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 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