ECM Program Manager
Pacific Health Group | Transforming Care Through Connection
At Pacific Health Group, we’re more than just a healthcare organization—we’re a catalyst for positive change. The ECM Program Manager plays a pivotal role in ensuring that vulnerable individuals receive the care, support, and advocacy they need to live healthier, more stable lives. This position not only drives the operational excellence of our Enhanced Care Management (ECM) program but also empowers regional teams to deliver compassionate, person-centered care that directly improves outcomes for our members.
Through leadership, collaboration, and innovation, the ECM Program Manager enhances the quality of life for our communities while helping Pacific Health Group fulfill its mission to close health equity gaps and advance whole-person care across California.
Key Responsibilities
Team Leadership & Supervision
Purpose : Empower care teams to deliver exceptional service that transforms member lives.
- Directly supervise and mentor Lead Care Managers across multiple assigned counties in California (Northern / Central regions)
- Conduct weekly one-on-one meetings with each staff member to provide individualized guidance, address challenges, and ensure alignment with program goals
- Facilitate weekly team meetings to promote collaboration, ensure consistent communication, address program updates, and foster team cohesion
- Meet in-person with each LCM within their region at least once per week or twice per month to maintain strong leadership presence, foster connection, and ensure program alignment.
- Conduct regular performance evaluations and provide constructive feedback to optimize team performance
- Example : Develop individualized professional development plans for each Lead Care Manager based on their strengths and growth areas, with quarterly check-ins to assess progress
- Example : Use weekly one-on-one meetings to review Lead Care Managers' caseloads, discuss challenging members, and provide coaching on complex care management scenarios
- Example : Structure weekly team meetings to include program updates, case reviews, success story sharing, and collaborative problem-solving for challenging situations
Impact : Builds a confident, mission-driven workforce that strengthens Pacific Health Group’s reputation for excellence and compassion.
Program Development & Quality Assurance
Purpose : Drive operational excellence and measurable health improvement.
Establish comprehensive benchmarks and performance metrics for the ECM programDesign and implement quality assurance protocols to monitor service delivery and member outcomesDevelop standardized workflows and procedures to ensure consistency across countiesExample : Create a dashboard tracking key performance indicators such as member engagement rates, hospital readmission reductions, and health outcome improvements with monthly reporting to stakeholdersExample : Review staff performance metrics during weekly one-on-ones, identifying trends and providing real-time guidance for improvement opportunitiesExample : Use weekly team meetings to review program-wide performance data and collaboratively develop improvement strategiesImpact : Enhances program accountability, improves care coordination, and delivers measurable results in health equity and member satisfaction.
Member Services Oversight
Purpose : Ensure every member receives the right care, at the right time, in the right way.
Ensure Lead Care Managers conduct regular in-person visits with ECM membersMonitor frequency and quality of member interactions through documentation reviews and ride-alongsImplement strategies to improve member engagement and satisfactionExample : Institute a monthly audit process reviewing 10% of member files to verify appropriate in-person visit frequency, comprehensive assessment completion, and personalized care planningExample : Utilize weekly one-on-one meetings to review challenging member cases and collaboratively develop intervention strategies with Lead Care ManagersExample : Dedicate time during weekly team meetings for case presentations of complex members, allowing for multi-perspective problem-solving and shared learningImpact : Improves outcomes, reduces hospital readmissions, and reinforces Pacific Health Group’s reputation for compassionate, person-centered care.
Cross-Functional Collaboration
Purpose : Build integrated partnerships that close gaps in the care continuum.
Serve as liaison between the ECM program and healthcare partners, including hospitals, primary care providers, and community organizationsCollaborate with data analytics team to track program outcomes and identify improvement opportunitiesPartner with compliance department to ensure adherence to regulatory requirementsExample : Establish quarterly collaborative meetings with hospital discharge planners to improve care transitions and reduce readmission rates for high-risk membersExample : Provide updates during weekly team meetings on cross-departmental initiatives and partnership opportunitiesImpact : Strengthens organizational relationships, enhances service delivery, and positions Pacific Health Group as a trusted community health leader.
Budget & Resource Management
Purpose : Steward organizational resources to maximize community impact.
