Supervisor, Care Management

SCAN Health Insurance • Long Beach, CA

7d • $80,300 - $130,000 • Remote

About The Position

The Supervisor, Care Management contributes to the care and well-being of SCAN’s most complex members and supports their ability to age in place by overseeing the day-to-day operations and outcomes of a multidisciplinary care management team. The supervisor sets daily priorities for telephonic and field staff and ensures the team follows regulatory requirements, clinical standards, and internal policies and procedures. This enables staff to address members’ care management needs, help them navigate the healthcare system, and respond to and resolve escalated issues with compassion and efficiency. The role also implements and oversees chronic disease management programs.

The supervisor serves as a subject matter expert for team members, members, providers, and internal and external departments. The role includes coaching and educating staff, maintaining accurate operational materials and documentation, monitoring performance and compliance, and managing staff matters such as hiring, performance reviews, and corrective action. The position is remote and works Pacific Time Zone business hours. Employees residing outside the local area are expected to travel to SCAN headquarters approximately once per month for in-person meetings, collaboration, training, and other business needs.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 2 years of experience working in managed care, a healthcare environment, or case management.
• Basic skills in developing others.
• Basic problem-solving skills.
• Good communication and interpersonal skills.
• Strong interpersonal skills, including excellent written and verbal communication skills.
• Strong organizational skills.
• Strong critical-thinking skills.
• Ability to collaborate effectively within a multidisciplinary team, both within SCAN and with provider partners.
• Ability to appropriately maintain confidentiality.
• Strong knowledge of medical terminology and abbreviations.
• Deep understanding of CMS and DHCS regulations, including Special Needs Plan requirements.
• Deep understanding of local community resources for seniors.

Nice To Haves

• Graduate or advanced degree, or equivalent experience.
• At least 2 years of experience working with seniors and working remotely.
• Spanish-speaking ability; bilingual ability is strongly preferred.

Responsibilities

• Supervise the day-to-day operations, productivity, and quality of a multidisciplinary team, ensuring alignment with and achievement of department goals and objectives.
• Monitor performance and compliance with regulatory requirements, clinical standards, internal policies, and procedures through frequent report oversight and auditing; maintain awareness of scope-of-practice and licensure requirements.
• Provide ongoing performance updates and support through regular one-on-one meetings and ad hoc consultations.
• Act as a subject matter expert on the interpretation and administration of benefits and programs, and troubleshoot complex psychosocial and escalated access issues for dually enrolled Medicare/Medi-Cal beneficiaries and other SCAN members.
• Ensure policies and procedures, desktop procedures, workflows, job aids, and training materials are current and accurately reflect processes and regulatory requirements.
• Use organizational, analytical, critical-thinking, and leadership skills to resolve issues and assist staff working with members, providers, vendors, and internal and external departments.
• Facilitate team meetings, maintain accurate documentation, and lead special projects while balancing competing priorities.
• Use motivational interviewing to understand and address member concerns and de-escalate situations to minimize conflict and avoid grievances; demonstrate professionalism and empathy in interactions with staff, members, provider partners, and other departments.
• Coach and educate telephonic and field-based staff; develop leadership development plans for staff with growth potential; create performance improvement plans and implement corrective action as needed.
• Maintain proficiency in software applications integral to the role, serve as the primary trainer, and recommend technology improvements to streamline workflows and processes.
• Adhere to quality, compliance, and regulatory standards.
• Manage staff, including hiring, performance reviews, and corrective action.
• Support the achievement of SCAN’s vision and goals.
• Perform other duties as assigned.

Benefits

• Annual employee bonus program.
• Robust wellness program.
• Generous paid time off.
• Eleven paid holidays per year, plus one floating holiday and one birthday holiday.
• 401(k) retirement savings plan with employer match and contribution.
• Employee recognition program.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager