Care Navigation Operations Manager

About TPN.health:

Built by clinicians for clinicians,TPN.health is a digital platform connecting licensed behavioral health professionals, treatment facilities, and mental health organizations. TPN.heatlh provides high-quality continuing education to clinicians across the country while also enabling behavioral provider-network access and care navigation for self-insured employers, TPAs, health plans, labor unions, and strategic partners. Founded in 2019 and headquartered in New Orleans, we are a rapidly growing health-tech startup committed to improving patient outcomes through clinically matched care and digital innovation. Learn more at tpn.health.

Role Overview:
TPN.health is looking for an enthusiastic, self-motivated Operations Manager / Supervisor who is responsible for overseeing daily operations of a text-based user support team, ensuring efficient movement of referrals through the pipeline from intake to placement. This role manages User Support Specialists, optimizes production workflows, and maintains service quality, speed, and accuracy across all text-based communications.

The ideal candidate is highly organized, metrics-driven, and experienced in managing teams in fast-paced, queue-based environments.

Responsibilities:

Team Leadership & Performance Management

• Supervise, coach, and support a team of User Support Specialists handling customer communication exclusively via text-based platforms
• Set clear performance expectations and hold team members accountable to productivity, quality, and SLA targets
• Conduct regular 1:1s, performance reviews, and real-time feedback to drive continuous improvement
• Manage scheduling, coverage, attendance, and workload balancing
• Provide Weekly reporting 

Production & Pipeline Management

• Oversee end-to-end referral movement from intake through placement
• Monitor pipeline health, identify bottlenecks, and implement process improvements to increase throughput
• Ensure referrals are accurately documented, properly routed, and advanced in a timely manner
• Collaborate with cross-functional teams (placements, sales, compliance, etc.) to resolve workflow issues and ensure clinical integrity in the care navigation process 

Operational Excellence

• Track and analyze key metrics such as volume, cycle time, conversion rates, backlog, and specialist productivity
• Develops workforce plans from forecast inputs
• Develop and refine standard operating procedures (SOPs) for text-based support operations
• Ensure consistent adherence to policies, quality standards, and compliance requirements
• Escalate and resolve operational issues, customer concerns, or system blockers quickly

Quality & Customer Experience

• Maintain high-quality written communication standards across all user interactions
• Review text conversations for tone, accuracy, and effectiveness
• Implement quality assurance processes and coaching plans based on findings

Tools & Systems

• Leverage CRM, ticketing, and messaging platforms to manage workflows and reporting
• Partner with leadership to recommend tooling, automation, or process enhancements

Qualifications:

• 3+ years of experience in operations management, call center supervision, or support team leadership
• Experience managing non-voice or text-based support teams strongly preferred
• Experience in healthcare and behavioral health is a plus
• Proven ability to manage production queues and high-volume workflows
• Strong analytical skills with comfort using metrics to drive decisions
• Excellent written communication and coaching skills
• Experience in referral-based, sales-support, or placement-driven environments is a plus

Key Competencies

• Operational efficiency & process optimization
• Team leadership and accountability
• Data-driven decision making
• Time management and prioritization
• Calm, solutions-oriented leadership under pressure

Why Join Us:

• Remote or Hybrid (New Orleans)
• Work Schedule: 4.5-day workweek (early Fridays!)
• Benefits: Health, Dental, Vision, and more
• Time Off: Generous vacation, sick, and mental health days
• Growth: Professional development and leadership opportunities
• Culture: Collaborative, supportive, and growth-oriented team culture
• Values: We value character, passion, and skills - in that order. We are kind (not nice). We require trust, honesty, and communication - please use your voice. We are not a family, we are a team.
• Impact: The chance to shape the future of behavioral health care through technology and innovation.

Location:

This is a remote-first role, though TPN.health’s headquarters is located in the heart of New Orleans at 650 Poydras Street (accessible by streetcar, bike-friendly, parking available).

Potential Salary Range - $75000 - $95,000