ECM Manager

ECM Manager

Job Description

The ECM Manager is responsible for the overall oversight, strategic direction, and operational excellence of the Enhanced Care Management (ECM) program. This role ensures the program maintains compliance with DHCS regulatory requirements and the Managed Care Plan’s Model of Care while supporting a multidisciplinary, integrated team comprised of RN Care Managers, Behavioral Health Care Managers, Care Coordinators, and Community Health Workers. The ECM Manager provides leadership in program development, billing, reporting, and caseload management, ensuring high-quality, person-centered care for our Members.

Include the following and other duties as assigned:

Program Oversight & Compliance

• Ensure the ECM program remains in full alignment with DHCS regulatory requirements, Managed Care Plan’s Model of Care, and internal Symba Center policies.
• Oversee program billing, claims, and data integrity to ensure financial and regulatory compliance.
• Monitor performance metrics and clinical outcomes to meet enrollment and engagement targets.
• Review program outcomes and HEDIS measures to identify and address care gaps.

Leadership & Team Supervision

• Provide direct supervision and mentorship to the multidisciplinary ECM Care Team.
• Lead Systematic Caseload Review (SCR) meetings and ad hoc case reviews to ensure appropriate clinical oversight and caseload balance.
• Facilitate a collaborative working environment using evidence-based communication strategies, including motivational interviewing, for team-based case discussions.
• Manage team workflows, ensuring efficient outreach, assessment completion, and adherence to service delivery standards.

Clinical & Administrative Coordination

• Collaborate with the CalAIM Director to implement strategic growth initiatives and process improvements.
• Serve as the primary liaison between the ECM program, external partners, and healthcare providers to ensure seamless transitions of care.
• Oversee the maintenance of patient registries and ensure all care plans, screenings, and assessments are documented in compliance with MCP standards.
• Implement contingency plans during staffing shortages to maintain caseload coverage and service levels.

To perform the job successfully, an individual should demonstrate the following competencies:

Enhanced Care Management (ECM) Program Knowledge & Oversight

Demonstrates advanced knowledge of CalAIM Enhanced Care Management services, regulatory requirements, and operational practices necessary to effectively manage program performance and client outcomes.

• Comprehensive knowledge of CalAIM Enhanced Care Management (ECM), including eligibility, care coordination requirements, and Managed Care Plan expectations.
• Ability to interpret and implement DHCS regulations, Model of Care requirements, contractual obligations, and organizational policies.
• Knowledge of population health strategies, care management principles, and interventions for individuals with complex medical, behavioral health, and social needs.
• Ability to monitor program performance, enrollment, engagement, and quality metrics to improve outcomes and ensure contract compliance.
• Understanding of HEDIS measures, care gap identification, and quality improvement methodologies.

Leadership & Interpersonal Skills

Demonstrates the ability to lead multidisciplinary teams, foster collaboration, and drive program success through effective communication and decision-making.

• Ability to supervise, mentor, and develop multidisciplinary care teams while promoting accountability and professional growth.
• Strong leadership, problem-solving, and decision-making skills, with the ability to exercise independent judgment in managing program operations and staff performance.
• Excellent communication and interpersonal skills, with the ability to build productive relationships with staff, healthcare providers, managed care plans, and community partners.
• Ability to facilitate case reviews, team meetings, and collaborative discussions that support quality care and effective service delivery.
• Demonstrated ability to lead multidisciplinary teams, interpret regulatory guidelines, and manage programmatic budgets/metrics. Proficiency in Google Workspace, EHR systems, and care management platforms.

Documentation, Compliance & Quality Management

Demonstrates the ability to maintain program compliance, oversee documentation standards, and utilize data to support performance monitoring and continuous improvement.

• Knowledge of regulatory compliance requirements, documentation standards, and reporting obligations related to ECM services.
• Ability to oversee audits, monitor documentation quality, and ensure compliance with DHCS, Managed Care Plan, and organizational requirements.
• Proficiency in electronic health records (EHR), care management platforms, reporting systems, and Google Workspace.
• Ability to analyze program data, performance metrics, and clinical outcomes to identify trends, address deficiencies, and support quality improvement initiatives.
• Understanding of billing processes, claims management, data integrity requirements, and financial accountability measures.

