Care Coordinator, Supervisor

Acentra Health, LLC•UNAVAILABLE, California

3d•Remote

About The Position

Acentra Health is seeking a Care Coordinator Supervisor to provide day-to-day leadership and oversight to Care Coordinators supporting members with transitions of care, provider connections, and access to fee-for-service (FFS) services. The role ensures timely member engagement, coordination of services by qualified providers, accurate documentation, and adherence to program requirements and quality standards. The Supervisor oversees workflows and team performance, manages workloads, provides coaching, handles escalated member and provider issues, and identifies ways to improve processes and service delivery. The work supports non-clinical care coordination, education, resource navigation, and barrier reduction; it does not involve clinical evaluation, diagnosis, or treatment. The role calls for an experienced care coordination or case management professional who can lead a remote team, manage competing priorities, interpret performance data, and foster accountability, collaboration, a strong member experience, and continuity of care. This is a fully remote position supporting Pacific Time Zone hours, with scheduling between 8:00 AM and 8:00 PM, Monday through Saturday. Bilingual candidates are preferred, including speakers of Spanish, Chinese, Russian, Farsi, and other languages. The position primarily involves desk work and extended computer use.

Requirements

Associate degree in a related human services, healthcare, social services, or behavioral health field, or equivalent experience in lieu of a degree; the posting specifies 6+ years of experience in lieu of a degree, including at least 5 years of relevant healthcare experience.
At least 4 years of experience in care coordination, case management, social work, community outreach, healthcare services, or a related field.
At least 2 years of supervisory, lead, or team leadership experience in a healthcare, human services, care coordination, or related environment.
Experience overseeing or supporting call center operations, including monitoring call volume, service levels, productivity, quality, and team performance.
Understanding of local, state, and Medicaid/Medi-Cal programs, services, and resources.
Demonstrated ability to monitor productivity, manage workloads, and meet established performance expectations.
Experience working with members or clients experiencing barriers to healthcare or social services.
Experience in a high-volume inbound and outbound call environment.
Demonstrated ability to manage escalations, resolve problems, and make sound decisions within established guidelines.
Strong understanding of confidentiality, ethical practice, HIPAA, and privacy requirements.
Ability to work independently and effectively lead a fully remote team.
Strong written and verbal communication skills.

Nice To Haves

Bachelor's degree.
Bilingual ability; preferred languages include Spanish, Chinese, Russian, Farsi, and other languages.

Responsibilities

Provide day-to-day supervision, leadership, and direction to Care Coordinators supporting member care coordination and FFS provider connections.
Assign and monitor workloads, caseloads, and daily priorities to support timely and effective service delivery.
Coach, mentor, and develop Care Coordinators to support performance, professional growth, and adherence to program expectations.
Monitor team productivity, quality, documentation, outreach, referral activity, and other performance metrics.
Conduct performance reviews, provide ongoing feedback, and address performance concerns with management and HR Business Partners as appropriate.
Oversee member transitions of care, provider referrals, initial appointments, follow-up visits, transportation, and other support services.
Support Care Coordinators in identifying appropriate FFS providers based on members’ needs, preferences, location, availability, and service requirements.
Serve as an escalation point for complex member, provider, service access, and care coordination issues.
Review escalated cases and guide staff on non-clinical resources, referrals, follow-up, and barrier resolution.
Collaborate with Provider Engagement Specialists and internal and external agencies to facilitate provider connections and timely service access.
Ensure accurate and timely documentation of member interactions, referrals, provider coordination, appointments, and follow-up in electronic systems.
Monitor documentation for completeness, accuracy, timeliness, and compliance with program and privacy requirements.
Identify trends, service gaps, workflow challenges, and barriers to member or provider access, and recommend solutions.
Develop and implement workflow improvements to increase efficiency, improve member experience, and support program performance.
Monitor staffing needs, coverage, schedules, and workload distribution to support business and program requirements.
Support onboarding and training of new Care Coordinators and provide ongoing education about processes, systems, resources, and program expectations.
Participate in quality improvement initiatives, operational and leadership meetings, and cross-functional workgroups.
Prepare and communicate team performance updates, operational concerns, trends, and recommendations to leadership.
Promote culturally responsive services and ensure staff respect diverse populations and community-specific needs.
Educate and coach staff on empowering members and families to navigate healthcare and community-based systems.
Maintain strong communication with assigned members, providers, internal teams, and interdisciplinary partners.
Ensure staff understand and follow corporate policies, including HIPAA and its Privacy and Security Rules.
Promote accountability, collaboration, continuous improvement, and exceptional member service.
Perform other duties and responsibilities assigned by management; the listed accountabilities may be expanded as needed.
Read, understand, and adhere to corporate policies, including those related to HIPAA and its Privacy and Security Rules.