Supervisor, Care Coordination Operations

Thank you for considering a career at Bon Secours Mercy Health! Scheduled Weekly Hours: 40 Work Shift: 9pm to 6am (Philippines) Supervisor, Care Coordination Operations Job summary The Supervisor, Care Coordination Operations is a non-clinical role that will oversee the Care Coordination support services team to ensure the effective delivery of administrative support services. This role will be responsible for managing non-clinical Care Coordination Specialists who assist with patient scheduling, network navigation, and documentation of care management interactions. The supervisor will also provide professional guidance, setting performance expectations, guiding professional development, and mentorship to their teams, fostering their development and enhancing the overall performance. Essential functions ​ Supervises and supports the Care Coordination Specialists (non-clinical) in supporting care plans and providing community-based support to patients. Optimizes team performance through data-driven oversight, utilizing advanced monitoring and evaluation tools to ensure all non-clinical support meets the highest standards of service quality and clinical alignment. Prepares and presents reports on team performance, operational metrics, and service utilization to Clinical leadership. Ensures the efficient scheduling of patient appointments, network navigation, and accurate documentation of patient interactions in electronic health records. Serves as a high-level Liaison and Escalation Lead, bridging communication between families, clinical teams, and patients to resolve complex barriers to care and streamline access to specialized resources. Develops and maintains comprehensive training programs for staff to enhance their skills in the administrative functions of patient care coordination. Maintains knowledge and eventual relationships of community services and resources to effectively guide patients and families in navigating their care options. Demonstrates the ability to build a high-performing team by promoting a culture of energy and commitment, mentoring employees, supporting ongoing training and development of staff, and conducting regularly cadenced performance assessments. Directs and participates in the development, implementation, and consistent application of effective organizational administrative policies, procedures, and practices. Spearhead process improvement activities that will benefit the coordination team. Maintains leadership relationships and knowledge of services within assigned geographic location. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. Education Bachelor’s degree in a healthcare related field (required) Experience 5 years of experience in a healthcare setting, with at least 5 years in a supervisory or management role. (required) Experience in a healthcare-related environment focused on patient care coordination and support (preferred) Skills and abilities Strong understanding of care coordination processes and electronic health record systems. Excellent organizational and communication skills, with the ability to present information clearly and concisely. Demonstrated leadership skills and the ability to foster a collaborative team environment. Knowledge of care management program measures and outcomes. Experience in a healthcare-related environment focused on patient care coordination and support. Knowledge of care management principles and practices in ambulatory care settings. Experience with EPIC systems Training Ability to synthesize patient care plans and resource requirements to provide quality service. (required) Experience with EPIC systems (preferred) Experience with case management in ambulatory or transition care settings (preferred) As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way. What we offer Comprehensive HMO medical coverage, retirement plan and group life and accident insurance One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances Paid vacation and sick leave Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need) Mission-driven culture events, community outreach and service opportunities Learning and development programs, mentorship and clear career growth pathways Modern, collaborative office spaces and regular engagement and culture-building activities Benefits may vary based on employment terms and role. Department: Care Coordination - Population Health Service Organization - BSMH Global Business Systems It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment. All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law. We are committed to providing an inclusive workplace free from unlawful discrimination and harassment. If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected] . We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.