ECM Program Manager

The ECM Program Manager is responsible for the leadership, operations, performance, and growth of Gracelight Community Health's Enhanced Care Management (ECM) program. This role oversees ECM services delivered in health centers and community settings, ensuring high-quality care coordination, regulatory compliance, timely documentation, and achievement of quality, productivity, financial, and patient outcome goals. The ECM Program Manager provides leadership to program staff and works collaboratively with clinical, operational, managed care, and community partners to strengthen care coordination, expand access to services, and continuously improve program performance.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Directs day-to-day ECM program operations, including service delivery across health center, community, and mobile settings; establishes and maintains program workflows, policies, and procedures.
2. Supervises, coaches, and evaluates ECM staff; manages caseloads, productivity, and performance to meet program standards.
3. Ensures ECM services are delivered and documented in a timely, accurate, and compliant manner consistent with CalAIM, managed care contract, and organizational requirements.
4. Monitors program performance across enrollment, engagement, clinical quality, productivity, and financial metrics; identifies gaps and implements corrective action plans.
5. Collaborates with billing and finance to ensure accurate encounter documentation, claims submission, and reimbursement; resolves documentation and billing issues that affect program integrity.
6. Promotes interdisciplinary coordination among ECM staff, primary care, behavioral health, patient access, and quality teams to support continuity and integration of care.
7. Serves as the primary operational liaison with managed care plan partners; leads Gracelight's participation in plan audits, reporting, contract reviews, and performance improvement activities.
8. Develops and sustains referral relationships with community-based organizations, housing providers, shelters, hospitals, and social service agencies to support patient access and care continuity.
9. Identifies opportunities to improve, expand, or innovate program services; supports development and implementation of new initiatives as the program grows.
10. Prepares program reports, dashboards, and briefings for organizational leadership.
11. Supports regulatory reviews, contract compliance activities, and organizational audits as needed.
12. Maintains confidentiality of patient and organizational information in accordance with HIPAA and organizational policy.
13. Performs other duties as assigned.