Community Health Worker (CHW) Supervisor

About CCNC: From the mountains to the coast, from large cities to small towns, Community Care of North Carolina is transforming health care. Informed by statewide data and predictive analytics, community-based care-managers work with local physicians and diverse teams of health professionals to develop whole-person plans of care that connect people to the right local resources and increase equity and access to high quality care. CCNC Mission Statement: To improve the health and quality of life for all North Carolinians by building supporting better community-based healthcare delivery systems. Position Summary The Community Health Worker (CHW) Supervisor will provide supervision to non-clinical Community Health Workers to ensure that staff are meeting expectations and standards while supporting community-based outreach, care coordination, and health education efforts. This role combines direct community engagement with team leadership, program coordination, and individualized quality oversight to include coaching CHWs to deliver consistent, high-quality service and while fostering a collaborative team environment and measurable community impact reflected by metrics. The CHW Supervisor position is a non-clinician role that works in collaboration with the Director of Health Equity and Community Engagement to establish partnerships with CCPN practices and community- based organizations to assure member outreach and engagement is occurring in alignment with CCNC goals and objectives. The CHW Supervisor will be responsible for working with the Director of Health Equity and Community Engagemen t to monitor performance metrics, ensure completion of community events and required 2-way outreach, field observations and performance evaluations are completed by the team. The CHW Supervisor will be responsible for helping to implement CHW programs and systems to ensure that CHW team has access to resource information, process workflows and training. The CHW Supervisor will also be responsible for maintaining individual assigned performance metrics for community engagement and direct member outreach targets within their geography. They will work directly with members in improving their ability to improve their health outcomes by going to members in their communities and meeting them where they are mentally and socially. Essential Functions Assist with development and implementation of the new workflows, processes, and programs as necessary to ensure CHW activities align with program goals and timelines contribute to the success of the organization Assist with facilitating monthly communication to CCPN Practices and PRRs Plan and coordinate outreach activities and community initiatives Support recruitment, selection, onboarding, and retention efforts Assist in onboarding new CHWs and be available to answer questions Assist in ongoing training in CHW core competencies (communication, documentation, cultural humility, soft skills, etc.) Ensure staff meet monthly productivity and role expectations Perform chart audits and documentation for accuracy, completeness, and timeliness Monitor service quality and client satisfaction surveys Adhere to CCNC Privacy and Security policies to ensure that patient and company data is properly safeguarded. Completing the Semi-Annual User Access review and compliance Abide by department guidelines, company policies, and HIPAA regulations. Ensure staff adherence to organizational policies, procedures, and business processes Maintain team accountability for meeting deadlines, targets, and program goals Attend Departmental and corporate meetings, local and regional training, or other events as required Track key performance indicators (KPIs) such as member engagement, outcomes, and service utilization Prepare reports for leadership, and partners Use data to inform improvements and decision-making Build and maintain relationships with healthcare providers, social service agencies, and community organizations Represent the organization at meetings, events, and coalitions Support referral network development Maintain a small caseload or step in during high-demand periods Travel using personal vehicles will be required within the region and/or the State Support CHWs in the field when necessary Provide education/training and answer questions from new CHW team members. Assist with development and implementation of the new workflows, processes, and programs as necessary to contribute to the success of the organization. Assist with Practice and Provider meetings, education and support as directed by the Director and Health Equity SME. Perform all other duties as requested. Receive and document all referrals from various sources into the Care Management documentation platform. Verify eligibility and demographic information. Assist with administrative duties to the member as necessary. Provide information for access and coordination of resources. Assist member with care coordination and health care system navigation. Advocate for members. Access multiple EHR’s to obtain and upload into the care management platform. Access to Hospital/Data or Electronic Medical Record system will be required, as necessary. Notify supervisor promptly of any issues with carrying out any duties assigned. Perform other duties that assist in keeping the operations organized and functional. Attend departmental and corporate meetings, local and regional training, or other events as required. Collaborate with appropriate leadership and team members to address member complaints. Staff Management Understand, apply, and uphold CCNC goals, objectives, and standards Provide direct supervision & conduct regular check-ins, field observations, and performance evaluations Mentor and coach staff to support professional growth and performance improvement Foster a positive, mission-driven, informed and collaborative team culture Ensure transparency, consistency, and fairness in staff management practices Facilitate team meetings and disseminate key organizational updates Use Data to drive decisions and plan/implement performance improvement strategies related to CHWs. Provide direct supervision to assigned Community Health Worker staff. Ensure CHW new hires receive appropriate orientation and mentorship. Collaborate on performance evaluations, completed in conjunction with Health Equity SME. Maintain team accountability by empowering staff to work independently and as a team to meet company and departmental deadlines, objectives, and targets. Provide conflict resolution with staff. Ensure team member adherence to policies and procedures. Disseminate communication and facilitate team meetings. Approve time sheets, expense, mileage reimbursements, and other administrative duties as required. Coordinate coverage when a team member is out of the office. Maintain a cohesive, integrated, well informed, and educated team. Provide effective leadership in staff management with respect to recruitment, selection, retention, training, evaluation, compensation, continued professional and educational development, and communication. Assure staff are well trained in and maintain compliance with all organization and department goals, policies, procedures, and business processes. Actively establish and promote a positive, diverse, and inclusive working environment that builds trust Assure standards are transparent and applied consistently, impartially, and ethically over time and across all staff members. Complete performance evaluations on direct report and set goals for performance and deadlines in line with organization goals and vision. Utilize conflict resolution and problem-solving skills to manage issues in a timely manner. Mentor and coach staff to facilitate growth for performance improvement. Qualifications High school diploma or GED required Associate or bachelor’s degree in public health, social work, or related field preferred OR Minimum 5 years of experience as a Community Health Worker or experience in a human services or health care setting with demonstrated knowledge of or ability to work and/or within a targeted community Bilingual preferred Maintain a valid driver’s license with current auto liability insurance At least 3 years of leadership, supervisory, or team coordination experience is preferred. Certifications NC CHW Certification preferred but not required. Knowledge, Skills, and Abilities Community health principles and social determinants of health Experience working in patient and clinical data systems Knowledge of geographical community resources Knowledge of state and federal benefits system Sensitivity to diversity of cultures, language barriers, health literacy and educational levels Knowledge of medical terminaology Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities. Able to shift strategy or approach in response to the demands of a situation. Cultural humility and community trust-building Computer skills and experience to include MS Office software preferred Organizational and time management skills Community trust-building and culturally responsive communication Proficient Motivational interviewing, teach-back method, and patient engagement techniques Ability to adapt to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives Ability to shift strategies based on situational needs Ability to build rapport across diverse populations Ability to manage multiple priorities effectively Working Conditions Hybrid working setting to include community settings, primary care office, or home environment Frequent interactions with members, providers, community-based organizations, and community partners. Potential exposure to primary care offices, household environments, and communicable diseases Travel will be required within the region and/or the State Routinely there may be some minor physical inconveniences or discomforts in the work setting, including sitting for moderate periods of time Must be able to utilize office equipment, computer, keyboard, and phone with or without assistive devices Repetitive wrist motion and occasional lifting/carrying of up to 25 pounds Ability to operate standard office equipment (computer, keyboard, phone) with or without assistive devices Why Join Us: Make a meaningful impact on youth and families across North Carolina Work with a supportive and collaborative care team Competitive Benefits Package effective first day of employment Opportunities for growth, training, and bonus incentives* Ready to improve the health and quality of life of all North Carolinians by building and supporting better community-based health care delivery systems? Apply today and join us in delivering compassionate care that makes a difference. This is primarily a remote position. Occasional in-person training and travel may be required.