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

CoTrain is hiring on behalf of HeroMD and SanaDirect for an experienced Telehealth Customer Success Manager. The role oversees patient care and support operations, including patient journeys, team performance, telehealth workflows, retention, compliance, and coordination with providers and pharmacy partners.

Responsibilities

• 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

Preferred

• 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
• Subscription healthcare experience
• Recurring medication program experience
• DTC telehealth experience
• GLP-1 weight management
• Men’s health
• Recurring prescription treatment experience

Benefits

• Remote (US hours)

Company

• Private marketplace connecting experts, companies, and AI labs
• Los Angeles, California, US
• http://cotrain.ai/
• 11-50 employees

Qualifications

• 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
• Excellent written and verbal English
• 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

Required skills

• GLP-1 Weight Management, HIPAA, Patient Care Operations, Patient Care Team Management, Pharmacy Coordination, Prescription Workflows, Provider Escalations, Recurring Medication Programs, Subscription-Based Healthcare, Telehealth Operations

Experience

• 3+ years