Community Health Worker (CHW) Supervisor

Community Care of North Carolina Inc•Garner, NC

2d•Hybrid

About The Position

The Community Health Worker (CHW) Supervisor will provide supervision to non-clinical Community Health Workers to ensure that staff are meeting expectations and standards while supporting community-based outreach, care coordination, and health education efforts. This role combines direct community engagement with team leadership, program coordination, and individualized quality oversight to include coaching CHWs to deliver consistent, high-quality service and while fostering a collaborative team environment and measurable community impact reflected by metrics. The CHW Supervisor position is a non-clinician role that works in collaboration with the Director of Health Equity and Community Engagement to establish partnerships with CCPN practices and community- based organizations to assure member outreach and engagement is occurring in alignment with CCNC goals and objectives. The CHW Supervisor will be responsible for working with the Director of Health Equity and Community Engagement to monitor performance metrics, ensure completion of community events and required 2-way outreach, field observations and performance evaluations are completed by the team. The CHW Supervisor will be responsible for helping to implement CHW programs and systems to ensure that CHW team has access to resource information, process workflows and training. The CHW Supervisor will also be responsible for maintaining individual assigned performance metrics for community engagement and direct member outreach targets within their geography. They will work directly with members in improving their ability to improve their health outcomes by going to members in their communities and meeting them where they are mentally and socially.

Requirements

High school diploma or GED required
Minimum 5 years of experience as a Community Health Worker or experience in a human services or health care setting with demonstrated knowledge of or ability to work and/or within a targeted community
Maintain a valid driver’s license with current auto liability insurance

Nice To Haves

Associate or bachelor’s degree in public health, social work, or related field preferred
Bilingual preferred
At least 3 years of leadership, supervisory, or team coordination experience is preferred.
NC CHW Certification preferred but not required.
Community health principles and social determinants of health
Experience working in patient and clinical data systems
Knowledge of geographical community resources
Knowledge of state and federal benefits system
Sensitivity to diversity of cultures, language barriers, health literacy and educational levels
Knowledge of medical terminology
Cultural humility and community trust-building
Computer skills and experience to include MS Office software preferred
Organizational and time management skills
Community trust-building and culturally responsive communication
Proficient Motivational interviewing, teach-back method, and patient engagement techniques
Ability to adapt to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives
Ability to shift strategies based on situational needs
Ability to build rapport across diverse populations
Ability to manage multiple priorities effectively

Responsibilities

Assist with development and implementation of the new workflows, processes, and programs as necessary to ensure CHW activities align with program goals and timelines contribute to the success of the organization
Assist with facilitating monthly communication to CCPN Practices and PRRs
Plan and coordinate outreach activities and community initiatives
Support recruitment, selection, onboarding, and retention efforts
Assist in onboarding new CHWs and be available to answer questions
Assist in ongoing training in CHW core competencies (communication, documentation, cultural humility, soft skills, etc.)
Ensure staff meet monthly productivity and role expectations
Perform chart audits and documentation for accuracy, completeness, and timeliness
Monitor service quality and client satisfaction surveys
Adhere to CCNC Privacy and Security policies to ensure that patient and company data is properly safeguarded.
Completing the Semi-Annual User Access review and compliance
Abide by department guidelines, company policies, and HIPAA regulations.
Ensure staff adherence to organizational policies, procedures, and business processes
Maintain team accountability for meeting deadlines, targets, and program goals
Attend Departmental and corporate meetings, local and regional training, or other events as required
Track key performance indicators (KPIs) such as member engagement, outcomes, and service utilization
Prepare reports for leadership, and partners
Use data to inform improvements and decision-making
Build and maintain relationships with healthcare providers, social service agencies, and community organizations
Represent the organization at meetings, events, and coalitions
Support referral network development
Maintain a small caseload or step in during high-demand periods
Travel using personal vehicles will be required within the region and/or the State
Support CHWs in the field when necessary
Provide education/training and answer questions from new CHW team members.
Assist with development and implementation of the new workflows, processes, and programs as necessary to contribute to the success of the organization.
Assist with Practice and Provider meetings, education and support as directed by the Director and Health Equity SME.
Perform all other duties as requested.
Receive and document all referrals from various sources into the Care Management documentation platform.
Verify eligibility and demographic information.
Assist with administrative duties to the member as necessary.
Provide information for access and coordination of resources.
Assist member with care coordination and health care system navigation.
Advocate for members.
Access multiple EHR’s to obtain and upload into the care management platform.
Access to Hospital/Data or Electronic Medical Record system will be required, as necessary.
Notify supervisor promptly of any issues with carrying out any duties assigned.
Perform other duties that assist in keeping the operations organized and functional.
Attend departmental and corporate meetings, local and regional training, or other events as required.
Collaborate with appropriate leadership and team members to address member complaints.
Understand, apply, and uphold CCNC goals, objectives, and standards
Provide direct supervision & conduct regular check-ins, field observations, and performance evaluations
Mentor and coach staff to support professional growth and performance improvement
Foster a positive, mission-driven, informed and collaborative team culture
Ensure transparency, consistency, and fairness in staff management practices
Facilitate team meetings and disseminate key organizational updates
Use Data to drive decisions and plan/implement performance improvement strategies related to CHWs.
Provide direct supervision to assigned Community Health Worker staff.
Ensure CHW new hires receive appropriate orientation and mentorship.
Collaborate on performance evaluations, completed in conjunction with Health Equity SME.
Maintain team accountability by empowering staff to work independently and as a team to meet company and departmental deadlines, objectives, and targets.
Provide conflict resolution with staff.
Ensure team member adherence to policies and procedures.
Disseminate communication and facilitate team meetings.
Approve time sheets, expense, mileage reimbursements, and other administrative duties as required.
Coordinate coverage when a team member is out of the office.
Maintain a cohesive, integrated, well informed, and educated team.
Provide effective leadership in staff management with respect to recruitment, selection, retention, training, evaluation, compensation, continued professional and educational development, and communication.
Assure staff are well trained in and maintain compliance with all organization and department goals, policies, procedures, and business processes.
Actively establish and promote a positive, diverse, and inclusive working environment that builds trust
Assure standards are transparent and applied consistently, impartially, and ethically over time and across all staff members.
Complete performance evaluations on direct report and set goals for performance and deadlines in line with organization goals and vision.
Utilize conflict resolution and problem-solving skills to manage issues in a timely manner.
Mentor and coach staff to facilitate growth for performance improvement.