Care Ally Program Manager

At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.

With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

The Care Ally Program Manager is responsible for overseeing the performance, implementation, and optimization of the Care Ally program across assigned clinics. This role partners closely with Clinic Managers, providers, and care management leadership to drive program outcomes, improve workflows, monitor performance metrics, and support operational excellence.

The Program Manager serves as the subject matter expert for Care Ally workflows and care coordination processes, providing coaching, guidance, and support to Care Allies and clinic teams. This position does not have direct supervisory responsibility but plays a key role in influencing program success through collaboration, performance oversight, training, and continuous improvement initiatives.

Essential Duties and Responsibilities

Recruitment & Onboarding Support

• Participate in candidate selection activities, including second-round interviews for Care Ally positions.
• Maintain and update Care Ally directories and staffing records.
• Coordinate onboarding activities for new Care Allies, including orientation and preceptor assignments.
• Ensure timely access to required systems, tools, and applications, including BambooHR, PointClickCare, Teams, Outlook groups, Lyft, and SNF Post-Acute Link.
• Support training and competency development for Care Allies.

Program Operations & Performance Management

• Monitor and manage operational processes related to risk-tier changes and patient attribution updates.

• Review in-basket messages to identify missing Transitional Care Management (TCM) documentation and follow up as needed.

• Provide hospital discharge lists obtained through external payer and hospital portals.

• Identify and communicate opportunities for intervention among high-risk and high-cost patient populations.

• Review Care Ally dashboards and performance reports daily.

• Monitor and drive program performance related to:

• Panel management

• Patient outreach and scheduling

• Admissions and readmissions

• Transitional Care Management activities

• Care management productivity metrics

• Analyze performance trends and partner with clinic leadership on action plans to improve outcomes.

Clinic Partnership & Program Support

• Serve as the primary operational resource for Clinic Managers regarding Care Ally program performance and workflows.
• Coach and support Care Allies on workflow adherence, documentation requirements, and best practices.
• Provide guidance on patient care coordination processes and escalation pathways.
• Facilitate communication between clinics, care management teams, and operational leadership.
• Conduct site visits and program check-ins to assess workflow effectiveness and identify improvement opportunities.
• Support pilot programs, new initiatives, and process implementations.
• Assist with capacity planning and resource allocation recommendations.
• Coordinate coverage strategies during staffing shortages or absences in collaboration with Clinic Managers.

Quality, Compliance & Process Improvement

• Review Care Ally documentation for adherence to care management standards, quality requirements, and organizational policies.
• Monitor consistency of outreach efforts, panel management activities, and care coordination practices.
• Identify gaps in performance and develop recommendations for improvement.
• Design, implement, and maintain workflows, standard operating procedures (SOPs), tools, and training resources.
• Support quality improvement initiatives that enhance patient outcomes and program effectiveness.
• Ensure regulatory and organizational compliance within Care Ally program operations.

Qualifications

Education

• Bachelor's degree in Healthcare Administration, Nursing, or Business Administration

Experience

• 3-5 years of experience in care management, population health, healthcare operations, quality improvement, or program management.
• Experience working with ambulatory care, value-based care, or care coordination programs preferred.
• Experience analyzing operational metrics and driving process improvements.

If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.

The compensation for this role includes a base pay range of 99K-149K, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.