ECM - ECM Supervisor (on-site)

The Enhanced Care Management (ECM) Supervisor is responsible for the day-to-day operations of the health center's ECM program, a Medi-Cal managed care benefit under CalAIM that provides intensive, whole-person care coordination to members with complex health and social needs, and reports to the ECM Manager on program performance. This position directly supervises the ECM care team, manages caseload and outreach assignments, and serves as the primary operational contact for contracted Medi-Cal Managed Care Plans (MCPs).

The ECM Supervisor is accountable for member outreach and engagement, timely completion of comprehensive assessments and individualized care plans, care team coordination, and accurate documentation supporting MCP billing and reporting. This position ensures the program operates in compliance with DHCS ECM Policy Guide requirements, MCP contract terms, HRSA program requirements, HIPAA and 42 CFR Part 2, and supports UDS, HEDIS, and PCMH reporting.

This role requires strong supervisory, care coordination, organizational, and data management skills; the ability to work effectively with members experiencing homelessness, serious mental illness, substance use disorder, and other complex conditions; and a commitment to the mission, vision, and values of SDCHC.

Essential Duties and Responsibilities:

Primary Functions:

Supervision & Staff Development

Supervise the day-to-day work of Lead Care Managers, ECM Care Coordinators, and Community Health Workers, including assignment of caseloads, outreach lists, and field schedules. Conduct regular individual supervision and team case conferences to review member progress, care plan barriers, high-risk situations, and closure decisions. Recruit, onboard, train, and evaluate ECM staff in partnership with Human Resources; complete performance evaluations and initiate corrective action when warranted. Monitor staff caseload capacity, productivity, and documentation timeliness, providing coaching and performance feedback as needed. Ensure all ECM staff complete required training, including CalAIM ECM requirements, trauma-informed care, motivational interviewing, cultural humility, and safety protocols for field-based work. Serve as the escalation point for complex, high-acuity, or crisis member situations, including safety concerns arising during field visits.

ECM Program Operations & Care Delivery

Oversee receipt and processing of MCP member assignment files, authorizations, and referrals, ensuring members are assigned to a Lead Care Manager within contractual timeframes. Monitor outreach and engagement efforts, ensuring documented attempts meet MCP and DHCS standards before an unreachable determination is made. Verify member eligibility for ECM Populations of Focus and confirm that enrollment, reassignment, and disenrollment activity is processed accurately and timely. Ensure comprehensive assessments, individualized care plans, and care plan updates are completed within required timeframes and reflect member-identified goals. Oversee delivery of the core ECM service components, including outreach and engagement, comprehensive assessment and care management, enhanced coordination of care, health promotion, comprehensive transitional care, member and family supports, and coordination of community and social supports. Coordinate transitional care activities for members admitted to or discharged from hospitals, emergency departments, skilled nursing facilities, and institutional settings. Facilitate referrals to Community Supports, behavioral health, substance use treatment, housing, food, transportation, and other social service resources. Maintain a limited direct caseload as needed to support coverage, high-acuity members, and staff vacancies.