Develop and manage program budget, including staffing, operational costs, and member support resourcesAllocate resources efficiently across counties based on member needs and program prioritiesTrack and report on program expenditures and return on investmentExample : Create a resource allocation model that adjusts staffing levels based on member acuity and geographic considerations while maintaining cost-effectivenessImpact : Optimizes financial stewardship, enabling greater reinvestment in programs that directly support member well-being.
Program Innovation & Growth
Purpose : Advance the future of care delivery through creativity and continuous improvement.
Identify opportunities to enhance program effectiveness through innovative approachesDevelop proposals for program expansion or new service offeringsStay current on industry best practices and integrate relevant approachesExample : Pilot a telehealth component to supplement in-person visits for rural members, evaluating impact on engagement and outcomes before regional implementationImpact : Shapes the evolution of Enhanced Care Management within Pacific Health Group, fostering scalable, sustainable solutions that expand access to care.
Additional Examples of ECM Program Manager Role
Weekly Meeting Management
Design an effective weekly team meeting structure that balances operational updates, case reviews, professional development, and team buildingRotate meeting facilitation responsibilities among Lead Care Managers to develop leadership skills across the teamImplement a "bright spots" segment in weekly team meetings where staff share success stories and effective intervention strategiesUse weekly team meetings as an opportunity to recognize staff achievements and celebrate program milestonesOne-on-One Meeting Management
Maintain a structured agenda template for weekly one-on-ones that includes caseload review, performance metrics discussion, professional development check-in, and resource needs assessmentDocument key discussion points and action items from each one-on-one meeting, with follow-up tracking to ensure completionUse these meetings to identify systemic issues that may require program-wide solutions or policy adjustmentsDevelop individualized coaching approaches for each Lead Care Manager based on their learning style, experience level, and areas for growthTeam Leadership & Development
Implement a structured mentorship program where you pair new Lead Care Managers with experienced ones across different counties to facilitate knowledge transfer and consistent practice standardsLead quarterly regional training sessions focused on complex case management strategies, addressing topics like managing members with co-occurring behavioral health and chronic medical conditionsCreate a cross-county peer learning community where Lead Care Managers can share best practices and problem-solve togetherOperational Management
Lead Monday morning operational huddles with all Lead Care Managers to review the week's priorities, address staffing challenges, and highlight critical member situations requiring attentionReview and analyze weekly performance dashboards showing county-by-county metrics on member engagement, visit completion, and outcome measuresConduct bi-weekly case conferences focused on complex members who require multi-disciplinary approaches or have challenging barriers to engagementStakeholder Management
Prepare and present quarterly program performance reports to health plan leadership, demonstrating impact on utilization, quality measures, and member outcomesDevelop and maintain relationships with county behavioral health directors to improve coordination for members with mental health and substance use disordersCreate and distribute a monthly ECM program newsletter highlighting success stories, best practices, and upcoming initiatives for internal and external stakeholdersQualifications
Education & Experience
Master's, or Bachelor's degree in Healthcare Administration, Public Health, Nursing, or related field5+ years of experience in healthcare management, with at least 3 years in care / case management servicesMinimum of 2 years of direct experience working in Enhanced Care Management programs or equivalent intensive care management initiativesDemonstrated understanding of ECM program requirements, populations of focus, and care management best practices specific to high-need Medicaid populationsPrevious supervisory experience managing teams across multiple locationsKnowledge & Skills
Thorough understanding of care management principles and practicesStrong knowledge of healthcare delivery systems and Medicaid / Medicare programsIn-depth familiarity with California's ECM program structure, reporting requirements, and quality metricsExperience interpreting and implementing ECM policy guidance and requirements from the Department of Health Care ServicesExcellent analytical skills to evaluate program effectiveness and implement improvementsAdvanced proficiency in healthcare data analysis and quality improvement methodologiesPersonal Attributes
Exceptional leadership abilities with demonstrated success in team developmentStrong communication and interpersonal skillsAbility to manage multiple priorities in a fast-paced environmentCommitment to person-centered care and health equityWorking Conditions
Regular travel (50-60%) to county sites throughout CaliforniaOccasional evening / weekend availability for special program initiatives or urgent situationsThis position offers an opportunity to make a significant impact on vulnerable populations through innovative care management approaches while leading a dedicated team of healthcare professionals across California.
