Community Operations Manager

This position is responsible for managing operations related to the community-based organization network, Community Advisory Councils, and member outreach efforts. Specifically, this position is responsible for ensuring oversight and management of network adequacy, satisfaction, resource allocation, policies, procedures, and state and federal regulatory requirements related to benefits and programs based in community-based organizations or that require community oversight. Core work includes serving as the region's Traditional Health Worker Liaison, implementing and maintaining existing best practices supporting Community Advisory Councils, leading or partnering on regional health needs assessments and health improvement areas of priority, overseeing and planning technical assistance for network partners, and serving as the primary liaison between the CCO, appropriate benefit managers within CareOregon, and community stakeholders for all functions related to strategic community development.

This is a hybrid position with the expectation to be in the community and/or office 1x per week. Candidates will need to travel to Tillamook/Clatsop/Columbia counties. We are looking for candidates local to Portland Metro or residing in one of these counties: Tillamook, Clatsop or Columbia County.

Estimated Hiring Range:
$92,070.00 - $112,530.00

Bonus Target:
Bonus - SIP Target, 5% Annual

Current CareOregon Employees: Please use the internal Workday site to submit an application for this job.

Essential Responsibilities
Operations

• Manage and maintain the CCO portfolio of community health partnerships and other community engagement and member navigation supports that increase access to services, assuring an equitable and participatory process that includes member and community involvement where possible and/or required.
• Document and maintain policies, procedures, and monitoring systems for community-based organization network.
• Identify potential gaps and barriers to policies, procedures, and monitoring systems and take steps to address them, collaborating with appropriate stakeholders.
• Support contracting processes with identified community-based organizations including any needed annual amendments.
• Identify, support, facilitate, and/or participate in transparent and inclusive processes for continuous improvement and change management work, focusing on community and member-facing work within CPCCO.
• Participate as a subject matter expert in network and CCO strategic planning.
• Oversee the tracking of progress towards community engagement-held or related CCO deliverables to ensure alignment with OHA contractual requirements. Act as the lead responsible for project managing and then submitting deliverables to Regulatory Affairs.
• Collaborate with leadership to identify and develop standards for monitoring network adequacy and network-related reporting and dashboards.
• Collaborate with relevant teams to identify, develop, and present relevant network-related data.
• In partnership with Regulatory Affairs and Compliance teams, provide oversight and management of regulatory requirement deliverables related to CCO governance, network adequacy, and access to social care.
• Develop and maintain customer and vendor relationships with internal and external stakeholders to aid in operations delivery.
• Assure the goals and strategies of the Regional Health Improvement Plan (RHIP) priorities are documented and communicated meeting contract requirements and key stakeholders' expectations.
• Work collaboratively to connect regional health needs assessments and health improvement planning between hospitals, public health, behavioral health providers and the CCO.

Program and Project Supports

• Manage the governance structure required to support Community Advisory Councils, Member Voice and Equity Committee, and related activities in the CPCCO service region. This includes monitoring compliance with OHA requirements, member recruitment and retention efforts, and leading efforts to continually improve the multi-directional learning model.
• Work with CCO leadership, partner organizations, consultants, community leaders, local public health and mental health advisors and other stakeholders to ensure the development and influence of the local Community Advisory Councils to address health disparities and inequities.
• Develop and maintain partnerships with community, public health, education organizations, culturally specific organizations and public policy leaders who are working to promote health and health equity for CPCCO health plan eligible members by improving their access to upstream health-enhancing services.
• Oversee and guide the work of supporting community-based organization providers to deliver projects and programs through technical assistance, communities of practice, and other means.

Employee Supervision

• Manage team and recommend team direction and goals in alignment with the organizational mission, vision, and values.
• Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens.
• Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.
• Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.
• Train, supervise, motivate, and coach employees; provide support toward employee development.
• Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.
• Ensure team adheres to department and organizational standards, policies, and procedures.
• Evaluate employee performance and provide regular feedback to support success; recognize strong performance and address performance gaps and accountability (corrective action).
• Perform supervisory tasks in collaboration with Human Resources as needed.

Organizational Responsibilities

• Perform work in alignment with the organization's mission, vision and values.
• Support the organization's commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
• Strive to meet annual business goals in support of the organization's strategic goals.
• Adhere to the organization's policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education
Required

• Minimum 5 years' experience in public health, social services, or related field
• Experience with participatory action research, collective action, and popular education models
• Valid driver's license, acceptable driving record and automobile liability coverage or access to an insured vehicle

Preferred

• Minimum 2 years' experience in a supervisory position or minimum 1 year experience in a supervisory position with completion of CareOregon's Aspiring Leaders Program
• Experience with consumer advocacy, peer driven service development, or community health work

Knowledge, Skills and Abilities Required

Knowledge

• Knowledge of participatory action research, collective action, and popular education models
• Understand the nature of consumer engagement, and vulnerable populations, including how these populations connect to equity, diversity and inclusion
• Understanding of project management, change management, and or process improvement principles.
• Ability to support community-based organizations to contractually engage with Oregon Health Plan programs and requirements
• Knowledge of Medicaid regulatory and contractual requirements
• Knowledge of health care and social care terminology.

Skills and Abilities

• Ability to build and maintain professional relationships with those enrolled in CPCCO's Health Plan, community at-large, and CareOregon internal departments
• Strong facilitation, group process, conflict management and consensus building skills
• Strong skills in systems thinking and project management
• Abilities in supporting, coaching, leading individuals and groups to learn new skills
• Refined interpersonal maturity/skills and a high level of emotional/social intelligence
• Well-developed written composition/expression skills
• Excellent listening and verbal communications skills
• Ability to work independently absent explicit directions, excellent judgment
• Ability to use Word, Excel, PowerPoint, Smartsheet and Mural
• Ability to work in an environment with diverse individuals and groups
• Requires irregular work hours and travel to CCO regional service areas (e.g., evening meetings and weekend activities)

• Ability to work effectively with diverse individuals and groups

• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, hear, speak clearly, sit, bend, and perform repetitive finger and wrist movement for at least 3-6 hours/day
• Ability to lift, carry, push, pull, stand, walk, and read for at least 1-3 hours/day

• Ability to operate a motor vehicle

Working Conditions

Work Environment(s): ☒ Indoor/Office ☒ Community • Facilities/Security • Outdoor Exposure

Member/Patient Facing: • No • Telephonic ☒ In Person

Hazards: May include, but not limited to, physical, ergonomic, and biological hazards.

Equipment: General office equipment and/or mobile technology

Travel: Requires travel outside of the workplace at least weekly; the employee's personal vehicle may be used. Driving infractions will be monitored in accordance with organizational policy.

Work Location: Hybrid-Community 2 days/week, member facing

Schedule: Requires irregular work hours and travel to CCO regional service areas (e.g., evening meetings and weekend activities)