Team Lead, Care Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and expand Chamber's interdisciplinary care team comprising Community Health Workers, Medical Assistants, Pharmacy Technicians, and RNs.

• Manage daily operations, including team huddles, timecard oversight, call quality assessment, performance evaluations, staffing, and task assignments.

• Collaborate with leadership as programs and workflows adapt.

• Work cross-functionally with Clinical, Care Operations, and Product teams.

• Report directly to the Associate Director of Care Management.

• Lead team huddles, prioritize daily responsibilities, identify obstacles, confirm assignments, and celebrate achievements.

• Oversee real-time task queues to ensure effective work distribution and adherence to service level agreements (SLAs).

• Act as the primary contact for staff inquiries, workflow or assignment challenges, and coverage gaps.

• Redistribute tasks when team members are unavailable or overwhelmed.

• Manage the patient voicemail inbox and escalate concerns as necessary.

• Ensure documentation for billable activities is completed on the same day.

• Conduct weekly one-on-one meetings and offer actionable feedback.

• Identify training deficiencies and either provide or coordinate focused coaching.

• Monitor attendance, punctuality, and compliance with schedules, addressing any patterns that arise.

• Coordinate with contract agency account managers regarding staffing issues, performance concerns, onboarding, and compliance with statements of work (SOW).

• Review 5–10 recorded calls per month for quality assurance purposes.

• Prepare weekly performance summaries that include key performance indicators (KPIs), quality metrics, staffing statuses, and escalations.

• Identify operational bottlenecks and propose actionable solutions.

• Assist in optimizing contact rates and monitor adherence to call windows.

• Reconcile contract agency invoices with timecard records.

• Maintain the team roster, coverage matrix, and scheduling documents, including weekend and evening shifts.

• Onboard key Care Team positions and ensure adequate structure and capacity.

• Take ownership of team performance and the call quality scorecard.

• Implement at least one measurable operational enhancement within the first 90 days.

⛳️ Requirements

• Minimum of 3 years of experience supervising predominantly remote frontline teams in healthcare operations, care management, or care coordination.

• Direct experience managing teams focused on outbound member/patient outreach.

• Experience with timecard management, attendance monitoring, and performance coaching for teams of 6 or more individuals.

• Proficiency in CRM and care management platforms (such as HubSpot, Salesforce, EHR systems, or similar tools).

• Excellent written and verbal communication abilities.

• Capability to provide direct and constructive feedback.

• Knowledge of HIPAA regulations and comfort in managing protected health information.

• Comfortable working in ambiguous situations, quickly adapting as programs change, and building while in motion.

• Prior experience in building or scaling teams within a startup or high-growth environment is highly preferred.

• Experience managing frontline staff contracted through staffing agencies.

• Familiarity with value-based care, managed care, or population health environments.

• Background as a Community Health Worker, Medical Assistant, or LPN transitioning into a supervisory capacity.

• Experience with Community Health Worker programs and best practices in CHW supervision, including knowledge of motivational interviewing and supportive supervision models.

• Experience in cardiology, cardiovascular care coordination, or chronic disease management is advantageous.

• Bilingual (English/Spanish) is a plus.

• Must reside in the United States.

• Ability to work in the Eastern or Central Time zones.

🏝️ Benefits

• Flexible remote work arrangement.

• Occasional travel to practice sites or Chamber offices may be necessary.