ECM - ECM Supervisor (on-site)

San Diego Community Health Center•San Diego, CA

1d•Onsite

About The Position

The Enhanced Care Management (ECM) Supervisor oversees the day-to-day operations of the health center’s ECM program, a Medi-Cal managed care benefit under CalAIM that provides intensive, whole-person care coordination for members with complex health and social needs. The position reports to the ECM Manager on program performance, directly supervises the ECM care team, manages caseloads and outreach assignments, and serves as the primary operational contact for contracted Medi-Cal Managed Care Plans (MCPs). The supervisor is accountable for outreach and member engagement, timely completion of comprehensive assessments and individualized care plans, care team coordination, and accurate documentation that supports MCP billing and reporting. The role ensures compliance with DHCS ECM Policy Guide requirements, MCP contract terms, HRSA program requirements, HIPAA, and 42 CFR Part 2, and supports UDS, HEDIS, and PCMH reporting. It requires strong supervisory, care coordination, organizational, and data management skills; the ability to work effectively with members experiencing homelessness, serious mental illness, substance use disorder, and other complex conditions; and commitment to SDCHC’s mission, vision, and values. The role includes supervising, developing, and evaluating staff; overseeing ECM enrollment, outreach, assessments, care plans, care transitions, referrals, and service delivery; coordinating with health center departments and community partners; and ensuring documentation, audits, reporting, and compliance obligations are met. The supervisor may maintain a limited direct caseload to support coverage, high-acuity members, and staff vacancies. The position requires travel to community and field-based locations, including private residences, shelters, hospitals, and encampments, and the ability to work in unpredictable environments and respond calmly to crises. The position may require availability for all shifts and, when required, evenings and weekends.

Requirements

Bachelor’s degree in social work, public health, nursing, psychology, health administration, or a related field, or four additional years of directly related experience in place of the degree.
At least 3 years of case management, care coordination, or care management experience in a health care, behavioral health, or community-based setting.
At least 1 year of supervisory, lead, or program coordination experience.
Working knowledge of Medi-Cal, CalAIM Enhanced Care Management, and ECM Populations of Focus.
Experience serving people with complex medical, behavioral health, substance use, or social needs, including people experiencing homelessness.
Demonstrated proficiency documenting in an Electronic Health Record or care management platform.
Valid California driver’s license, proof of insurance, and reliable transportation; the role requires travel to community and field-based locations.
Current Basic Life Support (BLS) certification from the American Heart Association, American Red Cross, or an equivalent organization, including an in-person, hands-on skills assessment; online-only certifications are not accepted.
Consent to annual background checks as a condition of continued employment.
Compliance with drug-screening requirements when initiated by the organization for cause.
Maintain current required professional licenses, certifications, physical examinations, TB testing, and mandatory regulatory training as assigned.
Maintain a valid California driver’s license, acceptable driving record, and current automobile insurance; consent to periodic DMV record checks.
Excellent oral and written communication, time management, organizational, and detail-oriented skills.
Ability to maintain confidentiality and meticulous records and to establish cooperative working relationships with diverse individuals.
Ability to lead, train, and motivate a multidisciplinary care team.
Working knowledge of trauma-informed care, motivational interviewing, harm reduction, and cultural humility principles.
Ability to interpret payer contract requirements and translate them into staff-level workflows.
Ability to analyze program data, identify trends, and implement corrective action.
Ability to exercise sound independent judgment in crisis and high-risk member situations.
Demonstrated proficiency in Microsoft Suite or related programs and ability to learn other organizational software systems.
Ability to read, write, speak, and understand English proficiently.
Ability to lift or move up to 25 pounds; move from place to place; sit at a desk and work on a computer for prolonged periods; and stand, bend, and reach for prolonged periods.
Ability to do math, organize and prioritize workload, work effectively and efficiently under stress, supervise, multitask, and understand and follow instructions.
Ability to travel to community, field, and partner locations, including private residences, shelters, hospitals, and encampments, and work in unpredictable community environments while responding calmly to crisis situations.
Availability for all shifts and, when required, evenings and weekends.
Reliability, trustworthiness, effective interpersonal skills, and the ability to deal effectively with a diversity of individuals.

