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
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Supervise, coach, and develop a team of Lead Care Managers (LCMs)
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Conduct regular 1:1s, performance reviews, and training sessions
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Support onboarding and ongoing staff development
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Address performance concerns and implement improvement plans
Care Operations & Workflow Management
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Oversee daily workflows, caseload distribution, and scheduling
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Ensure timely member outreach, engagement, and care plan completion
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Maintain high standards of operational execution across the team
Performance & Reporting
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Own and drive team performance against key KPIs (engagement, timeliness, care plan completion)
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Track, analyze, and report on team metrics using tools like Power BI
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Use data to guide decision-making and improve outcomes
Cross-Functional Collaboration
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Partner with clinical teams, Member Engagement, Quality, Billing, and Operations
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Resolve escalated member or team issues
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Support initiatives that improve care coordination and member outcomes
Process Improvement & Compliance
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Support workflow enhancements and operational initiatives
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Ensure compliance with clinical, regulatory, and company standards
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Maintain accurate and timely documentation in eClinicalWorks
Requirements
What You Bring
Experience
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3+ years in healthcare operations, care management, or case coordination
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2–3 years as a Lead Care Manager (LCM) or equivalent role strongly preferred
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At least 1 year of people leadership or team supervision
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Experience in ECM, CalAIM, or value-based care environments preferred
Skills
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Strong leadership, coaching, and team development capabilities
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Experience managing care management workflows, caseloads, and team productivity
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Data-driven mindset with ability to interpret KPIs and dashboards
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Excellent communication and cross-functional collaboration skills
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Ability to operate in a fast-paced, evolving environment and drive structure within ambiguity
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Proficiency with eClinicalWorks, Power BI, Microsoft Office, and Google Workspace
Education & Credentials
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Bachelor’s degree preferred (Healthcare Administration, Social Work, Nursing, or related field)
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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.