Cultural Responsiveness & Professionalism

Demonstrates the ability to work effectively with diverse populations while promoting dignity, equity, inclusion, and person-centered care.

• Demonstrated cultural humility and ability to work effectively with individuals from diverse backgrounds and lived experiences.
• Understanding of social determinants of health, health disparities, and barriers impacting access to healthcare and supportive services.
• Ability to engage clients, staff, and community partners with empathy, professionalism, and a strengths-based, person-centered approach.
• Commitment to ethical decision-making, confidentiality, and professional integrity in all interactions.
• Promotes an inclusive, collaborative, and respectful work environment that supports continuous learning and quality service delivery.

In addition to job-specific competencies, all Symba Center employees are expected to demonstrate the following core competencies to align with the Company’s culture and core values. 

Mission & Values Alignment
Demonstrates commitment to Symba Center’s mission, values, and community outcomes in day-to-day decisions. Behavioral indicators:

• Connects personal work outputs to organizational impact.
• Prioritizes community benefit over convenience or ego.
• Uses Symba’s values in tradeoff decisions (e.g., speed vs. quality vs. equity).

Equity, Inclusion & Cultural Humility

Acts to reduce bias, increase access, and respect diverse lived experiences; seeks to understand rather than assume. Behavioral indicators:

• Uses inclusive language and practices; adapts communication styles.
• Anticipates barriers for underserved stakeholders and designs equitable solutions.
• Reflects on personal biases and invites feedback; elevates underrepresented voices.

Ethics, Safeguarding, & Compliance

Upholds legal/organizational standards, protects vulnerable populations, and reports concerns promptly. Behavioral indicators:

• Protects confidentiality.
• Follows mandatory reporting and risk protocols without delay.
• Flags conflicts of interest; chooses ethical paths even when inconvenient.

Communication & Collaboration

Shares information clearly and timely; builds trust and outcomes through teamwork. Behavioral indicators:

• Tailors messages to audience (community, funders, coworkers).
• Practices active listening; clarifies assumptions and decisions.
• Escalates issues constructively; closes the loop on commitments.

Service Mindset & Relational Stewardship

Anticipates stakeholder needs; nurtures relationships that advance impact. Behavioral indicators:

• Sets and meets expectations; follows through reliably.
• Treats every stakeholder with dignity; handles complaints gracefully.
• Balances responsiveness with boundaries and sustainability.

Operational Excellence & Accountability

Manages time, resources, and processes with integrity and discipline. Behavioral indicators:

• Meets deadlines; communicates risks early.
• Follows standard operating procedures (SOPs); improves them over time.
• Owns outcomes; corrects mistakes quickly.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

This position is primarily sedentary and is performed in a remote or office-based work environment. The employee must be able to remain stationary for extended periods while working at a computer, attending virtual meetings, and performing administrative and management functions. Frequent use of a computer, keyboard, mouse, telephone, and other standard office equipment is required.

The employee must be able to communicate effectively with staff, participants, managed care plans, community partners, providers, and government agencies through video conferencing, email, telephone, and written correspondence. Sufficient visual acuity is required to review electronic records, analyze data, prepare reports, and navigate multiple technology platforms.

Manual dexterity is required to operate office equipment and complete computer-based tasks. The ability to travel occasionally for meetings, trainings, conferences, site visits, or stakeholder engagement activities may be required. Minimal lifting may be necessary, generally limited to transporting office materials or equipment weighing up to 15 pounds.

The work environment is generally a remote or professional office setting with frequent collaboration across multidisciplinary teams and external partners. The position requires the ability to manage multiple priorities, maintain confidentiality, meet deadlines, and adapt to changing operational, regulatory, and organizational needs while demonstrating professionalism and sound judgment.

This position requires the following education and experience:

Bachelor's degree in social work, public health, nursing,, or a related field is preferred. A minimum of three (3) years of experience in healthcare management, clinical supervision, or intensive case management, ideally within a CalAIM or managed care environment is required. 

The Company, at its sole discretion and on a non-precedent setting basis, may determine that a candidate/employee with less than the required year(s) of experience/education is qualified and eligible for placement in this role because of education and/or demonstrated competencies and proficiency.

This position requires the following certifications, licenses, and/or registrations:

Current clinical license (RN, LCSW, LMFT, or similar) is highly preferred.

Ability to work flexible hours, as required, including weekends and holidays.