient Activation Specialists to ensure rapid, high-quality scaling for new hospital partners.

Staffing & Implementation Support: Ensure appropriate staffing levels for a portfolio of $2.5M+ ARR. Lead the development of training and staffing plans that ensure Patient Activation Specialists are "success-ready" the moment they are placed on new accounts.

Coaching & Mentorship: Hire, train, and coach a team of Supervisors. Provide them with the tools to troubleshoot complex patient barriers and foster a culture focused on activation psychology.

Data-Driven Performance: Analyze real-time data and review databases to ensure clinical accuracy and maximize efficiency. Utilize platforms like inContact and Salesforce to monitor trends and establish key performance goals.

Healthcare Compliance (HIPAA): Ensure 100% adherence to HIPAA regulations and corporate SOPs. Maintain a "patient-first" mindset while overseeing conflict resolution between associates and customers.

Vendor & BPO Integration: Collaborate with BPOs and external vendors to execute services that align perfectly with Guideway’s corporate goals and values.

Required Skills & Qualifications

Mission-Driven Leadership: 8+ years of management experience, specifically within a healthcare contact center or clinical operations setting.

The "Accelerator" Mindset: A proven track record of scaling operations, specifically by optimizing onboarding and "Greenlighting" processes for large teams.

Industry Knowledge: Comprehensive understanding of healthcare management, Value-Based Care, and Social Determinants of Health (SDoH).

Technical Savvy: Proficiency in contact center technology (e.g., inContact), CRM platforms (Salesforce), and the ability to interpret data to drive operational decisions.

Communication & Decisiveness: Exceptional interpersonal skills and the ability to remain calm and professional under pressure.

Education: Bachelor’s degree in a related field (relevant high-level leadership experience may be substituted).

Why Guideway Care?

You will join an organization where your operational strategy directly results in patients taking their "next right action."™ If you are an observant, detail-oriented leader who wants to make a measurable difference in health equity and patient outcomes, Guideway Care is your home.

Supervisory Responsibilities: 100% 

Travel Requirements:  Occasional travel (e.g., periodic client visits) is required, but travel is not frequent.

Work Authorization:

Guidway Care does not offer Immigration or work visa sponsorship

Total Rewards:

 An individual’s salary is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations. 

In addition, team members enjoy …

Benefits package including:

Medical Insurance

Vision Insurance

Dental Insurance 

Flexible Spending Account (FSA), 

Company paid short- and long-term disability, 

Employee Assistance Program, 

Life Insurance, 

Accident insurance, 

and other voluntary benefit programs for employees and their eligible dependents.

401(k) retirement plan with a company match

Essential Duties and Responsibilities

Able to work remotely at home in a private HIPAA compliant workspace

Able to house company equipment needed to perform job

Broadband Internet Access

Internet download speed must be at least 24 mbps and upload speed at least 4 mbps

Immigration or work visa sponsorship will not be provided 

 Physical Demands:

Ability to hear in normal range and wear a headset / earpiece

Good visual acuity to read computer screens, scripts, forms etc.

May sit 100% of the time when taking calls

Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

* Guideway Care is the parent company of Sequence Health. This position is employed by Sequence Health.