Manager, Care Management Operations
Washington, DCBusiness OperationsRemote5+ YOE
Summary
Manage and scale a remote care team of Community Health Workers executing member outreach, care plan enrollment, and SDOH screening. Build daily accountability structures, performance management systems, and deploy new care programs in a startup environment.
About the role
Key Responsibilities
Manage and Scale the Team
- Direct the day-to-day work of Chamber's care team, including task assignment, daily check-ins, output accountability, and performance management
- Manage schedules, PTO, makeup hours, and coverage planning for the team
- Own the operational relationship with Chamber's care team staffing partner, including sourcing requests, timecard review, and performance escalations
- Grow the care team as the organization scales; provide input on role design, staffing ratios, and capacity needs
- Hire, onboard, and train team members
- Adapt quickly as team composition, workflows, and program priorities shift
Performance Accountability
- Build and maintain the daily operating rhythm (team huddles, output check-ins, escalation pathways)
- Monitor team and member-level performance against contractual SLA requirements, program-specific targets, and productivity targets
- Audit for quality and identify patterns before they become problems
- Address performance issues quickly via direct performance conversations and escalations to the staffing partner
- Surface care team performance gaps and clinical observations to Care Ops leadership
Program Deployment and Operations
- Partner with Program Operations to provide input on workflow design, documentation standards, and AI-enabled care processes
- Partner with Program Operations to deploy new care programs with the care team, including pressure-testing workflows before launch, training staff on new protocols, and flagging operational gaps
- Partner cross-functionally to integrate workflows with product, data, and payer requirements
Requirements
- 5-8 years of experience, with at least 3 years directly managing remote or virtual frontline healthcare staff
- Demonstrated experience managing centralized or virtual care teams: CHWs, care coordinators, medical assistants, LPNs, RNs or similar frontline healthcare staff
- Comfortable managing staff who may have more clinical knowledge than you
- Familiarity with care management platforms, outreach tools, or call center environments (Dialpad, 8x8, Salesforce, Hubspot, or similar)
- Experience in value-based care, population health, care management, or managed care preferred
- Strong operator with a bias toward action, ownership, and continuous improvement
- Prior experience building or scaling teams in a startup or high-growth environment
- Comfortable operating in ambiguity, adapting quickly as programs evolve, and building in motion
- Passionate about improving outcomes for cardiology patients and providers
Nice-to-Haves
- Broader background in healthcare operations, care management, public health, or health administration
Skills
care management platformsDialpad8x8SalesforceHubspotperformance managementteam scalingremote team managementvalue-based carepopulation health