Supervisor, Care Management

SCAN Health Plan • Long Beach, CA

6d • Remote

About The Position

The Supervisor, Care Management oversees the day-to-day operations and outcomes of a multidisciplinary care management team serving SCAN’s most complex members. The role sets daily priorities for telephonic and field staff and ensures the team follows regulatory requirements, clinical standards, and internal policies and procedures. The team supports members’ care management needs, helps them navigate the healthcare system, and responds to and resolves escalated issues. The position also implements and oversees chronic disease management programs.

The supervisor provides operational oversight, performance support, staff coaching and education, and subject matter expertise regarding benefits and programs. The role addresses complex psychosocial and access issues, maintains accurate and current policies and training materials, and supports quality care and regulatory compliance. The position is mostly remote, works Pacific Time Zone business hours, and may require monthly travel to SCAN headquarters 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 written and verbal communication skills.
• Strong organizational and critical-thinking skills.
• Ability to collaborate effectively within a multidisciplinary team 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 day-to-day operations, productivity, and quality of a multidisciplinary team to support department goals and objectives.
• Monitor team performance and compliance with regulatory requirements, clinical standards, internal policies, scope of practice, and licensure requirements through oversight of reports and audits.
• Provide ongoing performance updates and support through regular one-on-one meetings and ad hoc consultations.
• Serve as a subject matter expert for staff, members, providers, and internal and external departments on administration and interpretation of benefits and programs.
• Troubleshoot complex psychosocial and escalated access issues for dually enrolled Medicare/Medi-Cal beneficiaries and other SCAN members.
• Ensure policies, 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 team members in working with members, providers, vendors, and other departments.
• Facilitate team meetings, maintain accurate documentation, and lead special projects while balancing competing priorities.
• Use advanced motivational interviewing to understand and address member concerns and de-escalate situations to minimize conflict and avoid grievances.
• Demonstrate professionalism and empathy and de-escalate tense situations involving staff, members, provider partners, and other departments.
• Coach and educate telephonic and field-based staff, and develop leadership development plans for staff with growth potential.
• Develop performance improvement plans and implement corrective action measures as needed.
• Maintain proficiency in job-related software applications, 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