Care Coordination Operations Manager

HEALTHIERHERE • Seattle, WA

2d • $100,000 - $120,000 • Hybrid

About The Position

The HealthierHere Community Hub is a community-centered entity that centralizes referrals from across King County to connect people to health-related social needs services and benefits. The Hub brings together community-based, behavioral health, and healthcare organizations to provide culturally responsive care coordination support for community members. The Hub’s benefits and services are free for everyone. Reporting to the Director of Program Operations, the Care Coordination Operations Manager leads the operational management of the HealthierHere Community Hub, with primary accountability for the performance, scalability, and continuous improvement of the Hub’s workflows and service lines. The role owns the development and maintenance of Community Hub policies and procedures; designs and updates workflows for Community-Based Care Coordination (CBCC), health-related social needs (HRSNs), care transitions, care management, and other service lines; and ensures those workflows are accurately configured and functioning effectively in the Hub’s client management system, Connect2 Coordinator. Working across teams, the Care Coordination Operations Manager coordinates the successful onboarding and offboarding of Community-Based Workers (CBWs) and supervisors, and translates special projects, grants, and new program requirements into sustainable Community Hub operations. This role independently sets operational priorities, identifies and resolves complex workflow issues, guides cross-functional implementation, and recommends improvements that strengthen service quality, compliance, and performance. As the team grows, the manager will assume direct supervision of up to two employees, with responsibility for setting expectations, providing ongoing coaching and performance feedback, supporting professional development, and fostering an equitable and accountable team culture. Success requires an experienced, confident self-starter who exercises sound judgment, manages multiple priorities, quickly synthesizes complex information, maintains strong attention to detail, and readily adapts to new technology systems.

Requirements

• 5+ years of experience within community health, public health, and/or other related fields, with 2 years in program management.
• A bachelors degree in business/health administration, community/public health, or social service fields. An equivalent combination of education and relevant professional experience may be considered in lieu of the degree requirement.
• Experience designing clinical or community based organization program workflows.
• Problem-solving and troubleshooting, excellent writing and communication skills.
• Strong organizational and interpersonal skills, time management, attention to detail, and follow through.
• Experience using Microsoft Office, Word, Excel, SharePoint, PowerPoint, and other relevant computer programs to develop materials, monitor and communicate progress.
• Experience supervising, coaching, and developing staff in a multidisciplinary environment.
• Demonstrated ability to build, and maintain, trusted relationships with communities served by HealthierHere’s programs and initiatives.

Nice To Haves

• Experience with Connect2 Coordinator, GetCare, or ProviderOne
• Spanish language proficiency

Responsibilities

• Manage the HealthierHere Community Hub to ensure effective delivery of Community-based Care Coordination (CBCC) services to enrolled clients.
• Build, update and maintain workflows for the standard CBCC service, transitions of care, care management, Health Related Social Needs (HRSNs) and other service lines.
• Collaborate with HealthierHere’s Connect2 Technology team to build workflows for all HealthierHere Community Hub Service lines in the Connect2 Coordinator (C2C) client management system.
• Collaborate with HealthierHere’s Strategic Initiatives team to ensure that all C2C workflows capture meaningful information and tie to the key metrics and KPIs of each service line.
• Lead the development of new workflows and tools (including assessments) in Connect2 Coordinator to drive improvements and stay in compliance with funder requirements.
• Lead the HealthierHere Community Hub team’s response to Connect2 Coordinator system updates and quarterly releases
• Develop, maintain and update HealthierHere Community Hub Policies and Procedures
• Create and maintain Standard Operating Procedures (SOPs) for the Community Hub’s Care Coordination processes and internal workflows.
• Collaborate closely with the Client Referral and Resource Manager to ensure high quality day-to-day operations of the HealthierHere Community Hub.
• Respond to client phone calls on a rotating basis, serving as the first point of contact for clients calling the Community Hub directly.
• Maintain the HealthierHere Community Hub roster to track partner agencies, staff roles and contact information, track CBW turnover and rolling FTE counts.
• Manage and troubleshoot client and CBW complaints and grievances.
• Provide guidance to CBWs when navigating challenging client situations.
• Lead special and ad-hoc projects for the Community Hub, like the operationalization of grants and other funding opportunities.
• Work with funders to ensure that the program is meeting the defined scope of work
• Supervise, coach, and develop a team of staff, fostering a culture of accountability, collaboration, learning, and continuous improvement.
• Support onboarding, performance management, and professional development activities for direct reports.
• Ensure appropriate staffing coverage and operational continuity across function
• Collaborate and communicate regularly and effectively with the Network Managers, who serve as the contract monitors, liaisons and primary points of contact for Hub Case Management partners.
• Perform deeper analysis of performance trends, including ad-hoc audits of Connect2 Coordinator documentation to get ahead of emerging issues.
• Support the Network Managers in their 1:1 meetings with Case Management partners, when operations expertise is needed.
• Maintain feedback and accountability loops with the Network Managers, Case Management partners and the broader community.
• Communicate and collaborate with the Workforce Development Manager to ensure that all Case Management partner program staff receive the requisite training during onboarding and to meet ongoing needs.
• Work collaboratively with the Strategic Initiatives team to analyze client level data and develop real time dashboards, ensuring accuracy and needs of the program and partners are met.
• Review monthly and quarterly performance dashboards with the Network Managers, Strategic Initiatives, and HealthierHere leadership.

Benefits

• 100% coverage of employee premiums for select medical, dental, and vision plans
• Up to 6% match on your 403(b)-retirement plan
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Group and voluntary life insurance
• Short-term and long-term disability coverage
• Generous paid time off, up to 13 paid holidays, sick leave, and mental health days
• A wellness benefit to support your personal well-being journey
• Professional development allowance to invest in your growth

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree