Enhanced Care Management (ECM) Program Manager

Position Summary The ECM Program Manager is responsible for the day-to-day operational oversight, service delivery, staff supervision, compliance monitoring, and performance management of AASCSC's Enhanced Care Management (ECM) program. This position ensures that Lead Care Managers (LCMs) and ECM staff successfully execute ECM services in accordance with CalAIM requirements, health plan expectations, organizational policies, and quality standards. The ECM Program Manager is accountable for workflow execution, documentation quality, timeline compliance, audit readiness, staff development, and program performance. In addition to supporting daily operations, the ECM Program Manager plays a key role in strengthening internal coordination, referral pathways, and cross-program collaboration to support AASCSC's long-term vision of integrated CalAIM service delivery. The ECM Program Manager works closely with organizational leadership, community partners, health plans, and interdisciplinary teams to ensure high-quality, person-centered care coordination services for members with complex medical, behavioral health, and social needs. Essential Responsibilities Program Operations and Service Delivery Provide day-to-day operational oversight of the ECM program. Ensure ECM services are delivered consistently and in accordance with CalAIM requirements and organizational standards. Monitor workflow execution from referral, outreach, enrollment, assessment, care planning, ongoing care coordination, and case closure. Support development, implementation, and maintenance of program workflows, policies, and procedures. Identify operational barriers and implement workflow improvements. Promote person-centered, trauma-informed, culturally responsive, and linguistically appropriate service delivery. Staff Supervision and Performance Management Provide supervision, coaching, and performance support to Lead Care Managers and ECM staff. Monitor staff productivity, caseloads, documentation quality, and service delivery expectations. Facilitate team meetings, case consultations, and problem-solving discussions. Support onboarding, orientation, and ongoing professional development of ECM staff. Address performance concerns and provide corrective coaching when needed. Foster a culture of accountability, collaboration, continuous learning, and member-centered care. Caseload and Program Performance Management Monitor caseload distribution, workload balance, and staff productivity. Utilize key performance indicators (KPIs) to monitor program performance and identify workflow gaps. Review outreach timeliness, assessment completion, care plan completion, member engagement, and documentation quality metrics. Use performance data to guide staff coaching, workflow improvements, and quality assurance activities. Develop action plans to address overdue tasks, inactive cases, and service delivery barriers. Provide recommendations to leadership regarding program performance, staffing needs, and operational improvements. Compliance, Documentation, and Quality Assurance Ensure compliance with CalAIM ECM requirements, health plan expectations, regulatory requirements, and organizational policies. Monitor documentation quality, completeness, accuracy, and timeliness. Conduct routine chart reviews and documentation audits. Maintain ongoing audit readiness across all ECM activities. Ensure Health Needs Assessments, Care Plans, Program Completion Questionnaires, and other required documentation are completed within required timelines. Coordinate responses to internal and external audits and implement corrective action plans as needed. Promote continuous quality improvement efforts and compliance monitoring activities. Partnership Development and Community Engagement Develop and maintain collaborative relationships with health plans, healthcare providers, community-based organizations, and referral partners. Build and strengthen referral pathways to support member enrollment, engagement, and access to services. Participate in meetings, case conferences, audits, and program reviews with health plans and external partners. Represent AASCSC and the ECM program in community meetings, stakeholder groups, and outreach activities. Support member recruitment and outreach efforts consistent with program goals and eligibility requirements. Integrated Care Coordination and Program Collaboration Promote coordination between ECM and other AASCSC programs to improve member access to services and streamline referral pathways. Collaborate with internal and external partners to address members' medical, behavioral health, housing, and social service needs. Support organizational efforts to strengthen integration and alignment across CalAIM-related services. Participate in planning discussions related to care coordination, program development, and service integration initiatives. Administrative Responsibilities Maintain program records, reports, and operational documentation. Support data collection, reporting, and performance improvement initiatives. Assist with policy and procedure development and implementation. Support organizational strategic initiatives and program growth efforts. Perform other related duties as assigned. Minimum Qualifications Bachelor's degree in Social Work, Public Health, Psychology, Human Services, Healthcare Administration, or a related field required. Master's degree preferred. Minimum three (3) years of experience in care management, case management, healthcare, behavioral health, housing services, social services, or a related field. Minimum two (2) years of supervisory, team lead, or program coordination experience preferred. Experience working with underserved, high-need, or vulnerable populations. Strong organizational, leadership, communication, and problem-solving skills. Ability to manage multiple priorities and deadlines in a fast-paced environment. Proficiency with electronic health records, data tracking systems, and Microsoft Office applications. Preferred Qualifications Knowledge of CalAIM Enhanced Care Management (ECM), Community Supports, and Medi-Cal managed care programs. Experience supervising care managers, case managers, community health workers, peer support specialists, or similar direct service staff. Experience with compliance monitoring, quality improvement, audit preparation, and documentation review. Experience supporting individuals with complex medical, behavioral health, housing, and social service needs. Bilingual or multilingual abilities reflective of the communities served, including Chinese, Korean, Vietnamese, Spanish, or other languages. Core Competencies Leadership and staff development Operational management and workflow improvement Compliance and quality assurance Strategic problem-solving Data-informed decision making Relationship building and community engagement Change management and adaptability Collaboration and teamwork Cultural responsiveness and member-centered care Reports To Executive Director or Designee Classification Full-Time, Exempt Compensation $68,000-$82,000 annually, depending on qualifications and experience. Work Location Hybrid or Onsite Based on Organizational Need About AASCSC Founded in 1989, the Asian American Senior Citizens Service Center (AASCSC) is a community-based nonprofit organization dedicated to serving, protecting, and celebrating vulnerable elders, youth, and families throughout Orange County. Guided by the philosophy, "Caring for elders and children as if they were our own," AASCSC provides culturally and linguistically responsive services that promote health, well-being, independence, and community connection. AASCSC is committed to building an inclusive workforce that reflects the communities we serve and encourages applicants from diverse backgrounds to apply.

Pay:

$68,000.00 - $82,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Santa Ana, CA 92701