Manager, Care Coordination

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Manager, Care Coordination is responsible for leading a team of Care Coordination Supervisors and ensuring the consistent execution of patient engagement, care coordination, and population health strategies across assigned markets.

This role is accountable for operational performance, workforce effectiveness, patient outcomes, and the development of frontline leaders. The Manager ensures supervisors are focused on coaching, quality oversight, workflow adherence, and staff development while maintaining clear accountability for results.

The Manager drives a culture of ownership, accountability, and continuous improvement by helping teams understand not only what the metrics are, but why they matter and what actions are required to improve outcomes. This leader uses data, audits, patient outcomes, and frontline feedback to identify barriers, improve processes, and ensure resources are focused on high-impact activities.

The Manager partners closely with Clinical Operations, Market Leadership, Training, Quality, Analytics, and Health Plan partners to ensure care coordination efforts support patient engagement, provider utilization, quality performance, and value-based outcomes. This role is critical to ensuring:

• Patients receive timely and effective support throughout their care journey
• Supervisors are developed into strong frontline leaders
• Resources are allocated toward activities that drive measurable patient and business outcomes
• Care coordination workflows are executed consistently across markets
• Performance challenges are identified early and addressed quickly
• Teams maintain a balance between compassionate patient care and operational accountability

Skills Required:

• Master's of Social Work required. 
• Minimum 5 years of healthcare operations, care coordination, patient engagement, population health, or community-based healthcare experience.
• Minimum 2 years of leadership experience managing supervisors, team leads, or healthcare operations teams.
• Experience leading performance management and workforce development initiatives.
• Strong analytical and problem-solving skills with demonstrated ability to use data to drive decisions.
• Experience improving productivity, quality, engagement, or operational outcomes.
• Excellent verbal, written, and interpersonal communication skills.
• Experience working with Medicare and Medicaid populations preferred.
• Knowledge of value-based care, population health, and care coordination models preferred.
• Ability to travel within assigned markets as needed.

Key Behaviors:

Leadership:

• Leads with accountability, transparency, and consistency. Develops leaders rather than solving every problem personally.

Strategic Problem-Solving:

• Demonstrate a proactive approach in identifying and addressing operational and clinical challenges.

Adaptability:

• Be flexible in adjusting to evolving protocols, service models, and client needs.
• Thrives in a changing healthcare environment and helps teams navigate ambiguity effectively.

Data-Driven Decision Making

• Understands the story behind the numbers and uses data to drive action, coaching, and operational improvement.

Strategic Problem Solving

• Moves beyond symptoms to identify root causes and implement sustainable solutions.

Operational Discipline

• Creates structure, follow-through, and accountability while maintaining focus on outcomes.

Patient-Centered Mindset

• Keeps patient outcomes and experience at the center of operational decisions.

Competencies:

Leadership Development

• Ability to coach supervisors, increase leadership effectiveness, and build high-performing teams.

Performance Management

• Ability to establish expectations, manage accountability, and improve individual and team performance.

Operational Excellence

• Strong understanding of workflow design, process management, and continuous improvement.

Data Analysis & Performance Monitoring

• Ability to interpret KPIs, identify trends, and execute improvement plans based on performance data.

Care Coordination Operations

• Expertise in patient engagement, care planning, care transitions, population health, and community-based care delivery.

Change Management

• Ability to implement new initiatives and drive adoption through effective communication and coaching.

Cross-Functional Collaboration

• Builds productive partnerships and aligns stakeholders toward common goals.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.