ECM, Supervisor

Description

The ECM Supervisor is responsible for overseeing the daily operations, administration, and support of the Enhanced Care Management (ECM) team. This role provides leadership through staff training, mentoring, case consultation, and care coordination oversight to ensure the delivery of high-quality, patient-centered services. The ECM Supervisor promotes adherence to organizational policies, regulatory requirements, and documentation standards while supporting continuous quality improvement initiatives. Additionally, the position is responsible for monitoring workflow efficiency, ensuring accurate and timely documentation and billing submissions, maintaining data integrity, and fostering collaboration across interdisciplinary teams to improve health outcomes for ECM members.

Responsibilities 

• Supervises and leads ECM team members, providing guidance, training, performance management, and professional development.
• Manage day-to-day operations of ARC CM/ECM platform, ensuring system availability, security, and performance.
• Evaluated daily operational bottlenecks and made independent procedural decisions that increased overall department efficiency.
• Maintain ECM policies, procedures, and standards.
• Serve as the primary resource and subject matter expert for ECM operations, providing leadership and direction to care team staff. Coach and mentor team members on care coordination workflows, pre and post enrollment engagement documentation standards, and care planning requirements. Identify opportunities for process improvement, recommend best practices, and support staff in delivering high-quality, culturally responsive care that aligns with organizational goals and ECM program requirements.
• Oversee and ensure timely completion of all Managed Care Plan (MCP) required reporting and serve as the administrator for provider portal access, maintenance, and user management.
• Excellent communication and interpersonal skills to effectively collaborate with diverse stakeholders.
• Manage highly sensitive HR and executive information, ensuring data integrity and strict privacy compliance such as:

1. Reviewing and addressing employees and clients’ concerns that involve private information.
2. Deciding how to handle situations involving protected health information (PHI), personnel matters, or compliance issues.
3. Escalating issues when necessary while maintaining confidentiality.

• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
• Promote growth of team members in areas of patient-centered care, education, and cross-organizational care.
• Trains new team members and provides ongoing staff development instruction. 
• Conveys all questions and concerns of team regarding clients and plan of care to managers and clinical consultants. 
• Lead onboarding, orientation, and training of staff. 
• Assign incoming patient referrals and monitor volume of referrals assigned to staff. 
• Ensure employees have the needed tools and resources to achieve goals and ensure compliance. 
• Work closely with Regional Program Managers on day-to-day program operations. 
• Collaborate with Regional Program Managers on team productivity and outreach tracking. 

Job Requirements 

• Bachelor’s and/or master’s degree in a health-related field is preferred
• 2 + years of supervisor/leadership experience preferred
• Must have valid driver’s license with reliable vehicle and car insurance 
• Ability to travel up to 50% 

Benefits: 

As a firm passionate about health care, we’re deeply committed to the health and wellness of our own team members. We offer comprehensive, affordable insurance plans for our team and their families, and a host of other unique benefits, such as a yearly stipend for wellness-related activities and a paid parental leave program. You can learn more about our benefits offerings here: https://copehealthsolutions.com/careers/why-cope-health-solutions/. 

About COPE Health Solutions
COPE Health Solutions is a national tech-enabled services firm powering success for health plans and for providers in risk arrangements. Our comprehensive NCQA certified population health management platform and highly experienced team brings deep expertise, experience, proven tools, and processes to improve financial performance and quality outcomes for all types of payers and providers. CHS de-risks the roadmap to advanced value-based payment and improves quality and financial performance for providers, health plans and self-insured employers. For more information, visit CopeHealthSolutions.com. 

To Apply: 

https://copehealthsolutions.com/careers/open-positions/.