Operations Manager - Patient Relations

The Opportunity

Chaparral Medical Group, part of Akido, is seeking a results-oriented Operations Manager - Patient Relations to lead a team focused on patient engagement, membership retention, and growth across our Medical Group and IPA networks. Reporting to the Director of Operations or Regional Leadership, this role is instrumental in delivering exceptional patient experiences while advancing organizational growth objectives at both the group and IPA level. You'll oversee a team of Patient Relations Liaisons, partner cross-functionally with operations, marketing, and leadership, and drive performance through coaching, accountability, and continuous improvement. It's an exciting opportunity for an organized, patient-centered leader to make a measurable impact on retention and growth in a managed care environment.

Who you are

• High school diploma.
• 3–5 years of healthcare operations or patient relations experience.
• Supervisory or leadership experience.
• Strong communication and conflict resolution skills.
• Proficiency in Microsoft Office.
• Strong organizational and multitasking abilities.
• Associate's or Bachelor's degree (preferred).
• Experience with medical groups, IPA, Medicare, or Medi-Cal (preferred).
• Bilingual English/Spanish (preferred).
• Knowledge of retention and outreach strategies (preferred).

What you'll do

• Lead, coach, and develop a team of Patient Relations Liaisons responsible for outreach, engagement, and retention.
• Monitor performance metrics, productivity, and patient engagement outcomes, providing ongoing feedback and development.
• Oversee escalated patient concerns and ensure effective, timely resolution.
• Drive initiatives to improve membership retention across Medical Group and IPA populations.
• Partner with clinical and operational teams to enhance continuity of care and reduce attrition.
• Collaborate with leadership and marketing to execute membership growth and retention strategies.
• Support outreach campaigns, enrollment initiatives, educational events, and broker partnerships.
• Evaluate broker and outreach performance to improve conversion and engagement.
• Analyze trends and provide insights on growth opportunities and team performance.
• Ensure accurate, timely documentation of patient interactions while maintaining HIPAA compliance and implementing process improvements.

Benefits 

• Health benefits include medical, dental and vision
• Long-term disability
• Life insurance
• Paid Leave Program