Care Operations Manager, RTM

Location: Hybrid — a few days per week on-site at clinics around the Houston, TX area; remainder remote. Compensation: $60,000–$80,000 About Wysa Wysa is a global leader in AI-driven mental health support, partnering with employers, payers, and providers to deliver accessible, evidence-based care. Our Remote Therapeutic Monitoring (RTM) program is live with multiple primary care partner organizations — including FQHCs — and we're hiring a hands‑on operator to help scale it. About the Program Our RTM program supports patients with medication adherence by pairing Wysa's AI — which provides daily coaching and behavioral support — with a connected smart pill cap that tracks medication‑taking in real time. Clinical teams use the data to identify patients who are struggling and intervene early. The program is reimbursable under RTM codes and is delivered in partnership with primary care practices and FQHCs. About the Role This role grows with the program. Today we're subscale — and that means you'll be doing the work yourself. You'll personally own patient outreach: enrolling patients, activating them on the device and app, keeping them engaged month over month. You'll use what you learn from those conversations to build strong playbooks — scripts, workflows, escalation pathways, training materials — that codify what works. As we scale, you'll hire and lead a team of Medical Assistants who do the patient‑facing work under your direction. Your job shifts from doing the work to designing it, teaching it, and continuously improving it — refining playbooks, retraining the team, and raising the bar on KPIs quarter over quarter. The arc is hands‑on operator today → playbook builder over the next several months → team builder and continuous improvement leader as volume grows. Throughout, you're the on‑the‑ground partner to our Houston‑area clinics, and you're accountable to the program's performance. What You'll Own Today — direct patient outreach and program design Personally conduct RTM patient calls focused on medication adherence — enrollment outreach, activation, ongoing engagement Support patients in getting set up with and using the connected device and Wysa app Document every interaction to healthcare‑standard documentation practices Use every patient conversation to learn what works — and turn that learning into scripts, workflows, escalation pathways, and training materials Maintain clean operational records (spreadsheets, call logs, patient documentation) so the team can learn from what's working and what isn't As we grow — playbook and team building Refine and codify the operational playbook for RTM — scripts, cadences, training, QA, escalation Hire, onboard, and manage a team of Medical Assistants who execute patient outreach under your direction Coach the team to your standard and hold them accountable to documentation and quality Help define how Wysa launches RTM at new primary care clinics and FQHCs Always — clinic partnership and operations Partner with clinic staff on end‑of‑month billing documentation, process improvements, and day‑to‑day coordination Serve as the on‑the‑ground liaison between Wysa and our clinic partners — building relationships, surfacing issues early, and proposing solutions Work directly with our Director of Clinical Operations to test new approaches and measure results Accountability — What Success Looks Like You will own the program's performance and be measured against: Conversion rate — % of patients contacted for enrollment who start the program Patient activation rate — % of enrolled patients who successfully begin using the device and app Patient retention rate — % of activated patients who remain engaged in the program over time You're not just doing the work — you're accountable for whether the program works. Who You Are You've done MA work and excelled at it. You understand patient interactions, clinical documentation, and what good care looks like. You're comfortable picking up the phone and talking to patients — and you're great at it. You've moved beyond MA work into operations. You have meaningful experience as a coordinator, program lead, or operations role — and you can point to processes you've built, improved, or owned. You want to build and lead a team. You're excited to do the work yourself today and to grow into managing the people who do it tomorrow. You’re outcomes‑driven and never satisfied. You think in terms of KPIs and conversion funnels, not just tasks completed — and you're always asking how to push the numbers higher. You thrive in fast‑paced, ambiguous environments. You're comfortable when the path isn't fully mapped — you take initiative, make judgment calls with incomplete information, and iterate as you learn. Startup or early‑stage program experience is a big plus. You’re organized to a fault. Spreadsheets, documentation, process — you instinctively want to make these better. You’re a problem‑solver, not a task‑taker. When you see friction, you propose a fix. You don't wait to be told what to do next. You communicate clearly and professionally. With patients, with clinic staff, with our internal team. You’re based in the Houston area and able to be on‑site at partner clinics a few days per week. Requirements 3+ years of experience as a Medical Assistant or similar patient‑facing clinical role 2+ years of experience in a coordinator, program lead, or clinical operations role — with clear examples of process or program ownership Experience working in a startup, early‑stage program, or other fast‑paced environment where you've had to navigate ambiguity and build as you go Strong clinical documentation skills — you know the standards and follow them Comfort with KPIs and operational metrics — you've been accountable to numbers before Proficiency with spreadsheets, EHRs, and standard productivity tools Based in the Houston, TX area, and able to work on‑site at partner clinics multiple days per week Excellent written and verbal communication Nice to Have Prior experience hiring, training, or managing a team of MAs or care coordinators Experience working with FQHCs or other safety‑net primary care settings Experience with medication adherence programs, chronic care management, or connected health devices Familiarity with RTM, RPM, or CCM billing codes (CPT View phone number on click.appcast.io, 99453–99458, 99490–99491) Experience scaling a clinical program across multiple sites Why This Role Growth path. This is a key hire as we scale our RTM program. Strong performance leads to expanded responsibilities, compensation growth and a clear path to leading a team and our broader on‑the‑ground operations. Impact. You'll be helping shape how a live, growing RTM program operates — directly improving how patients stay on their medications. Mission. We're expanding access to high‑quality care for patients in primary care settings, including underserved populations served by FQHCs. #J-18808-Ljbffr Wysa