Color · San Francisco
OtherOPSRemoteFullTimeposted 5w ago
Color is revolutionizing cancer care with the nation’s first Virtual Cancer Clinic, delivering high-quality, physician-led multidisciplinary care across all 50 states. Our innovative, guideline-based approach spans cancer screening, risk assessment, prevention, diagnosis, treatment support, and survivorship. In addition to personalized direct medical care, our services include cancer genetics risk assessment, nutrition, mental health support and at-home cancer screening diagnostics. Using technology-driven, patient-centric solutions, Color is transforming how employers, unions, health plans, and governments address cancer. Color’s goal is to close critical cancer care gaps, improve cancer outcomes, and guide patients with empathy through their healthcare journeys.
Apply to join Color and do the most meaningful work of your career. If you are not sure that you’re 100% qualified but are up for the challenge - we want you to apply!
About the Role:
This is a rare opportunity to build and scale a high-impact remote care advocacy organization that meaningfully changes how patients experience cancer care. Reporting to the Director of Care Services, you’ll lead a talented team while designing the operating systems, performance culture, and accountability frameworks that enable exceptional patient outcomes. You’ll partner closely with leadership to translate strategy into scalable operations, develop high-performing leaders, and shape the future of care advocacy at Color.
You’ll lead a team of internal care advocates and a contractor partner layer, evolving the function from transactional coordination into proactive patient advocacy that drives behavior change, closes care gaps, and improves outcomes. If you thrive in ambiguity, love building teams and processes from the ground up, and enjoy turning vision into execution, this is an opportunity to make a lasting impact on both the organization and the patients we serve.
What You'll Own:
Team leadership & people development
Directly manage a team of care advocates supporting patients across complex cohorts: abnormal results, high-risk, active cancer, and survivorship
Build and maintain the full performance management infrastructure — expectations, review cadences, accountability frameworks, and role-level differentiation (CA1, CA2)
Own team performance against key service line metrics including in-person scheduling rates, efficiency, and patient NPS; set targets, track progress, and close gaps
Conduct regular 1:1s, performance conversations, and development discussions with each advocate — not as a check-in but as a genuine investment in their growth
Navigate difficult performance conversations directly and with care — hold people accountable while maintaining trust and psychological safety
Monitor caseload quality, identify patterns, and drive improvements before issues compound
Build team cohesion and culture across a dispersed group of internal and contracted staff — model the behaviors you expect: ownership, proactivity, quality, and patient-centeredness
Coach advocates on patient communication, engagement techniques, and behavior change skills — actively developing their capabilities over time, not just managing their output
Develop and implement a team training and development curriculum aligned with the team’s strategic goals and priorities
Contractor layer oversight
Serve as the primary relationship owner for our contracted partner, who handles higher-volume, lower-complexity scheduling and navigation workflows
Own the infrastructure Color builds around the contractor layer: onboarding process, quality standards, performance expectations and monitoring, and training materials
Establish SLAs where they don’t yet exist and build the accountability systems to hold the contractor layer to them
Develop and run a quality review cadence covering ticket accuracy, turnaround time, and patient experience — Color owns the QC, not the vendor
Manage day-to-day coordination and make recommendations on contractor scope, capacity, and long-term model as the business evolves
Operations & infrastructure
Define workflow boundaries between care advocates and customer support in partnership with the Director
Build or improve intake, escalation, and handoff processes across internal and contractor teams
Establish productivity and quality metrics; track and report on them on a regular cadence
Identify and close gaps in tooling, documentation, and training
Identify opportunities to automate or templatize repeatable work to increase team capacity for higher-complexity, higher-value patient interactions
Quality, outcomes & patient impact
Establish error tracking and root cause analysis practices so mistakes don’t recur
Create clear escalation protocols so the right cases reach the right people without falling through cracks
Develop and maintain SOPs and training materials — ensure quality doesn’t depend on institutional memory
Partner with the Director to evolve the care advocate function from transactional coordination to a proactive, coaching-based model — where advocates drive behavior change, close screening gaps, and serve as genuine champions for patients navigating fear and complexity
Champion the integration of motivational interviewing and health coaching principles into how the team engages patients — help advocates move patients from stuck to engaged
Identify and track outcome metrics that connect the team’s daily work to real patient impact — not just activity, but change
What We're Looking For
5+ years in care operations, care management, or clinical operations in a healthcare setting
Experience in digital health or virtual care strongly preferred — B2B2C care delivery is a meaningfully different environment than a traditional health system
Proven track record managing patient-facing teams — care advocates, care coordinators, or similar roles — with real performance accountability
Demonstrated ability to build structure where little or none existed — you've done this, not just described it
Experience managing an external contractor or vendor layer with accountability for quality and SLAs — including owning the QC infrastructure, not just the relationship
Strong people leadership instincts — able to coach individuals, have hard conversations, and drive both performance and culture
Comfortable receiving strategic direction that is still forming and translating it into operational plans without waiting for a finished playbook
Helpful Though Not Required:
Background in health coaching, motivational interviewing, behavior change, or patient advocacy — we are actively building toward a model where care advocates function as patient champions, not just schedulers, and we want someone who believes in and can lead that evolution
Background in oncology, cancer screening, high-risk patient populations, or early detection programs
Has built or rebuilt a care team from scratch in a startup or high-growth environment
Comfortable operating as a player-coach in the early stages — willing to be hands-on while building the team
What We Offer:
💰 Competitive salary
✨ Comprehensive medical, dental, vision, life, and disability benefits
📈 401k match
📝 Monthly phone and wifi stipend for employees, annual ergonomic stipend
🏝 Generous vacation policy, paid holidays and company-wide recharge days
🍼 Equal paid parental leave for birthing and non-birthing parents
🩺 Free cancer screening and prevention resources for employees and their adult dependents
Base Salary Range: $132,0000 - $156,000/year
The actual base pay is dependent upon many factors, such as: work experience, market data, skills, geographic location, and business need. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity and benefits.
Color prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. Color conforms to the spirit as well as to the letter of all applicable laws and regulations. We are also committed to providing reasonable accommodations for qualified applicants with disabilities in our recruitment process.