Telehealth Patient Care Manager / Customer Success Manager — Part-Time — Remote

CoTrain is hiring on behalf of HeroMD & SanaDirect, two fast-growing US telehealth brands, for an experienced Telehealth Customer Success Manager to oversee patient care and customer support operations. CoTrain is a vetted marketplace that connects companies with elite, pre-screened talent, so you go straight to real work. This is not a traditional e-commerce customer support role. They need someone who genuinely understands the telehealth industry — someone who’s worked with patients, medical providers, pharmacies, and prescription workflows, and who knows how to build and manage a high-performing patient care team. You’ll make sure patients get excellent service while keeping operations efficient as the brands scale. If you’ve never worked in telehealth or healthcare patient operations, this role isn’t a fit. What you’ll own Patient care operations: oversee the full patient journey, from consultation and prescription approval through fulfillment, refills, and ongoing care Team management: manage, train, and hold patient care/support reps accountable for performance and quality Telehealth workflows: handle prescriptions, consultations, pharmacy fulfillment, refill requests, and provider escalations Patient retention: improve satisfaction, reduce cancellations, and optimize the refill and subscription experience SOP development: build clear patient care procedures, escalation protocols, and QA systems Medical coordination: work with providers, pharmacy partners, and internal ops to resolve patient issues Compliance: keep patient communications and processes aligned with HIPAA and healthcare protocols Performance management: track response times, resolution rates, CSAT, retention, and team productivity Escalations: personally handle complex patient situations, including medical complaints that require escalation to licensed clinicians Who you are 3+ years in US telehealth, digital health, or prescription-based healthcare operations Previous experience managing a patient care, customer success, or healthcare support team Strong understanding of the US telehealth patient journey — consultations, prescriptions, pharmacies, and medication fulfillment Experienced with EHR/EMR systems, healthcare CRMs, and support platforms Working knowledge of HIPAA and patient privacy requirements Highly organized, proactive, and comfortable running operations in a fast-growing company Subscription-based healthcare or recurring medication program experience strongly preferred Experience at companies like Hims & Hers, Ro, LifeMD, Henry Meds, or similar DTC telehealth businesses Experience supporting GLP-1 weight management, men’s health, or other recurring prescription treatments Compensation $48,000/year+, based on experience. Remote (US hours), full-time, ongoing (6+ months). #J-18808-Ljbffr CoTrain