SUMMARY
The Enhanced Care Management (ECM) Leader plays a pivotal role in guiding and supporting a team of Lead Care Managers (LCMs), ensuring the provision of high-quality care to members. Collaborating closely with senior leadership, the ECM Leader empowers the team with tools, training, and resources necessary for success while upholding the standards of excellence in care management.
WHERE YOU'LL WORK
This position is hybrid. Work from home and go into the field (Alameda County) as needed. Travel is required to meet with staff and members within designated areas or based on business needs. You are eligible for mileage reimbursement for the use of your vehicle for business-related travel. Standard business hours are Monday through Friday from 8:00 am to 5:00 pm.
WHAT YOU'LL DO
- The ECM Leader's duties encompass a wide range of responsibilities, from leadership and support to direct member engagement, all with the overarching goal of enhancing the quality of care and support provided to members
- Oversee and coordinate the duties of a team of LCMs, including assigning caseloads and responsibilities
- Audit charting documentation to ensure that employees accurately and promptly document member encounters in compliance with policies and health plan updates
- Audit telephonic encounters to maintain the delivery of high-quality care
- Ensure adherence to established protocols for child/elder abuse, patients experiencing pain, safety concerns, and mental health concerns, including the creation of safety plans or reports as needed
- Attend in-person meetings with LCMs, including outreach visits, provider appointments, and exclusions
- Empower LCMs by providing the tools, training, and resources they need to excel in their roles
- Foster a supportive and professional work environment
- Accommodate and educate new hires, explaining the role, expectations, and relevant policies and procedures
- Conduct weekly meetings/huddles to communicate goals, process changes, and other work-related updates
- Serve as the initial point of contact for complex member issues or concerns, directing LCMs to appropriate resources and ensuring resolutions
- Monitor employee performance, identify training needs, and implement performance improvement plans when necessary
- Address employee inquiries and process requests promptly
- Offer support to LCMs regarding community services and resources available to employees and members
- Comply with departmental and companywide policies and procedures
- Adhere to safety and injury prevention policies and regulations
- Maintain a caseload of up to 10 members, including in-person visits as required
- Ensure LCMs meet monthly member encounter targets and provide them with due dates
- Handle employee administration tasks, including performance reviews and corrective actions
- Provide support for training and retraining to LCMs as needed
- Continuously train and update your knowledge to meet or exceed role expectations
- Understand duplicate programs, ECM eligibility criteria, and provide support to LCMs
- Support other ECM Leaders in their absence by monitoring their teams
- Actively identify process issues and make recommendations for improvement
- Perform other duties and projects as assigned
WHO YOU ARE
Sensory Requirements
- Fluent in English (written and verbal)
- Ability to communicate clearly in-person, by phone, and electronically
- Adequate hearing and vision (with corrective devices if necessary) to conduct assessments and documentation
- Ability to identify problems and use logic and related information to develop and implement solutions
- Excellent organizational skills and attention to detail
- Commitment to maintaining patient confidentiality and adhering to ethical standards in healthcare practice
Physical Activity
- Ability to lift, carry, push, or pull up to 20-25 pounds (e.g., laptop bag, forms, mobile equipment)
- Ability to climb stairs or navigate uneven terrain in community and home environments
- Ability to bend, reach, and conduct in-person visits in non-traditional environments
- Must be able to remain in a stationary position
- Must be able to move around the office and/or travel throughout community
- Ability to operate a vehicle and travel to meet with members around the community; attend meetings and events as required or requested
Environmental Conditions
- Work may occur in homes, shelters, outdoor settings, hospitals, or community organizations, which may include exposure to pets, smoke, odors, clutter or unsanitary condition, and varying temperature conditions
- Ability to maintain professionalism and safety in diverse environments
- Ability to work independently and carry out assignments to completion within the parameters of established policies and procedures
Technology Use
- Frequent use of computers, keyboard, and handheld/mobile devices
- Ability to type for extended periods
- Competent with computers, email, virtual platforms, and Microsoft Office based programs
WHAT YOU'LL NEED
- Associate degree and minimum 2+ years of experience in care management. Bachelor's degree in healthcare, social work, or another related field preferred
- Current and valid driver's license with a clean driving record
- Reliable transportation and proof of auto insurance
- Current BLS certification from the American Heart Association upon start date
- Distraction-free home workspace with a secure internet connection
NICE TO HAVES
- Supervisory or managerial experience leading a team of direct reports
- Bilingual in Spanish
WHAT YOU'LL ENJOY
- Make an impact: an organization who cares about its employees, communities, and the future of healthcare
- Inclusivity: be a part of a workplace where you not only belong but also can be the best version of yourself
- Growth: opportunities to develop and grow your career with us
- Community: you are encouraged to have a voice, share your opinions, and have an individual impact on the business
- Paid Time Off: 12 holidays and up to 15 days of accrued PTO to rest and recharge plus additional time for sick, jury duty, bereavement, reproductive loss, and therapy
- Work Life Balance: enjoy flexibility to maximize your well-being and success with our hybrid work model
- Medical, Dental, & Vision Benefits: we cover up to 100% of your premium and 50% of your dependents depending on the plan
- Prioritize your mental health with unlimited therapy sessions funded 100% by Titanium Healthcare
- Flexible Spending, Health Savings & Dependent Care Accounts
- Life/AD&D insurance funded 100% by Titanium Healthcare
- Supplemental Short-Term Disability
- Employee Assistance Programs
- Protect your pet(s) with Pet Insurance
- 401(k) plan
