Manager, Care Team Operations

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