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, Documentatio