Nice To Haves

Experience with eClinicalWorks or a comparable care management platform.
Experience serving a multicultural population.
Federally Qualified Health Center (FQHC) experience.
Bilingual Spanish/English skills.
Preference is given to qualified American Indian/Alaskan Native applicants in accordance with the American Indian Preference Act.

Responsibilities

Supervise Lead Care Managers, ECM Care Coordinators, and Community Health Workers, including assigning caseloads, outreach lists, and field schedules.
Conduct individual supervision and team case conferences to review member progress, care plan barriers, high-risk situations, and closure decisions.
Recruit, onboard, train, and evaluate ECM staff in partnership with Human Resources; complete performance evaluations and initiate corrective action when warranted.
Monitor staff caseload capacity, productivity, and documentation timeliness; provide coaching and performance feedback.
Ensure staff complete required training, including CalAIM ECM requirements, trauma-informed care, motivational interviewing, cultural humility, and field-work safety protocols.
Serve as the escalation point for complex, high-acuity, or crisis member situations, including field-visit safety concerns.
Oversee receipt and processing of MCP member assignment files, authorizations, and referrals; ensure members are assigned to a Lead Care Manager within contractual timeframes.
Monitor outreach and engagement and ensure documented attempts meet MCP and DHCS standards before determining a member is unreachable.
Verify eligibility for ECM Populations of Focus and ensure enrollment, reassignment, and disenrollment activity is processed accurately and on time.
Ensure comprehensive assessments, individualized care plans, and care plan updates are completed within required timeframes and reflect member-identified goals.
Oversee delivery of ECM service components, including outreach and engagement, assessment and care management, enhanced care coordination, health promotion, transitional care, member and family supports, and coordination of community and social supports.
Coordinate transitional care for members admitted to or discharged from hospitals, emergency departments, skilled nursing facilities, and institutional settings.
Facilitate referrals to Community Supports, behavioral health, substance use treatment, housing, food, transportation, and other social service resources.
Maintain a limited direct caseload as needed to support coverage, high-acuity members, and staff vacancies.
Serve as the primary operational liaison to contracted MCPs; participate in joint operations meetings and respond to plan inquiries, data requests, and corrective action requests.
Coordinate with primary care, behavioral health, dental, pharmacy, and enabling services staff to support integrated, whole-person care.
Build and maintain working relationships with hospitals, county agencies, tribal organizations, housing providers, and community-based organizations.
Represent the ECM program in internal care team huddles, external partner meetings, and community collaboratives as assigned.
Ensure ECM services are documented in the EHR in accordance with DHCS, MCP, and health center standards, including documentation required to support billing.
Audit member charts for completeness, timeliness, and accuracy of assessments, care plans, contact notes, and consents; provide corrective feedback to staff.
Prepare and submit required MCP and DHCS reports, including enrollment, outreach, engagement, and encounter data, within contractual deadlines.
Monitor program performance data, including engagement rates, assessment and care plan completion, transitional care follow-up, and caseload ratios, and report results to the Director and executive leadership.
Maintain compliance with HIPAA, 42 CFR Part 2, HRSA program requirements, and applicable federal, state, and county regulations governing care management and protected health information.
Maintain and operationalize ECM policies, procedures, workflows, and desk references established by the ECM Manager.
Support HRSA Operational Site Visits, Joint Commission surveys, MCP audits, and PCMH recognition activities.
Meet stated performance expectations for caseload ratios, outreach, assessments, care plans, transitional care follow-up, documentation timeliness, chart audits, supervision, and reporting.
Perform other duties as assigned.
Support SDCHC’s mission, vision, values, customer service standards, quality improvement activities, workplace safety practices, privacy, and compliance requirements.
Maintain required current certifications, renewals, examinations, testing, and regulatory training; comply with background-check, for-cause drug-screening, and driving-record requirements.