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Manager, Care Team Operations
- Riverside, California, United States
- Riverside, California, United States
À propos
Heritage Health Network (HHN) is seeking a Manager, Care Team Operations to lead and optimize care delivery for our Enhanced Care Management (ECM) program. This role is responsible for driving team performance, operational efficiency, and high-quality member care by leading a team of 1015 Lead Care Managers (LCMs) and collaborating cross-functionally with clinical, operational, and administrative partners. Primarily remote role (approximately 85%) with occasional in-field and in-office responsibilities as needed.
What You'll Do
- Team Leadership & Development
- Supervise, coach, and develop a team of Lead Care Managers (LCMs)
- Conduct regular 1:1s, performance reviews, and training sessions
- Support onboarding and ongoing staff development
- Address performance concerns and implement improvement plans
- Care Operations & Workflow Management
- Oversee daily workflows, caseload distribution, and scheduling
- Ensure timely member outreach, engagement, and care plan completion
- Maintain high standards of operational execution across the team
- Performance & Reporting
- Own and drive team performance against key KPIs (engagement, timeliness, care plan completion)
- Track, analyze, and report on team metrics using tools like Power BI
- Use data to guide decision-making and improve outcomes
- Cross-Functional Collaboration
- Partner with clinical teams, Member Engagement, Quality, Billing, and Operations
- Resolve escalated member or team issues
- Support initiatives that improve care coordination and member outcomes
- Process Improvement & Compliance
- Support workflow enhancements and operational initiatives
- Ensure compliance with clinical, regulatory, and company standards
- Maintain accurate and timely documentation in eClinicalWorks
Requirements
- Experience 3+ years in healthcare operations, care management, or case coordination
- 23 years as a Lead Care Manager (LCM) or equivalent role strongly preferred
- At least 1 year of people leadership or team supervision
- Experience in ECM, CalAIM, or value-based care environments preferred
- Skills
- Strong leadership, coaching, and team development capabilities
- Experience managing care management workflows, caseloads, and team productivity
- Data-driven mindset with ability to interpret KPIs and dashboards
- Excellent communication and cross-functional collaboration skills
- Ability to operate in a fast-paced, evolving environment and drive structure within ambiguity
- Proficiency with eClinicalWorks, Power BI, Microsoft Office, and Google Workspace
- Education & Credentials
- Bachelor's degree preferred (Healthcare Administration, Social Work, Nursing, or related field)
- Active clinical license (LVN, RN, LCSW) OR equivalent LCM experience
Benefits
Join a mission-driven organization dedicated to delivering high-touch, coordinated care to high-need populations. This role offers the opportunity to lead impactful teams, drive operational excellence, and improve outcomes for underserved communities.
Compétences linguistiques
- English
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