Compensation and Benefits
Job Type : Full-time
Pay : $80,000.00 - $90,000.00 per year
Work Location : On the road
Benefits & Perks
160 Hours of Paid Time Off (PTO)12 Paid Holidays per year, including your birthday and one floating holiday granted after 1 year of employment4 Paid Volunteer Hours per Month to support causes you care aboutBereavement Leave, including Fur Baby Bereavement90% Employer-paid Employee-Only Medical BenefitsFSA | Dependent Care Account401(k) with Company MatchMonthly StipendShort-Term & Long-Term Disability | AD&DEmployee Assistance Program (EAP)Employee Discounts via Great Work Perks and Perks at WorkQuarterly In-Person EventsFully remote work within CaliforniaOpportunities for professional development and internal growthEqual Employment Opportunity
Pacific Health Group, along with its divisions, is a proud Equal Opportunity Employer. We embrace diversity and are devoted to creating an inclusive environment for all employees. Our commitment is to ensure equal employment opportunities for every qualified candidate, irrespective of race, religion, gender, sexual orientation, gender identity, age, national origin, citizenship, disability, marital status, veteran status, or any other status protected by federal, state, or local laws.
At Pacific Health Group, we recognize the importance of accessibility and are dedicated to provide reasonable accommodations for individuals with disabilities. We believe that our strength lies in our diversity, and we are committed to building a workforce that reflects the varied communities we serve. Join us in a workplace where everyone's contributions are valued and respected.
Pre-Employment Requirements
Must reside within / adjacent to the Northern / Central California county regions assignedEmployment is contingent upon the successful completion of a background check.Possess a valid California Driver’s License (Class C minimum), maintain a personal, operable vehicle for daily business use, and carry current liability insurance that meets California's minimum legal requirements. All selected candidates will be required to pass a Motor Vehicle Report (MVR) background check prior to employment.Please DO NOT contact employer regarding your application status, thank you!
Job Application & Offer Disclaimer
Pacific Health Group is committed to maintaining a transparent, lawful, and secure hiring process in compliance with California labor laws and employment standards. No candidate will be offered employment without meeting the required qualifications and skillset for the position and successfully completing all steps of our recruitment process, which include :
Submission of a completed internal application via our HRIS systemA formal pre-screen with our recruiting teamCompletion of a skills assessment (if applicable to the position)Participation in a final interview with hiring leadershipReceipt of a formal verbal offer from our authorized hiring team⚠️ Important Notice : Any message, onboarding link, or communication that claims to represent Pacific Health Group but bypasses the steps listed above is not valid and not authorized by the company. Candidates are advised not to click on or respond to such messages. For verification, candidates may contact the Pacific Health Group Human Resources Department directly.
AI & Human Interaction (HI) in Recruitment
Pacific Health Group is committed to fairness, equity, and transparency in our hiring practices. We use AI (Artificial Intelligence) tools to help match candidate resumes against our job descriptions, focusing on qualifications, skillsets, and location.
All resumes that meet these criteria are then reviewed by HI (Human Interaction) — our recruiting and HR team. Pacific Health Group remains true to our Equal Employment Opportunity (EEO) statement , ensuring that every candidate is given fair and consistent consideration.
Requirements
Pre-Employment Requirements
Must reside within / adjacent to the Northern / Central California county regions assignedEmployment is contingent upon the successful completion of a background check.Possess a valid California Driver’s License (Class C minimum), maintain a personal, operable vehicle for daily business use, and carry current liability insurance that meets California's minimum legal requirements. All selected candidates will be required to pass a Motor Vehicle Report (MVR) background check prior to employment.Benefits
Benefits & Perks
160 Hours of Paid Time Off (PTO)12 Paid Holidays per year, including your birthday and one floating holiday granted after 1 year of employment4 Paid Volunteer Hours per Month to support causes you care aboutBereavement Leave, including Fur Baby Bereavement90% Employer-paid Employee-Only Medical BenefitsFSA | Dependent Care Account401(k) with Company MatchMonthly StipendShort-Term & Long-Term Disability | AD&DEmployee Assistance Program (EAP)Employee Discounts via Great Work Perks and Perks at WorkQuarterly In-Person EventsFully remote work within CaliforniaOpportunities for professional development and internal growth
