ECM - ECM Supervisor (on-site)

San Diego Community Health Center•San Diego, CA

2d•$32 - $37•Onsite

About The Position

The ECM Supervisor is responsible for the day-to-day operations of the health center’s Enhanced Care Management (ECM) program, a Medi-Cal managed care benefit under CalAIM that provides intensive, whole-person care coordination to members with complex health and social needs. The position reports to the ECM Manager on program performance, directly supervises the ECM care team, manages caseload and outreach assignments, and serves as the primary operational contact for contracted Medi-Cal Managed Care Plans (MCPs). The supervisor is accountable for member outreach and engagement; timely completion of comprehensive assessments and individualized care plans; coordination among care teams; and accurate documentation supporting 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, as well as the ability to work effectively with members experiencing homelessness, serious mental illness, substance use disorder, and other complex conditions. The position supports the mission, vision, and values of SDCHC. The role includes supervising and developing staff; overseeing member assignments, outreach, eligibility, enrollment, care planning, transitional care, referrals, and other ECM services; coordinating with health center departments and community partners; maintaining a limited direct caseload as needed; and overseeing documentation, audits, reporting, compliance, and program performance. The position requires travel to community and field-based locations, including private residences, shelters, hospitals, and encampments, and the ability to work in unpredictable community environments and respond calmly to crises. The posting identifies the position as on-site.

Requirements

Bachelor’s degree in social work, public health, nursing, psychology, health administration, or a related field; four additional years of directly related experience may substitute for 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.
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.
Maintain current Basic Life Support (BLS) certification from the American Heart Association, American Red Cross, or an equivalent organization; certification must include an in-person, hands-on skills assessment, and online-only certifications are not accepted.
Consent to annual background checks as a condition of continued employment.
Comply with for-cause drug screening requirements when initiated by the organization.
Maintain required annual renewals, including professional licenses, certifications, physical examinations, TB testing, and mandatory regulatory trainings, as assigned by SDCHC.
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, and organizational skills, with attention to detail.
Ability to maintain confidentiality and meticulous records; effective interpersonal skills and ability to work with diverse individuals and establish cooperative working relationships.
Reliability and trustworthiness.
Proficiency in Microsoft Suite or related programs and ability to learn other organizational software systems.
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.
Ability to lift or move up to 25 pounds and 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 perform math, organize and prioritize workload, work effectively under stress, supervise, multitask, and understand and follow instructions.
Ability to proficiently read, write, speak, and understand English.
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.

Nice To Haves

Experience with eClinicalWorks or a comparable care management platform.
Experience serving a multicultural population.
FQHC experience.
Bilingual Spanish/English skills.
Preference is given to qualified American Indian/Alaskan Natives in accordance with the American Indian Preference Act.

Responsibilities

Supervise the day-to-day work of Lead Care Managers, ECM Care Coordinators, and Community Health Workers, including caseload assignments, 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, providing coaching and performance feedback as needed.
Ensure staff complete required training in CalAIM ECM requirements, trauma-informed care, motivational interviewing, cultural humility, and field-work safety protocols.
Escalate and support resolution of complex, high-acuity, or crisis member situations, including safety concerns during field visits.
Oversee receipt and processing of MCP member assignment files, authorizations, and referrals, ensuring assignment to a Lead Care Manager within contractual timeframes.
Monitor and ensure outreach and engagement attempts are documented to MCP and DHCS standards before an unreachable determination is made.
Verify eligibility for ECM Populations of Focus and ensure enrollment, reassignment, and disenrollment are processed accurately and timely.
Ensure comprehensive assessments, individualized care plans, and updates are completed within required timeframes and reflect member-identified goals.
Oversee delivery of ECM core services, including outreach and engagement, assessment and care management, enhanced coordination of care, 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 provide coverage, serve high-acuity members, and address staff vacancies.
Serve as the primary operational liaison to contracted Medi-Cal Managed Care Plans, attend 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 ECM in internal care team huddles, external partner meetings, and community collaboratives as assigned.
Ensure ECM services are documented in the Electronic Health Record in accordance with DHCS, MCP, and health center standards, including billing-supporting elements.
Routinely 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 enrollment, outreach, engagement, and encounter reports 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 follow-up, documentation timeliness, chart audits, supervision, and report deadlines.
Support SDCHC’s mission, vision, and values; provide excellent internal and external customer service and participate in ongoing customer service training.
Participate in quality improvement activities and implementation of organizational initiatives as directed by clinic leadership.
Follow safe-work practices, infection-prevention measures, privacy and security requirements, and applicable SDCHC policies; report unsafe conditions and unethical, fraudulent, or unlawful activity.
Perform other duties as assigned.
Be available for all shifts and, when required, work evenings and weekends.