Population Health Care Manager Team Lead Centralized Support

About the role

Duke Connected Care is a community-based, physician-led network of doctors, hospitals, and other healthcare providers that delivers high-quality care to Medicare Fee-for-Service patients in Durham and surrounding areas. The Care Management Team Lead works with PHMO leadership in an assigned program to ensure care management staff work effectively, supervising the assigned team’s productivity, performance, and quality. In collaboration with managers, the role identifies, plans, and executes activities to promote effective quality care management and ensure compliance with policies and procedures. The Team Lead may also carry a small caseload to engage customers within an identified population and models best-in-class care management through practical experience. The position provides clinical/functional expertise for specific customer populations (QA/QI, Engagement/Referral Process, Clinical conditions, Education/Training, and Care Management) to meet contractual and program requirements, and functions as an integral part of an interdisciplinary team to ensure excellence in transitions of care and optimal clinical outcomes.

Responsibilities

• Coordinate and facilitate timely implementation of appropriate interventions for identified customer populations following established policies and procedures; or make necessary recommendations when gaps to policies and procedures are identified.
• Monitor, support, and engage both staff and additional management in related systemic opportunities, strengths, and benchmarks that will enhance negotiations with payers, improve care management, and/or address gaps in care.
• Use accessible data from multiple sources to ensure appropriate outreach, education, and necessary interventions are identified.
• Participate in the hiring/firing process of staff across care management.
• Engage with direct reports on a monthly basis via monthly individual supervision and larger team meetings to provide timely departmental updates, training, and coaching.
• Provide information on staff productivity on a monthly basis, at minimum.
• Shadow each direct report at least once per evaluation period unless concerns are identified and more is required.
• Conduct one-on-one and group training with team members for identified areas of need related to workflow, documentation, and/or patient care.
• Manage time and attendance for staff members in the API system.
• Complete routine audits (in data management system, MaestroCare/Virtual Health, and recorded calls) for quality, clinical care, understanding of education provided, accuracy of process, and overall experience of any PHMO customers.
• Provide timely and accurate oversight of process and feedback loops.
• Participate in identified PHMO/DukeWELL meetings and role‑enhancing trainings that are health system/state/regional/nationally appropriate.
• Develop and maintain positive relationships with customers internal and external to Duke Health System.
• Maintain a small caseload/patient‑level responsibilities, following identified workflow and meeting required timeframes for completion of documentation, assessment, medication reconciliation, and care planning.

Requirements

• Bachelor’s degree in a clinical field such as Nursing, Counseling, Social Work, Therapy, Allied Health, or community health related fields.
• Three years of clinical experience required.
• Extensive management experience.
• Care/Case management experience in different settings (e.g., Home Health, Community, General Medicine).
• Strategic planning experience.
• Current licensure in at least one of the following: RN (compact or North Carolina), Licensed Clinical Social Worker (NC Social Work Certification and Licensure Board), Licensed Professional Counselor (NC), or Licensed Addiction Specialist (NC).