The Manager, Clinical Support oversees and develops staff to ensure individual and team performance and quality of work aligns to organizational objectives and the strategic direction of the department. This role will collaborate with department and multi-disciplinary clinical teams to facilitate positive member outcomes. The role will support implementation of strategies to achieve and maintain optimal wellness and will identify and support resolution of operational and technical challenges in the department. 

• Provides leadership and guidance to the team in the area of Workforce Management
• Ensures staff are educated on their individual and team roles and responsibilities to carry out the ministry’s goals and objectives
• Daily evaluates and assigns the inflowing work to the team members
• Manages within our Human Resource Information System (ADP) time-off requests from team members
• Reports to their immediate direct reporting manager, any and all impediments to a team members' ability to work
• Reports to their immediate direct reporting manager, regular performance feedback of each team member
• Provides leadership and guidance to the team in the area of Quality Management
• Ensures new-hire training and education on the Medi-Share Program Guidelines relative to health care, nursing, rehabilitative, and spiritual services to support the education of members
• Identifies opportunities for process-improvement within the team
• Performs audits to ensure that work follows proper process and documentation to meet quality and service-level agreements
• Ensures each team member remains up-to-date regarding knowledge and skills required for their position
• Ensures each team member is cross-trained to work within the Care Management Department
• Provides leadership and guidance to the team in the area of Performance Management
• Performs regular 1:1 meetings with each team member to give and receive regular performance feedback
• Develops and ensures accountability of performance goals, for their immediate direct reports and teams
• Develops performance metrics, for their immediate direct reports and teams
• Assesses performance goals and metrics against established benchmarks to assure direct reports and teams achieve business expectations
• Identifies staff and team members whose performance falls below expected goals and when appropriate, develops a plan of action in cooperation with the staff member to remediate
• Performs professional and performance coaching
• Develops and executes corrective action
• Provides oversight of the team’s higher complexity cases
• Develops and maintains the workflows, policies, and procedures that govern and guide staff activities
• Collaborates with interdepartmental and interdisciplinary teams to achieve improved member outcomes
• Manages conflicts and escalations, high profile cases, and ensures proper notification of high dollar cases
• Assists senior leadership in the screening and hiring process for team members
• Ensures professional communication and collaboration within the team
• Identifies for design and ensures execution of key team processes that foster interdepartmental and interdisciplinary collaboration for improved member outcomes
• Provides input to senior leadership to maintain vendor relationships, process improvement, and system integration
• Contributes to the exercise and expression of Christian Care Ministry’s Christian beliefs
• All other duties as assigned

• Bachelor’s degree in a healthcare or other related field, OR equivalent experience required
• 5 years’ experience in operations (health care industry, call center, or clinical health coaching) required; preferably in a healthcare payer organization
• Prior experience in a leadership role managing or coaching teams required
• Prefer health care payer, operations, and change management expertise