Care Coordination Operations Manager

Job DetailsJob Location: HEALTHIERHERE - Seattle, WA 98199Position Type: Full TimeSalary Range: $100,000.00 - $120,000.00 Salary/yearPurpose, Vision, and Values Statement HealthierHere is a nonprofit collaborative that partners with organizations across sectors to advance health equity and improve the health and well-being of people in King County, WA. Guided by our mission, vision, and community’s voices, we work to connect and strengthen our health and social care systems by providing expertise, resources, and robust data and technology solutions. We don’t provide direct health care or social services to clients. Instead, we engage and support the organizations that do. Our partners include community-based organizations, Tribes, social service agencies, hospitals and health systems, community clinics, behavioral health organizations, government agencies, philanthropy, businesses, and more. HealthierHere serves as the Accountable Community of Health (ACH) for King County, part of a statewide effort to transform health and social care delivery. We operate under core values of equity, community, partnership, results, and innovation. We are dedicated to serving all people in our region, focusing on individuals and communities who experience the effects of inequity, racism and discrimination in our health and social systems. Through our shared efforts, we’re working to ensure more individuals, families, and communities in King County will have better access to the whole-person care they need to be healthy and thrive.   Culture Charter HealthierHere culture is rooted in our five values: Equity, Community, Partnership, Innovation, and Results. Staff at all levels are expected to embody these values in their work and relationships, fostering an environment of respect, collaboration, and continuous learning. These values guide how HealthierHere operates internally and in partnership with others to achieve meaningful, long-term impact.    Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging HealthierHere is an equal opportunity employer committed to creating an inclusive, accessible, and multicultural workplace where everyone feels a sense of belonging. We provide equal employment opportunities to all employees and applicants, prohibiting discrimination or harassment based on race, color, sex, religion, marital status, national origin, age, sexual orientation, citizenship, veteran status, or any sensory, mental, or physical disability, in compliance with local, state, and federal laws. We value diversity, strive for a workforce that reflects the communities we serve, and are committed to building a team where staff from all backgrounds feel they belong, can contribute fully, and are supported to thrive.   Company Benefits We believe people do their best work when they feel supported—inside and out. We care for our team, just like we care for our community. Our benefits are built to help you thrive, and support your health, growth, and balance: 100% coverage of employee premiums for select medical, dental, and vision plans Up to 6% match on your 403(b)-retirement plan Flexible Spending Accounts (FSAs) for healthcare and dependent care Group and voluntary life insurance Short-term and long-term disability coverage Generous paid time off, up to 13 paid holidays, sick leave, and mental health days A wellness benefit to support your personal well-being journey Professional development allowance to invest in your growth Hybrid work model    Position Overview The HealthierHere Community Hub is a community-centered entity that centralizes referrals from across King County to connect people to health-related social needs services and benefits. The Hub brings together community-based, behavioral health, and healthcare organizations to provide culturally responsive care coordination support for community members. The Hub’s benefits and services are free for everyone. Reporting to the Director of Program Operations, the Care Coordination Operations Manager leads the operational management of the HealthierHere Community Hub, with primary accountability for the performance, scalability, and continuous improvement of the Hub’s workflows and service lines. The role owns the development and maintenance of Community Hub policies and procedures; designs and updates workflows for Community-Based Care Coordination (CBCC), health-related social needs (HRSNs), care transitions, care management, and other service lines; and ensures those workflows are accurately configured and functioning effectively in the Hub’s client management system, Connect2 Coordinator. Working across teams, the Care Coordination Operations Manager coordinates the successful onboarding and offboarding of Community-Based Workers (CBWs) and supervisors, and translates special projects, grants, and new program requirements into sustainable Community Hub operations. This role independently sets operational priorities, identifies and resolves complex workflow issues, guides cross-functional implementation, and recommends improvements that strengthen service quality, compliance, and performance. As the team grows, the manager will assume direct supervision of up to two employees, with responsibility for setting expectations, providing ongoing coaching and performance feedback, supporting professional development, and fostering an equitable and accountable team culture. Success requires an experienced, confident self-starter who exercises sound judgment, manages multiple priorities, quickly synthesizes complex information, maintains strong attention to detail, and readily adapts to new technology systems.   