ECM Senior Lead Care Coordinator - Onboarding Specialist

Pacific Health Group · Foster City · $29–$32/hr (stated in the posting)

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Department: Enhanced Care Management (ECM)
Location: Hybrid (Field-Based in Hiring County)
Schedule: Monday – Friday | 8:30 AM – 5:00 PM
Compensation: $29.00 – $32.00 / hour (Non-Exempt)
Position Type: Individual Contributor (Senior / Subject Matter Expert)

About Pacific Health Group

At Pacific Health Group (PHG), our mission is to transform lives through compassion-driven, community-based healthcare. Through our Enhanced Care Management (ECM) program, we support high-needs members by addressing complex medical, behavioral, and social determinants of health—including housing instability, food insecurity, and care fragmentation. We deliver trauma-informed, person-centered care, believing that high-quality member outcomes begin with senior-level clinical and operational mentorship.

Position Summary

The ECM Senior Lead Care Coordinator – Onboarding Specialist is a senior subject matter expert responsible for setting the standard of care across the department. Designed for a seasoned ECM/CalAIM veteran, this role bridges the gap between hiring and full field autonomy by leading end-to-end onboarding, field-based mentorship, and continuous quality coaching for new Lead Care Coordinators.

Leveraging deep expertise in complex case management, CalAIM compliance, and trauma-informed interventions, you will mentor new staff through complex care coordination, rigorous audit-ready documentation, and real-time field challenges. Beyond onboarding, you will serve as a key operational partner to department leadership—refining workflows, elevating quality standards, and shaping department culture.

Core Responsibilities

Senior Onboarding & Technical Curriculum

• Lead the end-to-end clinical and operational onboarding for new Lead Care Coordinators, ensuring deep mastery of CalAIM guidelines, population health frameworks, and PHG standards.
• Facilitate advanced instruction on comprehensive assessments, care planning, motivational interviewing, trauma-informed care, and crisis de-escalation.
• Drive technical proficiency across operational platforms, including TheraPlatform, Salesmate, Monday.com, RingCentral, and health plan portals.

Field Preceptorship & Advanced Coaching

• Conduct field-based ride-alongs and home-visit observations, modeling expert outreach, field safety, rapport building, and community-based care coordination.
• Guide staff through high-acuity, high-barrier cases, modeling advanced problem-solving during crisis interventions and challenging member dynamics.
• Provide real-time, actionable feedback in field and remote settings to build staff confidence and decision-making autonomy.

Quality Oversight & Audit Readiness

• Train and audit new hires on billable vs. non-billable activity tracking, care coordination notes, and strict regulatory documentation timelines.
• Identify systemic documentation errors or quality trends, developing targeted retraining plans to maintain audit readiness across the team.
• Partner with ECM Leadership, QA, and L&D to continuously evaluate and refine SOPs, onboarding manuals, and field reference guides.

Performance Mentorship & Culture Leadership

• Support new hires through their first 90 days, tracking competency milestones and establishing performance improvement plans when necessary.
• Enforce accountability regarding productivity benchmarks, outreach frequency, caseload organization, and scheduling efficiency.
• Serve as a cultural champion—modeling professional boundary-setting, active listening, cultural humility, and compassionate accountability.

Minimum Qualifications

• Residency: Must reside in the hiring county.
• Senior Experience: 3–5+ years of direct experience in Enhanced Care Management (ECM), CalAIM, Medi-Cal managed care, or complex community-based case management.
• Demonstrated Expertise: Proven track record in clinical preceptorship, staff onboarding, field coaching, or senior-level case management leadership.
• Travel & Licensing: Valid California Driver’s License, active auto insurance meeting CA requirements, reliable personal vehicle, and ability to travel 10%–30% locally within the county.
• Technical Infrastructure: Access to a reliable personal computer for the first 21 days of employment (stipend provided) and high-speed internet meeting 200+ Mbps download / 25+ Mbps upload.
• Pre-Employment Screening: Successful completion of a background check (including MVR) and a Testlify skills assessment.

Senior Competencies & Traits

• ECM Subject Matter Expert: Deep, intuitive understanding of CalAIM policies, community resources, and complex care management workflows.
• Master Preceptor: Passionate about adult learning, coaching through complex field dynamics, and building self-sufficient care coordinators.
• Operational Anchor: Highly organized with exceptional time management, capable of balancing field coaching with documentation quality control.
• Direct & Empathetic Communicator: Able to deliver clear, constructive feedback while maintaining a supportive, growth-oriented coaching style.

Core Values

Whole-Person Care | Compassionate Service | Accountability & Integrity | Community Impact | Team Collaboration | Continuous Improvement

Equal Opportunity Employer

Pacific Health Group is an Equal Opportunity Employer committed to fostering an inclusive workplace where all employees are treated with dignity and respect. We celebrate diversity and are committed to creating an environment where individuals from all backgrounds can thrive. All qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable federal, state, or local law..

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