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, Clinical Operations is responsible for leading and managing the day-to-day operations of a team of Community Health Workers who provide in-home and community-based support to high-risk, high-need patients. This role focuses on care coordination, patient engagement, and the delivery of services that address social determinants of health, enhance access to care, and improve overall health outcomes.

The Manager plays a critical role in hiring, onboarding, and developing Community Health Workers, ensuring consistent adherence to established workflows, documentation standards, and compliance requirements. This individual partners with clinical leaders, clients, and community partners to streamline operations, strengthen team collaboration, and ensure all patient interactions align with Upward Health’s care delivery model.

The Manager oversees the daily performance and professional development of Community Health Workers, ensuring efficient operations and high-quality patient support. The Manager monitors caseloads, adjusts assignments based on patient needs, and ensures timely completion of outreach, assessments, and follow-up activities. This role emphasizes data-driven decision-making - reviewing key performance indicators (KPIs), engagement outcomes, and documentation metrics to identify trends and guide improvement efforts.

The Manager is accountable for ensuring that all team activities are compliant with client and regulatory standards while maintaining patient-centered care as the core priority. This includes reinforcing care coordination practices that strengthen communication between Community Health Workers, providers, and other members of the care team. The Manager also leads process improvement initiatives designed to increase efficiency, reduce barriers to care, and enhance patient satisfaction.

This position requires strong time management, organization, and communication skills to coordinate across multiple teams and stakeholders. The Manager fosters a culture of accountability and growth, ensuring that Community Health Workers receive coaching, feedback, and ongoing support to excel in their roles and prepare for future responsibilities within care coordination.

Skills Required:

• Bachelor’s degree in healthcare, social work, public health , or a related field (or equivalent experience).
• Minimum of 2 years of leadership experience managing non-clinical or community-based care teams.
• Experience in care coordination, population health, or community health preferred.
• Proven track record in analyzing data, making decisions, and implementing improvements in a fast-paced setting.
• Excellent interpersonal skills with the ability to influence and interact with clients and community partners at all levels.
• High level of flexibility and adaptability, particularly in an evolving, rapidly growing company.
• Strong communication skills, both written and oral, with the ability to communicate proactively and clearly with team members.
• Experience in managing Medicare and Medicaid populations preferred.
• Ability to travel throughout the market, with occasional travel within the US.
• Knowledge of quality metrics for value-based care models or quality improvement programs is strongly preferred.

Key Behaviors:

Leadership:

• Lead by example, fostering a collaborative and high-performing culture while supporting the growth and development of team members.

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.

Efficiency Focused:

• Prioritize work to meet deadlines while maintaining high standards of care and service delivery.

Accountability:

• Ensure team members adhere to established protocols and performance standards, with a focus on continuous improvement.

Competencies:

Clinical Operations Management:

• Experience managing clinical processes such as onboarding, care plan development, and patient reassessments.
• Ability to measure and manage key performance indicators (KPIs) effectively.

Team Leadership & Development:

• Demonstrated ability to manage and coach multidisciplinary teams,..
• Experience with hiring, training, and mentoring clinical and non-clinical staff.

Data Analysis & Decision-Making:

• Strong analytical skills to assess performance metrics and develop actionable plans for improvement.
• Ability to make data-driven decisions to enhance clinical outcomes.

Client & Partner Collaboration:

• Ability to work with internal and external partners to ensure alignment with service agreements and achieve client satisfaction.
• Excellent relationship management with clients and team members.

Compliance & Regulatory Knowledge:

• Knowledge of federal, state, and local healthcare regulations.
• Ensures clinical operations align with accreditation standards, regulatory requirements, and client needs.

Cultural Competency & Engagement:

• Ability to foster a strong team culture focused on coaching, collaboration, and employee engagement.
• Ability to engage with staff in a way that attracts, retains, and develops top-quality employees.

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.