Department Operations
Reports To: ECM Regional Manager
Location: Remote
Employment Type: Full-time
Travel Requirement: Expected travel commitment of 40% to 50%
The ECM Territory Manager (ETM) reports to an ECM Regional Manager (ECM RM) and supervises a direct staff of up to 15 Community Health Navigators. The ETM is responsible for leading their team to achieve monthly and quarterly performance goals, e.g., effective outreach and member engagement through door knocks and telephonic outreach, timely completion of assessments and care plans, delivery of quality care, and successful graduation of members. ETM also maintains audit readiness by ensuring compliance with HIPAA, documentation standards, and all state and health plan regulatory requirements.
A successful ETM brings curiosity and a relentless drive for improvement, balances humanity with productivity, and demonstrates a clear passion for leading and developing teams. The ETM is responsible for setting clear expectations, modeling effective behavior, and maintaining open communication. They support their field-based team by spending time in the field, ensuring a high level of engagement with community-based organizations, health plans, and other partners. The ETM will also teach and coach their team to make sure escalation protocols are understood and practiced, panels are full, safety expectations are met, and members receive exceptional care.
ETMs may be on call during the scheduled work week, and other hours as needed. Since the ETMs schedule must remain flexible, the ETM is expected to flex their schedule to meet the program's objectives.
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Meet performance metrics, goals, and deadlines for their team while motivating them to achieve and exceed goals.
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Manage the day-to-day operations for their territory, including conducting one-on-one performance and caseload reviews as well as tracking individual productivity, growth, member engagement, quality of care and graduation.
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Engage with community-based organizations, health plans, and other partners.
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Provide ongoing virtual and field-based coaching and development to the field team.
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Provide resources related to community-based opportunities with the Community Impact Partnership Program (CIPP) Director.
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Advise Community Health Navigators on how to create Specific, Measurable, Achievable, Relevant, Time-based (SMART) goals with achievable interventions and how to overcome barriers and objections with members.
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Problem solve issues raised by CHNs in an initiative-taking, creative manner.
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Support program expansion, staffing needs, and operational enhancements.
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Hire, manage and coach staff
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Manage Profit and Loss for the territory.
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Ensure timely review and approval of payroll, expenses, and other compliance requirements within territory.
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Minimum of 3-4 years’ experience managing others working in health, social, or community services.
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High School Degree or equivalent.
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Strong analytical skills and clear understanding and comfort with data, dashboards, and reporting tools.
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Ability to manage a P & L.
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Ability to adapt to constant change, work well under pressure in a fast-paced and challenging environment.
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Ability to solve problems, think critically, and collaborate effectively.
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Curious and relentless nature.
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Understanding of patient centered care and whole person care models.
