Position Summary

The Operations Manager is a hands-on operational leader responsible for the performance and continuous improvement of GEM Health’s Patient Support function and a portfolio of general operational accountabilities that span the organization. Reporting directly to the Chief Operating Officer.

Essential Duties and Responsibilities

The following functions are essential to performing this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform these essential functions.

Patient Support Leadership

• Directly manage the Patient Support team providing day-to-day direction, coaching, and accountability.

• Own the patient support experience across all inbound channels (phone, email, and chat), and own the Zendesk platform, ensuring interactions are handled timely with consistency, professionalism, and genuine care for the patient.

• Serve as the senior escalation point for complex or unresolved patient issues, personally engaging when needed to drive resolution and restore confidence.

• Monitor team performance against KPIs including response times, resolution rates, and patient satisfaction scores.

• Develop and maintain SOPs, escalation protocols, and communication standards that give the team the clarity and tools they need to perform without ambiguity.

• Lead onboarding, training, and ongoing development for Patient Support staff, ensuring that every team member understands GEM’s standards and has what they need to meet them.

General Operational Accountability

• Take ownership of operational problems and initiatives that span functional lines — driving them from identification through resolution.

• Identify inefficiencies, service gaps, and process failures across the operations function and build practical, durable solutions in partnership with the teams responsible for execution.

• Represent Operations in cross-functional discussions, contributing operational perspective and advocating for what the frontline needs to succeed while remaining solutions-oriented and collaborative.

• Support the COO in executing on operational priorities, acting as a trusted extension of leadership for projects and initiatives that require sustained follow-through.

• Ensure operational activities across the function are conducted in compliance with HIPAA, applicable payer and DME requirements, and GEM Health’s internal policies and accreditation standards.

Cross-Functional Collaboration and Negotiation

• Build and maintain strong working relationships across clinical, product, revenue cycle, technology, and growth teams.

• Navigate competing priorities and conflicting needs across functions with the ability to negotiate practical outcomes that move the organization forward.

• Serve as a connector between the Patient Support team and cross-functional partners, translating frontline realities into actionable context for product, clinical, and leadership teams — and vice versa.

• Drive alignment on shared operational goals, service level expectations, and escalation protocols with partner teams, holding those agreements in place over time.

• Collaborate with the Senior Clinical Operations & Compliance Specialist to ensure Patient Support activities reflect HQAA compliance standards and relevant clinical protocols.

Performance, Reporting, and Continuous Improvement

• Track and analyze operational and patient support performance data, translating metrics into clear narratives and actionable priorities for the COO and leadership team.

• Develop and deliver regular performance reports covering team KPIs, escalation trends, patient satisfaction, staffing, and capacity.

• Drive a culture of continuous improvement within Patient Support and across the operations function — regularly questioning how things are done, testing better approaches, and implementing what works.

• Build operational documentation, knowledge resources, and repeatable processes that reduce dependency on individual knowledge and scale with the organization.

Supervisory Responsibilities This position carries direct supervisory responsibility for the Patient Support team. Additional operational roles may be added to this manager’s scope as GEM’s operations evolve. Supervisory responsibilities are carried out in accordance with GEM Health company policies and applicable employment laws.

Qualifications / Requirements

Education: Bachelor’s degree in Business, Healthcare Administration, or a related field preferred. Masters preferred.

Experience

• 7+ years of experience in operations, product development, customer service, or a related people-and-process role required.

• Demonstrated ability to develop staff and hold teams accountable in a constructive, outcomes-focused way.

• Demonstrated track record of driving operational outcomes through influence and collaboration, working across functions to identify problems, align stakeholders, and close the loop.

• Experience in a healthcare program operations or development, DME, virtual care, or patient-facing environment strongly preferred; familiarity with sleep medicine or insurance-based operations a plus.

• Previous startup or early-stage company experience strongly recommended.

Licenses / Certifications: None required for role.

Knowledge, Skills, and Abilities

• Exceptional collaboration and negotiation skills — able to navigate competing priorities, build consensus across functions, and secure alignment without relying on positional authority.

• A genuine bias for action and a willingness to get into the details: to sit with frontline staff, understand the actual problem, and stay engaged until a real solution is in place.

• Strong people leadership instincts, with the ability to coach, develop, and hold a team accountable in a way that is both demanding and supportive.

• Excellent written and verbal communication skills, including the ability to translate operational complexity into clear, credible narratives for leadership and frontline staff alike.

• Strong analytical and problem-solving skills, with a practical orientation: focused on identifying the right problem and implementing solutions that actually hold.

• High emotional intelligence and interpersonal effectiveness — able to build trust quickly, manage difficult conversations well, and maintain productive relationships under pressure.

• Proficient in patient support platforms, CRM or ticketing systems (Zendesk preferred), and Microsoft Office Suite.

• Organized and reliable, with a strong personal standard for follow-through and an intolerance for letting things fall through the cracks.

• Adaptable and resilient, with the ability to stay clear-headed and solutions-oriented in an environment where priorities shift and the work is rarely fully defined.

Physical Demands / Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Standing / Walking: Occasionally

• Sitting: Frequently to Continuously (34–100%)

• Lifting / Carrying: Occasionally (up to 25 lbs)

• Pushing / Pulling: Occasionally

• Climbing / Bending / Kneeling: Occasionally

• Hearing / Speaking: Continuously (communication required in person and via phone/electronic means)

• Vision: Requires close and distance vision, depth perception, and ability to adjust focus

• Fine Motor Skills: Frequent use of hands to type, handle, or feel objects

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Work is typically performed remotely. Employee is responsible for setting up a focused working environment at home.

• Occasional travel for leadership meetings, team gatherings, or on-site operational needs may be required up to 25% of the time.

Attendance and Communication Requirements

• Regular, reliable attendance and punctuality are essential to meet operational and team leadership needs.

• Ability to communicate effectively in person, in writing, and via phone or electronic means.

• Ability to interact professionally and cooperatively with colleagues, clinical staff, partners, patients, and the public.

EEO Statement

GEM HEALTH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Equal Employment Opportunity (EEO) Statement

GEM Health is an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, pregnancy, or any other characteristic protected by federal, state, or local law.

Why Work Here

GEM SLEEP is a virtual specialty telehealth company focused on sleep medicine. We partner with payers and health systems to deliver convenient, patient-centered care for sleep apnea and related conditions — without requiring patients to visit a lab or a clinic. Our team is remote-first and operationally lean. We're excited that you are interested in growing our team!

7+ years operations or related experience required; healthcare operations, DME, virtual care, or patient-facing experience strongly preferred; Bachelor's degree preferred; Zendesk and Microsoft Office proficiency; occasional travel up to 25%.

Key Responsibilities

• managing patient support
• driving continuous improvement
• coordinating cross-functional teams

Skills & Tools

Zendesk, Microsoft Office

Job Details

• Category: Business Operations
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 75,000 – 80,000 / year
• Languages: English

About GEM Health

A virtual specialty telehealth company focused on sleep medicine, partnering with payers and health systems to deliver patient-centered care. — Industry: Healthcare