Director of Care Management

About Us

Prevounce is an innovative startup focused on creating software applications and connected medical devices that empower medical professionals to provide better remote patient care. Our cloud platform, smart devices, and highly integrated services help our partners and clients lower the cost of healthcare and improve care quality.

We are seeking a Director of Care Management to lead our call center operations and manage our team of care managers. This role is pivotal in shaping our patient outreach strategies and enhancing engagement initiatives. The Director will oversee the development and execution of communication and outreach programs, manage team performance, and act as a liaison between the care management team and senior operations management.

Reporting directly to the VP of Operations, this role requires a strategic leader who is committed to fostering an environment of exceptional patient care and efficient service delivery.

• Lead and expand the call center operations for care management.
• Hire, train, and supervise a team of care managers, ensuring high-quality patient interactions.
• Develop and refine patient communication scripts and engagement protocols.
• Implement and oversee programs to elevate patient safety, satisfaction, and educational efforts.
• Collaborate closely with the Clinical Lead to uphold and enhance care protocols and guidelines.
• Analyze performance metrics to drive continuous improvement and efficacy in care delivery.
• Initiate and manage new patient care workflows and monitor their success.
• Ensure strict compliance with HIPAA and maintain the highest standards of patient confidentiality and trust.

• Proven management skills with a strong focus on leadership in a call/contact center setting
• Excellent communication skills
• Effective time management
• Ability to think critically and influence improved programs
• Ability to coach team members toward meeting goals
• Patience and empathy with patients and understanding of the nuances of patient engagement
• Willingness to learn new software and technology tools
• Collaborative worker and team participation
• Education and Requirements:
• Bachelor’s degree in Business Administration, Healthcare Administration, Management, or a closely related field is required.
• Advanced degrees such as MBA, MHA, or other management‑focused qualifications are preferred.
• A background in Nursing, Social Work, Hospital Administration, or a similar clinical field is advantageous.
• At least 5 years of experience in contact center management, with a strong emphasis on managing call center operations within a healthcare setting.
• Proven experience in patient communication and team leadership is essential.
• Experience at a physician group or provider is appreciated
• Clinical licensure (e.g., RN) is a plus but not a requirement.

• Fast‑paced environment - As a technology startup, we move quickly to design tools and protocols based on customer and industry feedback. Thriving in an environment of change and continuous improvement is a core competency for all members of our team.
• Dynamic roles - We are a small and tight‑knit team enthusiastically tackling difficult problems in an entrenched industry. All team members are expected to contribute to company protocols, provide product feedback and to generally think critically about our processes and care model.
• High expectations - We have big plans for the future. We expect dedication and positive collaboration from all our team to meet them.

• Hybrid work schedule
• Comprehensive health benefits, including medical, dental, and vision insurance.
• Employer‑paid life insurance.
• Paid time off and paid holidays

Brief cover letters are encouraged but not required. If you don't meet all criteria but feel you're right for the job, include a brief explanatory cover letter in your application.

Prevounce is an Equal Opportunity Employer. All qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability, sexual orientation, military status, marital status, domestic violence victim status, arrest or conviction record, or predisposing genetic characteristics.