Enhanced Care Management (ECM) Manager

Enhanced Care Management (ECM) Manager

Location: Lindsay, CA | Regular field travel throughout Tulare County and surrounding service areas
Employment Type: Full-Time, Regular
FLSA Status: Hourly
Reports To: Director of Enhanced Care Management
Direct Reports: Enhanced Care Coordinators / Lead Care Managers

About Living Water Clinic-Clinica Agua Viva

At Living Water Clinic-Clinica Agua Viva, we believe in “Love through Healthcare.” Our mission is to provide compassionate, high-quality, whole-person care while serving our neighbors and communities.

Our Enhanced Care Management (ECM) program supports members with complex medical and social needs through personalized, community-based care coordination. We are looking for an ECM Manager who is passionate about developing people, improving care coordination workflows, ensuring quality and compliance, and helping our team provide exceptional service to the members we serve.

Position Summary

The Enhanced Care Management (ECM) Manager provides day-to-day operational leadership and direct supervision for an assigned team of Enhanced Care Coordinators and Lead Care Managers within Living Water Clinics’ CalAIM Enhanced Care Management program.

This position is responsible for ensuring that care management services are delivered with quality, consistency, compassion, and compliance with requirements established by the California Department of Health Care Services (DHCS) and Living Water Clinics’ contracted Managed Care Plans, including Anthem Blue Cross Partnership Plan and Health Net Community Solutions.

The ECM Manager serves as a key operational leader responsible for staff development, caseload oversight, care plan quality, documentation compliance, productivity monitoring, workflow coordination, and continuous improvement. This position works closely with the Director of ECM to translate program goals and policies into effective day-to-day operations.

Essential Duties & Responsibilities

Team Leadership & Staff Development

• Directly supervise, coach, and develop an assigned team of Enhanced Care Coordinators and Lead Care Managers.
• Conduct regular one-on-one supervision, performance check-ins, and evaluations.
• Monitor staff activity, productivity, caseloads, and follow-through to ensure members receive timely and appropriate outreach.
• Review caseload distribution based on member acuity, geography, staffing capacity, and program requirements.
• Lead onboarding and ongoing training related to ECM service delivery, documentation standards, workflows, and DHCS/Managed Care Plan requirements.
• Approve staff schedules, time-off requests, and mileage/travel documentation.
• Identify staffing, workload, and performance concerns and escalate them to the Director of ECM as appropriate.
• Foster a supportive, collaborative, and mission-aligned team culture consistent with Living Water Clinics’ faith-centered approach.

Care Management Operations & Quality

• Map, monitor, and improve day-to-day care coordination workflows.
• Lead or facilitate care-team huddles to support communication, accountability, and coordination.
• Review member care plans, assessments, and case documentation for quality, completeness, timeliness, and appropriateness.
• Monitor “days since last interaction” and other operational indicators to support timely member engagement.
• Review high-risk and complex cases and provide guidance to care team members.
• Support Lead Care Managers in coordinating services across physical health, behavioral health, behavioral health systems, and Community Supports.
• Coordinate warm hand-offs and closed-loop communication when members transition between providers, services, or community resources.
• Coordinate MDT scheduling and clinical sign-off routing as applicable.
• Identify workflow barriers and recommend improvements to the Director of ECM.

Compliance, Documentation & Performance

• Monitor monthly compliance gap reports at the member and care-manager level.
• Conduct chart audits within Salesforce or the designated care management platform to verify documentation supports billed encounters and meets DHCS and Managed Care Plan requirements.
• Ensure staff address documentation and compliance gaps within established timelines.
• Coordinate corrective training when recurring documentation or workflow issues are identified.
• Monitor productivity, engagement, care plan completion, outreach activity, and other team-level performance indicators.
• Build and maintain operational dashboards and reports to support program oversight.
• Escalate significant compliance concerns, audit findings, and training needs to the Director of ECM.
• Participate in internal audits, corrective action planning, and continuous quality improvement initiatives.
• Maintain current knowledge of DHCS ECM Policy Guide updates, All Plan Letters, and applicable Managed Care Plan requirements.

Community & Cross-Functional Collaboration

• Coordinate day-to-day referral and navigation logistics with community-based organizations, health plan representatives, and referral partners.
• Support community outreach activities and partner events.
• Coordinate member service navigation and closed-loop referrals.
• Perform member home visits and field-based support as needed to model best practices and maintain frontline knowledge of ECM services.
• Collaborate with the Director of ECM on team capacity and operational planning as enrollment and program needs grow.
• Capture lessons learned, success stories, and operational best practices to support organizational learning.
• Collaborate with internal departments to ensure effective coordination of care and services.
• Perform other duties as assigned.

Supervisory Responsibilities

The ECM Manager directly supervises an assigned team of Enhanced Care Coordinators and Lead Care Managers. Supervisory responsibilities include interviewing and participating in the hiring process, onboarding and training employees, planning and assigning work, monitoring performance, conducting evaluations, addressing employee concerns, providing coaching and feedback, and resolving problems in accordance with Living Water Clinics’ policies and applicable law.

Qualifications & Requirements

• Bachelor’s degree in Social Work, Nursing, Public Health, Healthcare Administration, or a related field required. An equivalent combination of relevant education and experience may be considered.
• Minimum of three (3) years of experience in care management, case management, care coordination, or a related healthcare setting.
• Minimum of one (1) year of supervisory or lead experience overseeing care management, clinical support, or similar staff.
• Experience working within Medi-Cal managed care, CalAIM, Enhanced Care Management, or a community health setting strongly preferred.
• Strong understanding of Medi-Cal managed care and ECM requirements preferred.
• Experience with Salesforce or a comparable care management/EHR platform preferred.
• Current, unrestricted California driver’s license required.
• Reliable transportation and proof of automobile insurance required due to field travel.
• Bilingual preferred (English/Spanish).

Knowledge, Skills & Abilities

• Strong knowledge of Medi-Cal managed care, CalAIM ECM core service requirements, and applicable DHCS and Managed Care Plan documentation standards.
• Demonstrated ability to supervise, coach, mentor, and develop a multidisciplinary care management team.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Excellent written and verbal communication skills.
• Ability to communicate compassionately and effectively with members experiencing complex medical and social needs.
• Ability to establish positive working relationships with healthcare providers, health plans, community organizations, and internal teams.
• Strong critical-thinking, problem-solving, and decision-making skills.
• Sound professional, clinical, and ethical judgment when reviewing complex care coordination situations.
• Proficiency with Google Workspace, EHR systems, Salesforce, or comparable care management platforms.
• Ability to analyze operational data, identify trends, and use information to improve team performance.
• Commitment to Living Water Clinics’ mission of “Love through Healthcare” and its faith-centered, person-centered approach to serving our neighbors.

Physical Requirements & Work Environment

• Regularly required to sit, stand, communicate, hear, and use a computer for extended periods.
• Regular local travel throughout Tulare County and surrounding service areas for field-based supervision, home visits, community meetings, and partner activities.
• Occasional travel outside the region may be required.
• Ability to lift up to 15 pounds occasionally, such as outreach materials or supplies.
• Work is performed in a combination of office, community, and field settings, including member homes and community sites where environmental conditions may vary.

Equal Employment Opportunity

Living Water Clinics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

This job description reflects the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Living Water Clinics reserves the right to amend this job description at any time.