Care Coordinator Supervisor

Job Summary
The Supervisor of Care Coordination provides day-to-day leadership and operational oversight for an assigned Care Coordination team supporting Empower PASSE members. This role is responsible for staff supervision, workflow management, quality and compliance monitoring, performance management, training, escalation support, and achievement of applicable contractual, regulatory, operational, and service-level requirements.

The supervisor promotes person-centered, timely, coordinated care and collaborates with internal departments, providers, and community partners to support member health, independence, continuity of care, and community integration.

Essential Duties and Responsibilities:

Duties may include, but are not limited to:
 

• Provide daily supervision, guidance, and workload oversight for care coordinators and their assigned member caseloads.
• Conduct regular one-on-one supervision with direct reports, at a minimum biweekly, and provide coaching, feedback, performance management, and professional-development support.
• Monitor staffing, caseload distribution, productivity, timeliness, documentation quality, and compliance with applicable Empower policies, PASSE requirements, and contractual obligations.
• Conduct or oversee case audits to evaluate care coordination quality, documentation accuracy, efficiency, member engagement, and adherence to required processes.
• Monitor team performance against applicable service-level agreements, quality measures, performance guarantees, and operational goals; develop and implement corrective actions as needed.
• Facilitate and participate in team meetings, clinical conferences, staff education, and new-hire training.
• Provide operational escalation support for complex members, provider, and care-coordination issues in accordance with established policies, clinical protocols, and scope-of-practice requirements.
• Review Person-Centered Service Plans for completeness, quality, and compliance; coordinate corrections and approvals in accordance with Empower’s approved clinical-governance process.
• Review members' needs and key indicators, including independent assessment activity, member satisfaction feedback, transitions, and terminated-member trends, to support continuity of care and membership retention.
• Analyze reports and data for assigned teams; identify trends, risks, barriers, and opportunities for improvement and communicate findings to leadership.
• Partner with Compliance, Quality, Human Resources, and other internal departments on audits, investigations, corrective-action plans, performance concerns, and disciplinary matters.
• Assist in developing, implementing, and maintaining departmental policies, procedures, workflows, job aids, and training materials.
• Ensure timely completion of administrative responsibilities, including timecard review and approval and mileage tracking, in accordance with company policy.
• Maintain confidentiality and protect members, employees, and proprietary information in compliance with HIPAA, applicable privacy laws, and company policy.
• Perform other duties as assigned.