Manager, Care Team Operations
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Job Summary
Manager Care Team Operations
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 Youll 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
What You Bring
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
- Bachelors degree preferred (Healthcare Administration Social Work Nursing or related field)
- Active clinical license (LVN RN LCSW) OR equivalent LCM experience
Benefits
Why Join HHN
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.
Required Skills:
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
Required Education:
Bachelors degree preferred (Healthcare Administration Social Work Nursing or related field)Active clinical license (LVN RN LCSW) OR equivalent LCM experience
