Manager, Care Management Coordinator

Job Summary

The Manager, Care Management Coordinator directly manages the care management coordinator team. Responsibility includes ensures the coordinator team's compliance with the department and enterprise policies and procedures, regulatory and accreditation requirements, and any other related operational performance measures. The position also monitors and evaluates departmental operations to ensure optimal efficiency and effectiveness.

The Manager is responsible in ensuring that staff operates in accordance with the organization's mission, values, and strategic goals.  This position is responsible in providing a responsive and sensitive approach to the needs of L.A. Care's culturally diverse membership.

This position provides supervision and support to the Supervisors of Care Coordinator and the other non-clinical line staff in the Care Management ICM) department.  The Manager manages all aspects of running an efficient  team, including hiring, supervising, coaching, training, disciplining, and motivating direct-reports.

Duties

Oversees the team's operational compliance with all department and enterprise policies and procedures, organizational standards, role and team-specific workflows, as well as applicable state and federal regulations. Ensures team meets all applicable regulatory and policy time frames.

Collaborates with the rest of the leadership team in developing and implementing departmental procedures, desktop procedures, and workflows for coordinators.

Develops and implements performance standards and measures for the coordinator team. Develops and maintains statistical and performance reports in accordance with those standards and measures. Facilitates data flow, analyzes, reports, design formats, interprets data and recommends alternatives/solutions internally and externally. Completes ongoing monitoring, audits, corrective action plans and necessary follow-ups.

Develops and maintains effective communication mechanisms at various levels of the department and organization. Maintains positive relationships with Participating Physician Group (PPGs), providers, and other external stakeholders that interact with the coordinator team.

Maintains compliance with all Health Insurance Portability and Accountability Act of 1996 (HIPAA) requirements throughout the coordinator team.

Provides direction and support to the supervisors to ensure optimal performance and engagement from the team. Ensures that deviation in team and individual performance are identified in advance and process changes are made to redirect performance to acceptable levels.

Develops and maintains a culturally sensitive work environment that promotes staff growth and education. Completes performance appraisals in accordance with established policies and based upon achievement of the L.A. Care mission, value, objectives and management expectations. Ensures staff have access to appropriate training and educational opportunities.

Duties Continued

Manage staff, including, but not limited to: monitoring of day to day activities of staff, monitoring of staff performance, mentoring, training, and cross-training of staff, handling of questions or issues, etc. raised by staff, encourage staff to provide recommendations for relevant process and systems enhancements, among others. Ensures the staff are prioritizing their daily assignments while assessing areas of strength, weakness and building goals to achieve improvements in the overall team performance.

Ensures employees follow the organization’s policies and procedures, providing employee resources Employee Handbook and compliance requirements.

Perform other duties as assigned.

Education Required

Education Preferred

Experience

Required:
At least 7 years of recent experience in managed care, care management, or other member-facing programs in healthcare settings.

At least 4 years of direct management/supervisory experience.

Experience with program/policy development and implementation.

Preferred:
Experience with Medi-Cal and Medicare, under-served and culturally diverse populations.
 

Skills

Required:
Strong verbal and written communication skills. 

Proficiency with Microsoft Word, Excel, and Power Point. Adaptability to computer learning.

Excellent time management, organizational, and prioritization skills.

Excellent interpersonal skills. 

Detailed oriented and demonstrated capacity to think analytically. Ability to solve complex issues and identify creative solutions.

Ability to work independently. 

Preferred:
Knowledge of L.A. Care core computer system
 

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information