Care Coordination Operations Manager

About HealthierHere

HealthierHere is a nonprofit collaborative and the Accountable Community of Health (ACH) for King County. We partner with community-based organizations, Tribes, health systems, clinics, government agencies, philanthropy, and others to advance health equity. We don't provide direct services. Instead, we strengthen the organizations that do, through expertise, resources, and data and technology solutions. Our work is guided by five values: Equity, Community, Partnership, Innovation, and Results.

About the Role

Reporting to the Director of Program Operations, you'll own the Hub's operations from end to end. That includes designing and maintaining workflows for Community-Based Care Coordination (CBCC), health-related social needs (HRSNs), care transitions, care management, and new service lines. You'll make sure those workflows are built correctly and function well in Connect2 Coordinator, the Hub's client management system. You'll set operational priorities and solve complex workflow issues. You'll also turn grants and new program requirements into sustainable operations. As the team grows, you'll supervise up to two staff members.

Responsibilities

• Manage the Community Hub to ensure effective delivery of CBCC services to enrolled clients
• Build and maintain workflows for CBCC, transitions of care, care management, HRSNs, and other service lines
• Partner with the Connect2 Technology team to configure workflows, assessments, and tools in Connect2 Coordinator
• Work with the Strategic Initiatives team so workflows capture meaningful data tied to each service line's KPIs
• Lead the Hub team's response to Connect2 Coordinator system updates and quarterly releases
• Develop and maintain Community Hub policies, procedures, and SOPs
• Partner with the Client Referral and Resource Manager to keep daily operations running smoothly
• Answer client calls on a rotating basis as a first point of contact for the Hub
• Maintain the Hub roster, including partner agencies, staff roles, Community-Based Worker (CBW) turnover, and FTE counts
• Resolve client and CBW complaints and grievances, and guide CBWs through challenging client situations
• Lead special projects, including putting new grants and funding into operation, and work with funders to stay within scope
• Supervise, coach, and develop staff while building a culture of accountability, collaboration, and continuous learning