Team Lead, Care Management

About the role

We're looking for a Team Lead, Care Management to help build and scale Chamber's cross-functional care team — Community Health Workers, Medical Assistants, Pharmacy Technicians, and RNs — the operational engine behind our payor and network contracts, driving member outreach, post-hospital follow-up, medication management support, and care coordination. As a hands-on manager, you'll own daily operations: huddles, timecards, call quality, performance, staffing, and work assignments. You're the operational backbone the team runs on, partnering closely with leadership as programs and workflows evolve — and evolving right along with them. You'll work cross-functionally with Clinical, Care Operations, and Product to keep execution aligned with strategy and report to the Associate Director, Care Management.

Responsibilities

• Facilitate team huddles to prioritize daily tasks, surface blockers, confirm assignments, and recognize wins.
• Monitor real-time task queues across our operational platforms to ensure work is being distributed appropriately and no tasks age past SLAs.
• Serve as first point of contact for staff questions, workflow or assignment issues, and coverage gaps.
• Reassign work when a team member is absent or overloaded.
• Oversee the patient voicemail inbox and escalate issues when appropriate.
• Ensure all staff members complete same-day documentation for billable activities.
• Conduct weekly 1:1 meetings with team members — review workload, call quality, documentation accuracy, and development needs.
• Deliver specific, actionable feedback during 1:1s.
• Identify training gaps and deliver or coordinate targeted coaching (documentation standards, call handling, program-specific protocols).
• Track individual attendance, punctuality, and schedule adherence, and address patterns early through direct conversation.
• Coordinate with the contract agency account manager, as applicable, on staffing issues, formal performance concerns, onboarding of new workers, and SOW compliance.
• Monitor 5-10 recorded calls per month across team members for quality assurance.
• Prepare a weekly performance summary for the Associate Director, including KPIs, quality metrics, staffing status, and escalations.
• Identify operational bottlenecks (low contact rates, documentation deficiencies, workflow inefficiencies) and recommend specific, implementable solutions.
• Support contact rate optimization initiatives, monitor call window adherence and track contact rate improvements.
• Reconcile contract agency (if applicable) invoices against timecard records.
• Flag any discrepancies before payment authorization.
• Maintain team roster, coverage matrix, and scheduling documents.
• Ensure