Manager, Care Team Operations

Heritage Health Network•Riverside, CA

8d•Hybrid

About The Position

Heritage Health Network (HHN) is seeking a Manager, Care Team Operations to lead and optimize care delivery for our Enhanced Care Management (ECM) program. This role is responsible for driving team performance, operational efficiency, and high-quality member care by leading a team of 10–15 Lead Care Managers (LCMs) and collaborating cross-functionally with clinical, operational, and administrative partners. It is primarily a remote role (approximately 85%) with occasional in-field and in-office responsibilities as needed. HHN is a mission-driven organization dedicated to delivering high-touch, coordinated care to high-need populations. This role offers the opportunity to lead impactful teams, drive operational excellence, and improve outcomes for underserved communities.

Requirements

3+ years in healthcare operations, care management, or case coordination
At least 1 year of people leadership or team supervision
Strong leadership, coaching, and team development capabilities
Experience managing care management workflows, caseloads, and team productivity
Data-driven mindset with ability to interpret KPIs and dashboards
Excellent communication and cross-functional collaboration skills
Ability to operate in a fast-paced, evolving environment and drive structure within ambiguity
Proficiency with eClinicalWorks, Power BI, Microsoft Office, and Google Workspace
Active clinical license (LVN, RN, LCSW) OR equivalent LCM experience

Nice To Haves

2–3 years as a Lead Care Manager (LCM) or equivalent role strongly preferred
Experience in ECM, CalAIM, or value-based care environments preferred
Bachelor’s degree (Healthcare Administration, Social Work, Nursing, or related field)

Responsibilities

Supervise, coach, and develop a team of Lead Care Managers (LCMs)
Conduct regular 1:1s, performance reviews, and training sessions
Support onboarding and ongoing staff development
Address performance concerns and implement improvement plans
Oversee daily workflows, caseload distribution, and scheduling
Ensure timely member outreach, engagement, and care plan completion
Maintain high standards of operational execution across the team
Own and drive team performance against key KPIs (engagement, timeliness, care plan completion)
Track, analyze, and report on team metrics using tools like Power BI
Use data to guide decision-making and improve outcomes
Partner with clinical teams, Member Engagement, Quality, Billing, and Operations
Resolve escalated member or team issues
Support initiatives that improve care coordination and member outcomes
Support workflow enhancements and operational initiatives
Ensure compliance with clinical, regulatory, and company standards
Maintain accurate and timely documentation in eClinicalWorks