Job Description
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 10–15 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 What You Bring Experience 3+ years in healthcare operations, care management, or case coordination 2–3 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 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.