Manager, Digital Care Coordination - Responsive Care

Location: Remote USA

Salary: $78,000–$125,000 annually

Company

hirify.global is a healthcare company founded in 2017 that combines an integrated care platform, advanced data and AI, and clinical and service experiences to improve care for older Americans.

What you will do

• Lead, coach, and develop Digital Care Coordinators, supervisors, and leads as the team grows.
• Own daily performance of the MyDevoted inbound chat queue, including response times, resolution rates, backlog, staffing, and member experience.
• Monitor queue health, adjust priorities, and ensure member needs are appropriately escalated to care coordinators, nurse case managers, clinicians, and other teams.
• Support volume forecasting, capacity modeling, staffing plans, KPI reporting, and root-cause analysis.
• Design and refine workflows, macros, escalation protocols, training, and onboarding for digital care coordination.
• Partner with clinical, product, technology, member services, and operations teams to improve chat tooling, automation, and AI-assisted opportunities.

Requirements

• 4+ years of experience in service, contact center, digital support, or healthcare operations with accountability for quality and productivity.
• 1–2+ years of experience managing frontline teams.
• Experience with operational KPIs, volume forecasting, capacity models, staffing plans, and quantitative goals.
• Ability to lead quality reviews and maintain accurate, compliant, and empathetic member communications.
• Ability to meet privacy, HIPAA, regulatory, and Medicare requirements.
• Must be based in the USA for this remote role.

Nice to have

• Experience managing chat, messaging, or asynchronous digital support queues, ideally in healthcare.
• Experience building, mentoring, and scaling operational teams in a fast-growing environment.
• Knowledge of Medicare Advantage, care coordination, and member-facing healthcare workflows.
• Familiarity with CRM and messaging platforms, automation, and AI tools.
• Clear, empathetic writing and communication with leadership.

Culture & Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.
• Generous paid time off and a parental leave program.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• Bonus eligibility for roles below Director level and a 401(k) program.
• Supportive, collaborative, and inclusive work environment focused on improving healthcare.