ECM Supervisor

Bayview Hunters Point Foundation for Community Imp•San Francisco, CA

About The Position

The ECM Supervisor is a leadership-level role responsible for guiding and supporting the Enhanced Care Management team at Bayview Hunters Point Foundation. This position provides supervision, coaching, training support, and workflow coordination to Lead Care Managers and Outreach Workers while maintaining a small caseload to model best practices. The ECM Supervisor assists the ECM Director with referral management, documentation quality, operational improvements, and overall team support. This role helps ensure the delivery of trauma-informed, culturally responsive, and person-centered services, and supports effective collaboration with healthcare and community partners.

Requirements

Bachelor’s degree in social work, psychology, public health, human services, or a related field, or an equivalent combination of education and relevant experience.
Two or more years of experience providing case management, care coordination, outreach, or direct services in community based, behavioral health, medical, or social service settings.
One year of supervisory or lead experience supporting staff, interns, or volunteers in a human services or healthcare environment.
Experience working with individuals experiencing homelessness, behavioral health conditions, chronic medical conditions, or substance use needs.
Strong understanding of trauma informed care, harm reduction, motivational interviewing, and person-centered practices.
Proficiency in electronic documentation systems and ability to learn Apricot 360 and other required platforms.
Excellent written and verbal communication skills and strong organizational and time management abilities.
Ability to meet all background check, Live Scan, training, and compliance requirements set by BVHPF, DHCS, and Managed Care Plans.
A valid California driver’s license, reliable vehicle, and proof of auto insurance.
Live Scan fingerprinting and TB clearance as well as any other medical vaccinations may be required.
As part of our commitment to maintaining a secure environment, all candidates selected for this position will be subject to a comprehensive background check clearance. This clearance is a standard part of our employment process and is conducted in accordance with applicable laws and regulations.

Nice To Haves

Master’s degree in social work, counseling, public health, or a related field.
Prior experience in Enhanced Care Management, Whole Person Care, managed care settings, or Medi Cal based programs.
Experience supervising Lead Care Managers, Case Managers, or Outreach Workers in a social service or healthcare environment.
Knowledge of Medi Cal billing, coding, and documentation standards.
Familiarity with electronic care coordination systems such as Apricot 360, Epic, Clarity, HMIS, or other similar databases.
Strong understanding of social determinants of health and community resources in San Francisco.
Bilingual or multilingual skills in commonly spoken Bay Area languages.
Experience conducting audits, quality reviews, or leading CQI activities.
Ability to manage multiple deadlines, prioritize competing tasks, and support staff in a fast paced environment.

Responsibilities

Provide day to day leadership, guidance, and support to Lead Care Managers (LCMs) and Outreach Workers to ensure high quality, person centered service delivery.
Oversee team activities, engagement efforts, and documentation to ensure alignment with MCP, DHCS, and BVHPF expectations.
Conduct weekly checks of teams case notes, assessments, and care plans, and provide timely documented feedback to improve documentation quality and care coordination practices.
Support staff development through coaching, training, shadowing, and ongoing skill building opportunities.
Maintain a small caseload to model best practices and remain aligned with ECM service requirements.
Review incoming referrals and assist with assigning cases to LCMs and Outreach Workers to ensure timely outreach and follow up when the ECM Director is unavailable.
Provide support for complex cases, crisis situations, and care transitions that require supervisor level involvement.
Monitor team productivity, caseload distribution, engagement timelines, and key service delivery benchmarks.
Participate in internal audits and quality reviews.
Track member engagement, care plan progress, and service outcomes to identify trends and opportunities for improvement.
Collaborate with the ECM Director to refine workflows, improve processes, and ensure program compliance with all contractual and regulatory requirements.
Ensure that any new workflows, forms, templates, or documentation changes receive approval from the Compliance Department before implementation.
Ensure ECM team practices consistently reflect trauma informed, culturally responsive, and equity centered approaches.
Support the LCM and Outreach Staff when assistance is needed in identifying and addressing social determinants of health (SDOH) using approved screening tools. Support the ECM Director in reviewing screenings for accuracy and appropriateness and ensure care plans include primary goals that address medical, mental health, substance use, or oral health needs.
Review LCM and Outreach Staff’s Apricot360 documentation, including encounters, assessments, tasks, and care plans, to verify accuracy, consistency, and timely follow up, ensure all required timelines are met, and confirm that billing codes are selected appropriately based on the documentation provided.
Review staff assignments and caseloads to identify workflow needs and areas requiring additional support.
Run Apricot reports to monitor documentation quality, engagement timelines, and care plan progress, using data to guide coaching and operational improvements.
Work with the ECM Director to ensure care plans reflect member goals, needs, risks, and SDOH priorities, and that all services meet HIPAA, DHCS, MCP, and BVHPF standards.
Participate in leadership meetings, interdisciplinary meetings, case conferences, and MCP meetings as assigned by the ECM Director, providing supervision support and program representation as needed.
Assist in maintaining and strengthening collaborative relationships with healthcare providers, behavioral health agencies, hospitals, shelters, justice involved partners, and community based organizations.
Support the ECM Director in training new ECM staff and reinforcing program expectations.
Identify staff performance issues, provide coaching and written feedback, and work with the ECM Director to implement performance reviews, corrective action plans, and disciplinary measures in alignment with BVHPF policies.
Provide in field coaching, crisis support, and real time operational guidance to staff as needed.
Travel throughout San Francisco to support field based staff, engage with members, attend community meetings, and strengthen partner collaborations.
Perform other related duties as assigned, including responsibilities that may not be specifically listed here, as required to meet program, contractual, or organizational needs.