B2B - Healthcare Operations Manager

About CookUnity: Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul. Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world. If that mission has you hungry in more ways than one, you’ve found the right job posting. About the Team: The B2B Operations team is responsible for scaling and delivering CookUnity’s new business verticals, such as Smart Fridge and Cold Meal programs, across corporate and healthcare environments. The team collaborates closely with B2C operations, product, and customer experience to ensure seamless execution, operational reliability, and scalable systems that support growth. The role: he Healthcare Operations Manager is responsible for the operational performance, quality, and scalability of CookUnity’s Medically Tailored Meals (MTM) healthcare programs . This role oversees the daily execution of care coordination operations, ensuring members are successfully onboarded, supported throughout the program, and receiving meals reliably while maintaining compliance with payer and healthcare program requirements. The Healthcare Operations Manager leads the Care Coordination team and ensures operational workflows—from member intake and eligibility verification to order support and service resolution—are executed accurately and consistently . Because operational accuracy directly impacts healthcare claims and reimbursement, this role also works closely with Finance and Revenue Operations to minimize operational errors that could lead to claim denials or payment delays. This is a hands-on leadership role focused on operational rigor, accountability, and continuous improvement within a regulated healthcare environment. Responsibilities: 1. Care Coordination Team Leadership & Performance Lead and manage the Care Coordination team responsible for member intake, onboarding, and ongoing program support. Responsibilities include: Hiring, coaching, and managing Care Coordinators and Member Support Coordinators Defining and enforcing operational workflows and service-level expectations for: Intake calls and eligibility verification Member profile and address validation Meal order support and modifications Escalation handling and issue resolution Monitoring team performance metrics including: Intake accuracy QA scores SLA adherence Member satisfaction Conducting regular 1:1s, performance reviews, and coaching sessions Acting as the escalation point for complex or high-impact member issues 2. Healthcare Contract & Program Operationalization Translate healthcare program requirements into clear operational workflows that can be executed reliably by the Care Coordination team. Responsibilities include: Leading the operational onboarding of new healthcare partners, including payers, providers, and pilot programs Translating contractual requirements into operational processes such as: Eligibility verification logic Intake scripts and documentation requirements Meal ordering rules and modification deadlines Delivery and service constraints Partnering with Legal, Compliance, and Finance to ensure program workflows meet payer requirements Building and maintaining program-specific SOPs when operational requirements vary across partners 3. MTM Program Visibility & Cross-Functional Coordination Maintain operational visibility into MTM program execution and ensure care coordination workflows remain aligned with program requirements. Responsibilities include: Coordinating closely with the MTM Project Manager and operational teams responsible for program execution Ensuring Care Coordinators are informed of operational updates related to: MTM menus and nutrition guidelines Eligibility criteria and program rules Ordering workflows and deadlines Delivery service parameters Providing frontline insights from the Care Coordination team to cross-functional partners including Culinary, Nutrition, Tech, Logistics, and CX Surfacing operational issues or member feedback that may impact meal suitability, ordering workflows, or program compliance Ensuring care coordination processes remain aligned with evolving program requirements 4. Claims Operations & Financial Performance Ensure healthcare operations support accurate claims submission and efficient reimbursement cycles. Responsibilities include: Partnering with Finance and Revenue Operations to monitor: Claims submission accuracy Claims denial rates Claims rework volume Time from claim submission to payment Identifying operational errors that may contribute to denied or delayed claims Implementing workflow improvements that improve clean claim rates Establishing feedback loops between Finance and Care Coordinators to prevent repeat operational issues Supporting initiatives aimed at improving cash flow and shortening reimbursement cycles 5. Operational Quality, Compliance & Risk Management Ensure healthcare operations meet regulatory, compliance, and payer requirements. Responsibilities include: Maintaining HIPAA-compliant workflows and communication practices Implementing quality assurance processes across intake, care coordination, and member support Conducting root-cause analyses for recurring operational issues Identifying and mitigating operational risks that may impact members, partners, or reimbursement Supporting compliance audits and documentation requests when required 6. Process Design, Documentation & Scaling Build scalable operational infrastructure to support healthcare program growth. Responsibilities include: Developing and maintaining: SOPs and operational playbooks Care coordination training materials Team onboarding programs Driving operational standardization while allowing for payer-specific program requirements Identifying opportunities for automation and tooling improvements Supporting hiring, onboarding, and ramp-up of additional Care Coordinators as program volume grows Qualifications: 3/5 years of experience in Healthcare Operations, Care Coordination, or Healthcare Program Management Experience working with healthcare payers, providers, or value-based care programs Proven experience managing frontline operational teams Strong understanding of healthcare workflows and HIPAA compliance requirements Demonstrated ability to translate contractual or clinical requirements into operational processes Highly organized, detail-oriented, and execution-focused Comfortable operating in fast-paced, evolving environments Familiarity with operational tools such as Zendesk, Salesforce, or healthcare CRM platforms Preferred requirements: Experience working closely with claims or revenue cycle operations Learn More About CookUnity We believe great leadership starts with alignment on vision, values, and ways of working. To give you deeper insight into who we are and what we’re looking for, we invite you to explore: CookUnity's Leadership Principles – The values and behaviors that guide how we operate, collaborate, and scale. We hope this provides valuable insight into our culture and product vision. If this excites you, we’d love to connect! Benefits 🩺 Health Insurance coverage 🌅 401k Plan 🌟 Eligible for a bi-annual performance bonus ⛱ Unlimited PTO 🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical 🐣 Paid Family leave 🕯 Compassionate Leave: 3-5 days each time the need arises 🥘 A generous amount of CookUnity credits to enjoy our amazing meals, added to your account, monthly 🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster. 🧘🏽‍♀️ Wellness perks: access to fitness subsidies to build a healthy lifestyle 👩🏾‍🏫 Personalized Spanish coach 🚀 Awesome opportunity to join a company that is looking to change how we eat and how chefs work! Compensation All final pay rates will be determined by the candidate's experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Pay Range for this position: $80,000 - $90,000 per year. Compensation All final pay rates will be determined by candidates experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Pay Range for this position $80,000 — $90,000 USD If you’re interested in this role, please submit your application, and if we think you might be a fit, we'll get in touch with you. Thank you for your time! CookUnity is an Equal Opportunity Employer . We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability. A quick note for all candidates We’ve recently seen an increase in recruitment scams across the industry, and we want to make sure you (and your data) stay safe while applying to CookUnity. We also want you to know that we take this seriously — sometimes, as part of our process, we may ask for a brief “proof of humanity” to confirm that we’re connecting with a real person, not an impersonator. Here are a few tips to help you protect yourself and know what to expect from us: Apply only through our official channels. All open roles are listed on our official careers page: careers.cookunity.com Our recruiters are real people — and easy to verify. You can always find them on LinkedIn with verified profiles. If you’re unsure, feel free to reach out to us on our official LinkedIn Company Page . We only communicate through official CookUnity channels. That means emails ending in @cookunity.com and interviews held through official company platforms (Google Meet or Zoom) — never WhatsApp, Telegram, or SMS. We’ll never ask for payment or personal financial details. If anyone does, please don’t share any information and let us know right away. If something ever feels off or you’re unsure about a message, we’d much rather you double-check with us. You can always contact us directly through any of our social media channels. We appreciate your interest in joining CookUnity — and we care about keeping your experience (and safety) as genuine as possible.