Head of Care Services

How You'll Contribute

• Build an environment that promotes empathy, deep focus on patient experience, accountability on patient outcomes, and cross-functional collaboration and support.
• Drive performance management, including goal setting, coaching, performance management and career development across a growing organization.
• Establish scalable processes and best practices for high-quality service delivery.
• Develop and execute a long-term strategy for scaling distributed service operations while maintaining an exceptional standard of care.
• Help recruit, onboard, and retain top talent across the care services organization.
• Lead through change as Color continues to evolve its care delivery model, ensuring team alignment and resilience.
• Design and refine service workflows that enhance patient satisfaction, clinical outcomes, and operational efficiency.
• Develop KPIs, dashboards, and feedback loops to monitor team performance and patient experience metrics (NPS, response times, throughput, cohort outcomes).
• Partner with cross-functional teams to ensure delightful experience, consistency, compliance, and excellence in every patient interaction.
• Ensure alignment of service operations with regulatory standards and Color’s clinical and quality frameworks.
• Collaborate with Patient Engagement, Product, Engineering, Clinical, and Program teams to identify opportunities for improving patient experience, automation, workflow optimization, and improved member engagement.
• Serve as one of the key voices of the patient services organization in strategic discussions, ensuring our service model scales intelligently as we grow.
• Contribute to the design of new programs and services, ensuring operational readiness and seamless integration into existing systems.
• Partner closely with leadership of the medical group to make sure the best care and experience is always delivered to our patients.

• 7+ years of experience in healthcare operations, care delivery, or patient services management. 
• Demonstrated success in scaling patient- or member-facing service teams ) in a digital health, health plan, or health system setting.
• A deeply empathetic and committed approach to delivering the best care quality and experiences for both patients and staff.
• Strong understanding of healthcare quality, compliance, and patient experience metrics.
• Demonstrated operational rigor and a relentless drive to remove barriers and improve coordination across a large care team. 
• Deep understanding of the challenges cancer patients face and possess the dedication and motivation to help them navigate the disruptive impact of their disease.
• Relentless drive to removing barriers and defragmenting the current healthcare system for your patients.
• Data driven decision maker with experience building scalable systems and processes across large multidisciplinary teams.
• Experience leading remote teams and fostering culture across distributed work environments.

What We Offer

• 💰  Competitive salary 
• ✨  Comprehensive medical, dental, vision, life, and disability benefits
• 📈  401k match 
• 📝  Monthly phone and wifi stipend for employees, annual ergonomic stipend
• 🏝  Generous vacation policy, paid holidays and company-wide recharge days
• 🍼  Equal paid parental leave for birthing and non-birthing parents 
• Free cancer screening and prevention resources for employees and their adult dependents