Supervisor of Chronic Care Management

Chronic Care Management Responsibilities (Core CCM Role):

• Provide comprehensive, telephonic chronic care management services to a panel of complex patients, including care plan development, implementation, and ongoing evaluation.
• Support transitions of care, including post-discharge follow-up, medication reconciliation, and coordination of services
• Educate patients and families on disease management, medications, and self-care strategies to improve outcomes
• Coordinate care across providers, internal departments, and community resources to address medical and social determinants of health
• Maintain accurate, timely documentation in the EMR and ensure completion of monthly CCM billing requirements
• Build and maintain collaborative relationships with providers and practice staff to support patient-centered care and program success

Supervisory, Regulatory & Program Oversight Responsibilities:

• Provide day-to-day supervision, coaching, and support to Chronic Care Management staff, including performance management and staff development
• Monitor productivity, documentation quality, and adherence to program standards and expectations
• Ensure compliance with CMS guidelines, billing requirements, and all applicable regulatory standards; serve as a resource for regulatory interpretation and updates
• Conduct routine chart audits and provide feedback to promote accuracy, consistency, and compliance
• Oversee program operations, including patient enrollment, panel management, and workflow optimization across sites
• Identify and implement process improvements to enhance efficiency, patient engagement, and clinical outcomes
• Analyze program performance metrics and collaborate with leadership on growth, sustainability, and strategic direction

Complexity of Work:

• This role requires advanced critical thinking, leadership skills, and independent decision-making. The CCM Supervisor must balance direct patient care responsibilities with program oversight, manage competing priorities, and adapt quickly in a fast-paced environment.

Additional Responsibilities:

• Other duties as assigned.

Supervisory Responsibilities:

• Direct supervision of Chronic Care Management staff
• Responsible for hiring input, training, performance management, and corrective action (in partnership with leadership/HR)

Minimum Qualifications:

Education, Training & Experience:

• Minimum of two (2) years of experience in care/case management, physician practice, or related clinical setting preferred
• Experience with care coordination, program operations, quality improvement, or regulatory compliance preferred
• Leadership or team support experience preferred

Certifications / Licensure:

• NY State Licensed Practical Nurse License required
• NY State Registered Nurse Preferred

Required Skills and Attributes:

• Ability to organize and establish day-to-day priorities while using critical thinking skills in all aspects of the job.
• Must be able to multitask while remaining professional, focused, composed and positive.
• Excellent customer service skills
• Displays integrity, friendliness, and compassion.
• Must be able to establish an appropriate and effective rapport with others.
• Demonstrates flexibility
• Takes initiative
• Able to work in a fast-paced environment
• Embrace new opportunities to grow both personally and professionally.
• Effective critical thinking and problem-solving skills.
• Proficient with various Microsoft Office products (Word and Excel).
• Strong organizational skills.
• Effective interpersonal skills.
• Ability to take and follow direction in a positive and appropriate manner.
• Ability to work as part of a team and independently.
• Must be able to demonstrate effective and appropriate written and oral communication skills.
• Must be able to speak, read, write and follow instructions in English.