Care Team Manager

Care Team Manager 

Location: New York City

FLSA Status: Exempt

Job Status: Full Time

Work Model: Remote

Work Schedule: Monday–Friday with occasional evenings and/or weekends

Vehicle Required: Yes

Amount of Travel Required: 15%

Positions Supervised: Community Guides

Reports To: Assistant Director of Care Team Operations

At Reema Health, we believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life’s challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets our members where they are, and understands the community’s resources — can ease those burdens. Our mission-driven and member-focused company is seeking an experienced and self-motivated Care Team Manager.

The Care Team Manager role holds a supervisory scope of work while balancing a small member portfolio, which reflects the work of the Community Guides at a leadership capacity.  The Care Team Manager regularly works from a computer or tablet, participates in and facilitates virtual meetings, and engages in text messages and calls to and from members. The Manager leads by example in supporting our mission, is a champion of team leadership, and is accountable for our Care Team Program and its Community Guides. They respond to concerns respectfully, constructively, and in a timely manner. The Manager possesses an innate ability to solve problems independently, and also works collaboratively with cross-functional partners to achieve goals and support the Care Team. The Manager effectively communicates and empowers Community Guides to meet goals and create meaningful relationships with our members. Their contributions are seen as paramount to Reema’s engagement within the community. 

This role spends approximately 90-95% of the time on leadership responsibilities:

• Play an active role in the onboarding and mentoring of new Care Team Managers.
• Collaborate with other care team managers in order to enhance delivery of high-quality care services 
• Act as a key collaborator for Product work to support effective user experience.
• Have a thorough understanding of Reema’s program including the goals, expectations, and metrics for Community Guides and Community Outreach Specialists, individually and as a team. Be accountable to these metrics and clearly communicate expectations that are meaningful and in alignment with Reema’s values.
• Champion change management and effectively lead remote Care Teams through ambiguity and innovation. You are excited to join a fast-paced startup company that is constantly changing and redefining itself.
• Understand client contracts and initiatives and effectively communicate changing priorities, ensuring teams are aligned and accountable to meet client expectations.
• Establish structures and processes that cultivate communication and accountability to effectively sustain the team, such as: facilitating regular 1:1 meetings with Guides; setting and monitoring individual Guide goals around metrics, Guide activity, and/or member interactions, leading engaging in-person and virtual team meetings, Case Reviews, Community Volunteering, and Team Building Events.
• Actively review Community Guide performance to consistently and effectively deliver feedback and recognition.
• Assist in executing the company’s talent strategy, including recruitment, onboarding, and training of care team members. Ensure diverse teams are formed with varied perspectives and experiences.
• Provide support and supervision to Guides within assigned teams; including researching resources for members.
• Become a champion for partnered outreach and display a willingness to support other Community Guides in their community outreach. 

• Ensure the entire team maintains confidentiality of PHI and abides by HIPAA and software security policies and training.

This role spends about 5-10% of the time on direct service responsibilities with their members: 

• Establish trusting relationships with members through an empathetic, strength-based, and trauma-informed approach.
• Utilize text messaging, phone calls, home visits, and other face-to-face communication as a primary means of engagement to meet member needs.
• Be knowledgeable about community resources appropriate to support the needs of members. Make referrals to community resources, follow-up with members, and attend appointments as necessary.
• Remain a steadfast component of each members’ support system, being there in crisis and through everyday life challenges.
• Encourage members towards independence and autonomy.

Job responsibilities to grow and change as business necessitates.

Education, Experience and Skills:

• Bachelor’s degree in Social Work, Human Services, Psychology, Health Sciences, or other related fields. Years of related experience can be substituted for years of completed education towards a bachelor's degree
• Five years of program management/supervision experience in healthcare, community-based and/or social work settings
• Five years of direct experience with local population or community to be served and knowledge of the community
• Experience expanding and scaling front line teams through hiring, onboarding, and training efforts
• Proficiencies in critical thinking, strategic thinking, time management, and prioritization
• Knowledge of crisis planning, case management, and/or behavioral health
• Strong propensity towards building and maintaining relationships
• Proven ability to initiate conversation and create connections quickly
• Proven ability to develop, adapt, and execute outreach plans
• Working knowledge of all related computer and software applications such as Microsoft Word, Outlook and Excel, and Video Conferencing required; G-Suite preferred

Qualifications & Position Requirements:

• 18 years of age or older
• Qualified applicants must have flexible and reliable access to transportation, a valid Driver's License, Vehicle Insurance, and a satisfactory driving record
• Comply with federal, state and local regulations regarding patient confidentiality HIPAA
• Use technology-based tools and systems daily
• Lift and carry up to 25 pounds occasionally

Benefits: 

• Competitive Salary Package
• Medical, Dental, and Vision Insurance
• HSA and FSA Options
• 401(k) Retirement Savings with Company Match
• Employee Assistance Program
• Flexible Schedules and Remote Work
• Technology Stipend
• Mileage Reimbursement
• Accrued Paid Time Off
• Paid Family and Medical Leave

As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws.

All candidates who have received a written offer for this position will be required to undergo drug testing for commonly abused controlled substances in accordance with the company’s policy. Hires are contingent upon candidates producing satisfactory results from the pre-employment drug test.

Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.