Team Lead, Care Management
3 нед. назад
Страна неизвестнаLeadRemote
team managementcare coordinationperformance management
Lead and scale a cross-functional care team delivering care management and operational support in cardiology.
О компании
- Cardiovascular disease remains the leading cause of death in America. At Chamber, we’re rebuilding the system for cardiology, creating a world where outcomes, not volume, define success. We partner with independent cardiologists to help them lead population health efforts in their communities, equipping them with technology, data, and operational tools that turn complex insights into better care for patients.
- Our model blends clinical expertise, thoughtful design, and a modern operating platform that supports physicians, patients, and payers alike. We believe innovation and empathy go hand in hand, and by combining cutting-edge AI tools with a relentless focus on human care, we can transform heart health at scale.
Обязанности
- We're looking for a Team Lead, Care Management to help build and scale Chamber's cross-functional care team — Community Health Workers, Medical Assistants, Pharmacy Technicians, and RNs — the operational engine behind our payor and network contracts, driving member outreach, post-hospital follow-up, medication management support, and care coordination.
- As a hands-on manager, you'll own daily operations: huddles, timecards, call quality, performance, staffing, and work assignments. You're the operational backbone the team runs on, partnering closely with leadership as programs and workflows evolve — and evolving right along with them.
- You'll work cross-functionally with Clinical, Care Operations, and Product to keep execution aligned with strategy and report to the Associate Director, Care Managment.
Требования
- 3+ years of experience supervising predominantly remote frontline teams in healthcare operations, care management, or care coordination.
- Direct experience managing outbound member/patient outreach teams — you understand contact rates, call quality, and the daily reality of high-volume outreach.
- Experience with timecard management, attendance tracking, and performance coaching for teams of 6+ workers.
- Proficiency with CRM and care management platforms (HubSpot, Salesforce, EHR systems, or similar).
- Strong written and verbal communication skills. Ability to deliver direct, constructive feedback.
- HIPAA knowledge and comfort handling protected health information.
- Must be comfortable operating in ambiguity, adapting quickly as programs evolve, and building in motion.
Будет плюсом
- Prior experience building or scaling teams in a startup or high-growth environment is strongly preferred.
- Experience managing frontline staff contracted through a staffing agency.
- Experience in value-based care, managed care, or population health settings.
- Background as a Community Health Worker, Medical Assistant, or LPN who moved into a supervisory role and has firsthand experience with the work the team performs.
- Experience with Community Health Worker programs, CHW supervision best practices (motivational interviewing awareness, supportive supervision models).
- Experience with cardiology, cardiovascular care coordination, or chronic disease management is a plus
- Bilingual (English/Spanish) is a plus given member demographics.
Условия
- This is a remote role, but you must be based in the United States and have the ability to work ET/CT Timezone. Periodic travel to practice sites or Chamber offices may be required.
Другое
- Facilitate team huddles to prioritize daily tasks, surface blockers, confirm assignments, and recognize wins.
- Monitor real-time task queues across our operational platforms to ensure work is being distributed appropriately and no tasks age past SLAs.
- Serve as first point of contact for staff questions, workflow or assignment issues, and coverage gaps. Reassign work when a team member is absent or overloaded.
- Oversee the patient voicemail inbox and escalate issues when appropriate.
- Ensure all staff members complete same-day documentation for billable activities.
- Conduct weekly 1:1 meetings with team members — review workload, call quality, documentation accuracy, and development needs. Deliver specific, actionable feedback during 1:1s.
- Identify training gaps and deliver or coordinate targeted coaching (documentation standards, call handling, program-specific protocols).
- Track individual attendance, punctuality, and schedule adherence, and address patterns early through direct conversation.
- Coordinate with the contract agency account manager, as applicable, on staffing issues, formal performance concerns, onboarding of new workers, and SOW compliance.
- Monitor 5-10 recorded calls per month across team members for quality assurance
- Prepare a weekly performance summary for the Associate Director, including KPIs, quality metrics, staffing status, and escalations.
- Identify operational bottlenecks (low contact rates, documentation deficiencies, workflow inefficiencies) and recommend specific, implementable solutions.
- Support contact rate optimization initiatives, monitor call window adherence and track contact rate improvements.
- Reconcile contract agency (if applicable) invoices against timecard records. Flag any discrepancies before payment authorization.
- Maintain team roster, coverage matrix, and scheduling documents. Ensure weekend and evening coverage is planned.
- Onboard key Care Team roles to ensure the team has the right structure, capacity, and work assignment management.
- Own the team’s performance against expectations.
- Own the call quality scorecard and address any barriers identified through quality monitoring.
- Identify and implement at least one operational improvement, such as call scheduling, task routing, or documentation flow, with measurable results.
- Low Ego: We stay grounded, curious, and open to feedback.
- Empathy: We build trust through compassion and thoughtful communication.
- Courage: We take action, think critically, and challenge ideas respectfully.
- Ownership: We follow through with integrity and hold ourselves to high standards.
- Grit: We push through ambiguity, move with urgency, and solve problems with horsepower and heart.