[Hiring] Care Coordinator Supervisor @Acentra Health, LLC

Role Description

Acentra Health is looking for a Care Coordinator, Supervisor to join our growing team.

The Care Coordinator Supervisor provides day-to-day leadership, direction, and oversight to a team of Care Coordinators supporting members through transitions of care, provider connections, and access to fee-for-service (FFS) services. This role is responsible for ensuring effective coordination of services by qualified providers, timely member engagement, accurate documentation, and consistent adherence to program requirements and quality standards.

The Supervisor will oversee care coordination workflows, monitor team performance and productivity, provide coaching and support, address escalated member and provider issues, and identify opportunities to improve processes and service delivery. The role supports non-clinical care coordination, education, resource navigation, and barrier reduction and does not involve clinical evaluation, diagnosis, or treatment.

The ideal candidate is an experienced care coordination or case management professional who can effectively lead a remote team, manage competing priorities, interpret performance data, and foster a culture focused on accountability, collaboration, member experience, and continuity of care.

***This is a fully remote position supporting Pacific Time Zone (PST) hours, with scheduling between 8:00 AM and 8:00 PM, Monday through Saturday. Bilingual candidates are preferred, including Spanish, Chinese, Russian, Farsi, and other languages.***

Responsibilities:

• Provide day-to-day supervision, leadership, and direction to Care Coordinators supporting member care coordination and FFS provider connections.
• Assign and monitor workloads, caseloads, and daily priorities to ensure timely and effective service delivery.
• Coach, mentor, and develop Care Coordinators to support strong performance, professional growth, and consistent adherence to program expectations.
• Monitor team productivity, quality, documentation, outreach, referral activity, and other established performance metrics.
• Conduct regular performance reviews, provide ongoing feedback, and address performance concerns in collaboration with management and HR Business Partners, as appropriate.
• Oversee coordination of member transitions of care, provider referrals, initial appointments, follow-up visits, transportation, and other support services.
• Support Care Coordinators in identifying appropriate FFS providers based on member needs, preferences, location, availability, and service requirements.
• Serve as an escalation point for complex member, provider, service access, and care coordination issues.
• Review escalated cases and provide guidance to staff regarding appropriate non-clinical resources, referrals, follow-up, and barrier resolution.
• Collaborate with Provider Engagement Specialists and internal and external agencies to facilitate provider connections and timely access to services.
• Ensure accurate and timely documentation of member interactions, referrals, provider coordination, appointments, and follow-up activities within electronic systems.
• Monitor documentation for completeness, accuracy, timeliness, and compliance with program and privacy requirements.
• Identify trends, service gaps, workflow challenges, and barriers impacting member or provider access and recommend solutions.
• Develop and implement workflow improvements designed to increase efficiency, improve member experience, and support program performance.
• Monitor staffing needs, coverage, schedules, and workload distribution to support business and program requirements.
• Support onboarding and training of new Care Coordinators and provide ongoing education related to processes, systems, resources, and program expectations.
• Participate in quality improvement initiatives, operational meetings, leadership meetings, and cross-functional workgroups.
• Prepare and communicate team performance updates, operational concerns, trends, and recommendations to leadership.
• Promote culturally responsive services and ensure staff demonstrate respect for diverse populations and community-specific needs.
• Educate and coach staff on empowering members and families to navigate healthcare and community-based systems.
• Maintain strong communication with assigned members, providers, internal teams, and interdisciplinary partners.
• Ensure staff understand and adhere to all corporate policies, including HIPAA and its Privacy and Security Rules.
• Promote a culture of accountability, collaboration, continuous improvement, and exceptional member service.
• This position primarily involves working at a desk and using a computer for extended periods of time.
• Perform other duties and responsibilities as assigned by management.

Qualifications

• Associate Degree in a related human services, healthcare, social services, or behavioral health field OR equivalent 6+ years experience in lieu of a degree, with a minimum of 5 of those years in relevant healthcare experience.
• 4+ years of experience in care coordination, case management, social work, community outreach, healthcare services, or a related field.
• 2+ years of supervisory, lead, or team leadership experience in a healthcare, human services, care coordination, or related environment.
• Experience overseeing or supporting call center operations, including monitoring call volume, service levels, productivity, quality, and team performance.
• Understanding of local, state, and Medicaid/Medi-Cal programs, services, and resources.
• Demonstrated ability to monitor productivity, manage workloads, and meet established performance expectations.
• Experience working with members or clients experiencing barriers to healthcare or social services.
• Experience working in a high-volume inbound and outbound call environment.
• Demonstrated ability to manage escalations, resolve problems, and make sound decisions within established guidelines.
• Strong understanding of confidentiality, ethical practice, HIPAA, and privacy requirements.
• Ability to work independently and effectively lead a fully remote team.
• Strong written and verbal communication skills.

Benefits

• Comprehensive health plans.
• Paid time off.
• Retirement savings.
• Corporate wellness.
• Educational assistance.
• Corporate discounts.
• Additional protection, security, and support for both your career and your life away from work.

Company Description

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities.

We embrace emerging technologies, including artificial intelligence and advanced analytics that can be utilized to improve processes, enhance decision-making, and drive better health outcomes.