Department: Enhanced Care Management (ECM) OR California Integrated Care Management (CICM)
Reports To: Program Director
FLSA Status: Exempt
Location: Los Angeles/Hybrid
Pay Range: $70,304-$80,000
Position Summary
The Care Management Program Supervisor is responsible for the day-to-day oversight, coaching, and performance management of Care Management Care Coordinators delivering person-centered Care Management services to eligible Medi-Cal members with complex medical, behavioral health, and social needs. This role ensures that Care Management services are delivered in alignment with DHCS requirements, managed care plan contracts, and organizational standards. The Supervisor provides clinical-adjacent and operational guidance, supports staff in managing complex cases, monitors quality and compliance, and promotes best practices in engagement, care coordination, documentation, and outcomes.
Key Responsibilities
Staff Supervision & Development
- Supervise, coach, and support Care Managers to ensure high-quality, person-centered service delivery.
- Provide onboarding, training, and ongoing professional development related to Care Management program requirements, workflows, documentation standards, and engagement strategies.
- Conduct regular individual supervision, team meetings, and case conferences to review member progress, address barriers, and support complex case management.
- Complete 90-day, annual, and corrective performance evaluations; address performance concerns through coaching and performance improvement plans as needed.
- Review and approve staff timecards, paid time off requests, and schedules in alignment with program needs.
- Promote staff wellness, safety, and retention in a field-based, high-acuity work environment.
Program Oversight & Quality Assurance
- Ensure Care Managers are meeting DHCS and managed care plan requirements related to outreach, engagement, assessments, care planning, service coordination, and follow-up.
- Monitor caseloads, acuity levels, and workload distribution to ensure timely and appropriate service delivery.
- Review documentation for accuracy, timeliness, and compliance, including assessments, care plans, case notes, and service logs.
- Track and support compliance with required engagement, visit, and contact frequency benchmarks.
- Identify trends, gaps, or barriers in service delivery and collaborate with leadership to implement quality improvement strategies.
Care Coordination & Member Support (Escalated / Complex Cases)
- Provide guidance and consultation on high-acuity, complex, or high-risk member cases, including those involving homelessness, behavioral health needs, medical complexity, or system fragmentation.
- Support Care Managers in crisis response, safety planning, hospital discharge coordination, and transitions of care.
- Assist with problem-solving related to member engagement challenges, missed appointments, or difficulty accessing services.
- Model best practices in motivational interviewing, trauma-informed care, and culturally responsive service delivery.
Collaboration & Stakeholder Engagement
- Serve as a liaison between Care Managers, internal departments, managed care plans, healthcare providers, behavioral health partners, housing providers, and community-based organizations.
- Participate in interdisciplinary meetings, case reviews, and partner coordination meetings as needed.
- Support communication and coordination with health plans to address member needs, referrals, and program expectations.
Data, Reporting & Compliance
- Support accurate data tracking and reporting related to caseloads, engagement, outcomes, and service delivery.
- Ensure staff adherence to confidentiality, HIPAA, and organizational policies and procedures.
- Assist with audits, chart reviews, and monitoring activities conducted by internal teams or external entities.
Qualifications
Required
- Bachelor’s degree in Social Work, Psychology, Public Health, Human Services, Sociology, Gerontology, or a related field.
- Minimum of two (2) years of experience working with underserved populations, including individuals with complex medical, behavioral health, housing instability, or social needs.
- At least two (2) years of supervisory or lead experience in care coordination, case management, social services, or a related field.
- Experience working in community-based, field-oriented programs and collaborating with multidisciplinary teams.
- Knowledge of Medi-Cal, safety-net healthcare systems, and social service navigation.
Preferred
- Master’s degree in a related field.
- Experience supervising care management or similar Medicare/DSNP or Medi-Cal managed care programs.
- Bilingual and bicultural skills reflective of the communities served.
Skills & Competencies
- Strong leadership, coaching, and team development skills.
- Ability to support staff working with high-acuity and complex member needs.
- Knowledge of community resources, housing systems, behavioral health services, and care coordination best practices.
- Excellent written and verbal communication skills.
- Strong organizational skills and ability to manage competing priorities.
- Proficiency with electronic health records, data systems, and mobile work tools.
Work Environment
- Hybrid role with a combination of remote work, field-based activities, and in-person meetings.
- May include occasional joint field visits or community-based meetings to support staff and program needs.
- Reliable transportation required.
- Must be able to perform essential job functions such as lifting 5-10 pounds.
Job Acknowledgement
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor. Partners in Care Foundation reserves the right to alter the field work arrangement at any time with or without notice.