Manager, Care Coordination

The Manager, Care Coordination is responsible for providing operational leadership, coaching, and day-to-day management of the Care Coordination Department. Reporting directly to the Director of Care Coordination, this position oversees a multidisciplinary team of care coordination professionals and ensures the delivery of high-quality, patient-centered services across SSHCO partner organizations.

The Manager is responsible for staff supervision, workflow optimization, caseload management, quality improvement, performance management, policy implementation, and operational excellence. This role collaborates closely with internal leadership and partner organizations, to improve care coordination outcomes, enhance patient experience, and achieve organizational quality and value-based care goals. The Manager serves as a resource for staff while supporting strategic initiatives established by the Director of Care Coordination.

Essential Job Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership & Operations

• Manage the daily operations of the Care Coordination Department.
• Provide leadership, coaching, mentoring, and support to care coordination staff.
• Ensure appropriate staffing levels, workload distribution, and caseload management.
• Monitor productivity, quality metrics, documentation compliance, and performance indicators.
• Assist the Director of Care Coordination with implementation of departmental strategies and operational initiatives.
• Translate departmental strategy into daily operations by supporting supervisors and staff in achieving quality, productivity, engagement, and value-based performance goals.
• Promote collaboration across multidisciplinary teams to ensure seamless, coordinated care.
• Support implementation of value-based care initiatives and quality improvement projects.

Staff Management

• Supervise, coach, mentor, and evaluate care coordination staff.
• Conduct regular performance evaluations and provide ongoing coaching and feedback.
• Support employee engagement, professional development, and retention.
• Develop and implement onboarding and orientation programs for new employees.
• Identify educational needs and coordinate staff training.
• Utilize progressive discipline processes when appropriate.
• Foster a positive, collaborative, accountable, and high-performing team culture.

Clinical & Program Oversight

• Monitor clinical workflows and care coordination processes to improve patient outcomes.
• Develop interventions and programmatic initiatives that enhance care coordination services.
• Review documentation for quality, completeness, and compliance with organizational, regulatory, accreditation, and payer requirements.
• Conduct chart audits and provide education and corrective feedback as needed.
• Collaborate with providers and partner organizations to resolve operational barriers and improve patient care.
• Support readiness activities for audits, accreditation reviews, and regulatory compliance.

Quality Improvement

• Monitor departmental quality metrics and key performance indicators.
• Identify process improvement opportunities using data analysis and staff feedback.
• Assist with development, implementation, and evaluation of new workflows, policies, and procedures.
• Participate in departmental and organizational committees.
• Support continuous quality improvement initiatives aligned with organizational goals.

Other Duties

• Perform other duties as assigned.

Reporting Relationship

Reports To: Director of Care Coordination

Supervisory Responsibilities

This position directly supervises Care Coordination staff, which may include, but is not limited to:

• Nurse Care Coordinators
• Community Health Workers
• Social Workers
• Care Coordinators
• Care Coordination Supervisors
• Other care coordination personnel as assigned

Travel Requirements

This position requires regular local travel throughout the South Side of Chicago and surrounding service areas to support SSHCO's care coordination programs and partnerships. Travel may include visits to hospitals, health systems, Federally Qualified Health Centers (FQHCs), physician practices, managed care organizations, community-based organizations, and other partner or meeting locations as needed. Occasional travel outside of the primary service area may be required based on organizational priorities. A valid driver's license, reliable transportation, and proof of automobile insurance are required.

Work Schedule

This is a hybrid position requiring a minimum of three (3) days per week onsite. Remaining workdays may be remote based on organizational needs and approval from the Director of Care Coordination. Occasional evening and weekend work may be required to support organizational initiatives, community events, or operational priorities.