Telehealth Operations & Patient Experience Manager Full Time NEW

About Enhanced

Enhanced is an elite sports competition and consumer products company committed to helping athletes and individuals optimize their health and performance. The Enhanced Games merge science with athletic excellence—pushing human potential while prioritizing safety, transparency, and innovation. All athletes are paid, with million-dollar prizes for new world records.

Beyond the competition, we’re building a direct-to-consumer human performance business – telehealth services and OTC products – built on personalized protocols, real biomarkers, and tracked outcomes. Not averages. Not guesswork. Your data, your plan. We’re not in the supplement business. We’re in the potential business – for the people who know there is more.

The Role

We are looking for a Telehealth Operations & Patient Experience Manager to bridge the gap between clinical care and logistics. You will own the “Last Mile” of the patient journey, ensuring medical intake, notifications, blood testing, consults, & the pharmacy fulfillment is seamless, patient notifications are timely, and the end-to-end experience is world-class. This is a hybrid role requiring a “Customer Success” mindset applied to a regulated healthcare environment.

What You’ll Own

• Pharmacy & Fulfillment Oversight: Manage relationships with partner pharmacies to ensure medication dispensing and shipping SLAs are met.
• Patient Lifecycle Management: Audit and optimize the automated notification journey from checkout all the way through to medication refills (SMS/Email) to ensure patients are informed at every step of their treatment.
• Workflow Optimization: Identify bottlenecks in the telehealth funnel—from the moment a script is written to when it arrives at the patient’s door.
• Quality Assurance: Conduct regular “Patient Experience Audits” to ensure clinical safety and service excellence standards are upheld.
• Cross-Functional Liaison: Act as the glue between the Clinical team (Doctors/Nurses) and the Product/Tech team to improve the internal patient management platform.
• Tracking clinical and operational KPIs and surfacing insights to leadership on quality, throughput, provider performance, and customer satisfaction

Who You Are

• The Startup Operator: You have 3–5+ years in clinical operations, care coordination, or health-tech logistics. You thrive in the “ambiguity” of a fast-growing company and prefer building new playbooks over following old ones.
• Telehealth Native: You are intimately familiar with the modern virtual care stack. You don’t just use tools like Zendesk, Healthie, and Spruce—you know how to optimize them to reduce patient friction.
• Logistics Minded: You understand that “healthcare” includes the “last mile.” You have experience managing high-complexity fulfillment, such as compounding pharmacy relationships or medical device supply chains.
• A “Product-Minded” Care Provider: You view the patient journey through a “Customer Success” lens. You are obsessed with identifying drop-off points in the funnel and ensuring every patient feels they are receiving personalized, high-end care.
• Systems Scaler: You are a “zoom-in/zoom-out” leader. You are comfortable being a hands-on administrator for our platform one hour and negotiating vendor SLAs or workforce planning the next.
• Culture Fit: You have a genuine interest in human performance, longevity, and the supplement ecosystem. You understand how brand presentation and “unboxing” experiences translate to patient trust.

Must Have Requirements

• Must be authorized to work in the United States of America (no sponsorship required).
• Must be willing to work from Enhanced’s New York City Headquarters.