QualificationsKey Responsibilities Service Line Operations and Workflow Development Manage the HealthierHere Community Hub to ensure effective delivery of Community-based Care Coordination (CBCC) services to enrolled clients. Build, update and maintain workflows for the standard CBCC service, transitions of care, care management, Health Related Social Needs (HRSNs) and other service lines. Collaborate with HealthierHere’s Connect2 Technology team to build workflows for all HealthierHere Community Hub Service lines in the Connect2 Coordinator (C2C) client management system. Collaborate with HealthierHere’s Strategic Initiatives team to ensure that all C2C workflows capture meaningful information and tie to the key metrics and KPIs of each service line. Lead the development of new workflows and tools (including assessments) in Connect2 Coordinator to drive improvements and stay in compliance with funder requirements. Lead the HealthierHere Community Hub team’s response to Connect2 Coordinator system updates and quarterly releases Community Hub Program Operations and Administration Develop, maintain and update HealthierHere Community Hub Policies and Procedures Create and maintain Standard Operating Procedures (SOPs) for the Community Hub’s Care Coordination processes and internal workflows. Collaborate closely with the Client Referral and Resource Manager to ensure high quality day-to-day operations of the HealthierHere Community Hub. Respond to client phone calls on a rotating basis, serving as the first point of contact for clients calling the Community Hub directly. Maintain the HealthierHere Community Hub roster to track partner agencies, staff roles and contact information, track CBW turnover and rolling FTE counts. Manage and troubleshoot client and CBW complaints and grievances. Provide guidance to CBWs when navigating challenging client situations. Lead special and ad-hoc projects for the Community Hub, like the operationalization of grants and other funding opportunities. Work with funders to ensure that the program is meeting the defined scope of work Team Leadership and Workforce Support Supervise, coach, and develop a team of staff, fostering a culture of accountability, collaboration, learning, and continuous improvement. Support onboarding, performance management, and professional development activities for direct reports. Ensure appropriate staffing coverage and operational continuity across function Partner Network Support and Performance Improvement Collaborate and communicate regularly and effectively with the Network Managers, who serve as the contract monitors, liaisons and primary points of contact for Hub Case Management partners.  Perform deeper analysis of performance trends, including ad-hoc audits of Connect2 Coordinator documentation to get ahead of emerging issues. Support the Network Managers in their 1:1 meetings with Case Management partners, when operations expertise is needed. Maintain feedback and accountability loops with the Network Managers, Case Management partners and the broader community. Communicate and collaborate with the Workforce Development Manager to ensure that all Case Management partner program staff receive the requisite training during onboarding and to meet ongoing needs. Work collaboratively with the Strategic Initiatives team to analyze client level data and develop real time dashboards, ensuring accuracy and needs of the program and partners are met. Review monthly and quarterly performance dashboards with the Network Managers, Strategic Initiatives, and HealthierHere leadership.   Qualifications 5+ years of experience within community health, public health, and/or other related fields, with 2 years in program management. A bachelors degree in business/health administration, community/public health, or social service fields. An equivalent combination of education and relevant professional experience may be considered in lieu of the degree requirement.   Experience designing clinical or community based organization program workflows.  Problem-solving and troubleshooting, excellent writing and communication skills. Strong organizational and interpersonal skills, time management, attention to detail, and follow through. Experience using Microsoft Office, Word, Excel, SharePoint, PowerPoint, and other relevant computer programs to develop materials, monitor and communicate progress. Experience supervising, coaching, and developing staff in a multidisciplinary environment. Demonstrated ability to build, and maintain, trusted relationships with communities served by HealthierHere’s programs and initiatives.   Preferred Qualifications Experience with Connect2 Coordinator, GetCare, or ProviderOne Spanish language proficiency   Physical Demands The physical demands of this role include: Perform prolonged periods of sitting or standing while working on a computer or attending virtual and in-person meetings. Engage in repetitive motions such as typing, scrolling, and using a mouse or trackpad. Communicate effectively through verbal and auditory means during video calls, phone calls, and in-person interactions. Perform occasional physical tasks, such as setting up equipment or handling materials, which may involve lifting or moving items weighing up to 20 pounds. Travel to the office or other work sites as needed, which may involve driving or using public transportation. Maintain visual focus and acuity during extended screen time.   Work Schedule Schedule: Monday-Friday during operating business hours. This position is subject to the organization's required hybrid work model. Work schedules and in-office expectations will be based on the position’s assigned hybrid work tier and organizational policy.  Role Location: Seattle, WA    Equipment: HealthierHere-issued laptop and other equipment as needed to fulfill role and responsibilities.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. HealthierHere believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This job description is designed to outline primary duties, qualifications and job scope, but not limit our employees nor the organization to just the work identified. We expect that each employee will offer his/her services wherever and whenever necessary to ensure the success of the company.