- Own day-to-day execution of ECM, CS, and CHW programs across all geographies
- Ensure visits, engagement, and care delivery activities are completed consistently
- Monitor operational KPIs (visit completion, time to first visit, engagement rates)
- Identify and resolve breakdowns in execution across teams
- Directly manage CHW Team Managers and Senior Manager of Community Supports
- Set clear expectations for performance, productivity, and team management
- Hold managers accountable for outcomes, coaching, and corrective action
- Ensure consistent management practices across geographies
- Ensure workflows defined by Payor Operations are executed consistently across all teams
- Identify where workflows are not being followed and drive correction
- Provide structured feedback to Payor Operations on workflow gaps or execution challenges
- Partner on refinement of workflows without owning design
- Make tradeoff decisions across execution, capacity constraints, and workflow requirements
- Escalate issues to Payor Operations, CHW Workforce, or Clinical Operations based on root cause
- Coordinate with other functions to ensure alignment without overlapping ownership
- Identify system-level issues impacting care delivery (staffing gaps, workflow gaps, quality issues)
- Assign clear ownership based on root cause and track resolution
- Escalate unresolved issues to COO or cross-functional leadership when needed