Care Coordinator Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead, manage, and nurture a team of Care Coordinators who assist patients throughout their healthcare experience.

• Set performance expectations, offer coaching and feedback, and foster professional growth.

• Track team productivity, quality, patient engagement, call completion, outreach, and follow-through metrics.

• Ensure uniform application of care coordination workflows, processes, and patient engagement standards.

• Supervise patient activation, pre-appointment support, first-30-day engagement, missed-appointment follow-up, discharge support, and continuity of care.

• Identify obstacles to care and manage escalations or transitions to higher levels of care.

• Facilitate transitions with patients, providers, and UHS facilities, including scheduling and facility selection.

• Define and track success metrics, HEDIS-related measures, performance goals, and improvement action plans.

• Collaborate with Clinical, Quality, Product, Network, Operations, and Network Strategy teams to enhance workflows and care coordination capabilities.

• Create standardized engagement, outreach, escalation, and step-up-care workflows.

• Provide operational and user insights for care coordination tools and technology.

• Coordinate cross-functional initiatives and communicate operational needs, trends, challenges, and opportunities.

• Offer operational and strategic support to Network Strategy and Client Experience teams; perform other assigned duties.

⛳️ Requirements

• Active, independent clinical licensure with 3-5 years of clinical experience.

• Minimum of 3 years in healthcare operations, care coordination, patient engagement, case management, project management, or a related field.

• Experience in managing teams responsible for patient or member outreach and engagement.

• Strong grasp of patient care journeys, care transitions, and coordination among various levels of care.

• Proven experience in developing or enhancing operational workflows, processes, and team procedures.

• Familiarity with using performance metrics and data to assess team effectiveness and discover improvement opportunities.

• Strong organizational and project management abilities, capable of juggling multiple priorities and initiatives simultaneously.

• Excellent critical thinking, problem-solving, and decision-making capabilities.

• Ability to pinpoint operational challenges, foresee barriers, and devise practical solutions.

• Exceptional written and verbal communication skills.

• Comfortable collaborating cross-functionally with Clinical, Quality, Product, Network, and Operations teams.

• Highly detail-oriented, with a strong emphasis on accuracy, accountability, and follow-through.

• Ability to work autonomously and take ownership of initiatives from planning to execution.

• Comfortable in a fast-paced, dynamic healthcare setting and adaptable to shifting priorities.

• Preferred: 1+ years of people management or demonstrated experience in leading and developing teams.

• Preferred: Experience in healthcare systems, behavioral health, telehealth, or a distributed provider network.

• Preferred: Familiarity with HEDIS measures, patient engagement metrics, or other healthcare quality measures.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision plans.

• Pre-tax benefits: HSA/FSA.

• 401k Retirement Savings Program with matching contributions up to 4%.

• Voluntary benefits including disability, basic life, or pet insurance, among others.

• Monthly Wellness Stipend to encourage mental and physical self-care.

• Flexible PTO and a Remote First Environment.

• Regular team events, including Wellness Workshops and Team Building Activities.

• Complimentary access to Talkspace products for you and one household member, plus a friends and family discount!