Care Team Operations Manager

Location: Las Vegas & Reno Metro Areas

FLSA Status: Exempt

Job Status: Full Time

Work Model: Hybrid

Work Schedule: Monday–Friday with occasional evenings and/or weekends

Vehicle Required: Yes

Amount of Travel Required: 10%, Occasional domestic travel between Las Vegas, Reno and Minneapolis

Positions Supervised: Community Guides, Nurse Practitioners, Therapists

Reports To: Director of Field Strategy and Operations or Regional Manager

Reema Health is both a social care and behavioral health provider. We believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life's challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets members where they are, and understands the community's resources — can ease those burdens and effectively connect members to health care. Reema believes that using technology to support human connection and engagement can be a lifeline for those most struggling to navigate life's challenges. Our mission-driven and member-focused company is seeking an experienced and self-motivated Care Team Operations Manager who has worked with individuals living with serious mental illness and substance use disorder, and understands the unique behavioral health and social needs of this community. In this role, the Care Team Operations Manager will be working with the multidisciplinary care team to plan and provide care delivery services for members and ensure overall market operational success.

This innovative and adaptable Integrated Care Team Operations Manager is an integral part of Reema – a start-up working to transform how behavioral health care and social care work together. The Manager leads by example in supporting our mission, is a champion of team leadership, and is accountable for our Care Team Program Outcomes and the clinical and non-clinical care provided by their team. The Care Team Operations Manager will lead an integrated model of healthcare where they oversee the work across community guides, clinical psychotherapists and prescribers to provide holistic support for members. They respond to concerns respectfully, constructively, and in a timely manner. The Manager possesses an innate ability to solve problems independently, and also works collaboratively with cross-functional partners to achieve goals and support the Care Team. The Care Team Operations Manager effectively communicates and empowers Care Teams to meet goals and create meaningful relationships with our members. Our approach is to provide the right amount of care at the right time for each of our members and the Manager's contributions are seen as paramount to Reema's engagement within the community.

Reema is expanding our service delivery into behavioral healthcare, and we are looking for someone who is driven to help create the details of our care model within the ambiguity of a fast-paced startup.

Responsibilities:

• Champion change management and effectively lead remote Care Teams through ambiguity and innovation. You are excited to join a fast-paced startup company that is constantly changing and redefining itself.
• Have a thorough understanding of Reema's program including the goals, expectations, and metrics for Community Guides individually and as a team. Be accountable to these metrics and clearly communicate expectations that are meaningful and in alignment with Reema's values.
• Establish structures and processes that cultivate communication and accountability to effectively sustain the team, such as: facilitating regular 1:1 meetings with Guides; setting and monitoring individual Guide goals around metrics, Guide activity, and/or member interactions, leading engaging team meetings, leading multidisciplinary team meetings, Case Reviews, Community Volunteering, and Team Building Events.
• Actively partner with clinicians to ensure alignment for services to members, manage multidisciplinary workflows and communication, and collaborate on ensuring high quality service delivery.
• Actively review Community Guide performance to consistently and effectively deliver feedback and recognition.
• Facilitate weekly check-ins that include staffing and metrics updates, reporting, and setting monthly Care Team goals with the Director of Field Strategy and Operations.
• Provide support and supervision to Guides within assigned teams; including researching resources for members.
• Become a champion for partnered outreach and display a willingness to support other Community Guides in their community outreach.
• Participate in the hiring process by functioning as a lead partner in Care Team interviews.
• Facilitate new employee onboarding and support ongoing training and development of staff.
• Ensure the entire team maintains confidentiality of PHI and abides by HIPAA and software security policies and training.
• Initiate and maintain relationships with local community partners across the mental health continuum of care.

Job responsibilities to grow and change as business necessitates.

Education, Experience and Skills:

• Licensed Clinician in Nevada (LCPC, LCSW, LMFT)
• Three years of program management/people management experience in healthcare settings
• Five years of experience with Adolescents & Adults and knowledge of the community
• Experience tracking and managing metric-driven work to ensure quality member services, productive team and business goals
• Proficiencies in critical thinking, strategic thinking, time management, and prioritization
• Knowledge of crisis planning, case management, and/or behavioral health
• Experience working with individuals from diverse ethnic backgrounds, who have significant mental and chemical health needs, and believe that recovery is possible
• Experience working on a multidisciplinary team with clinical and non-clinical staff
• Proven ability to navigate ambiguity and creatively problem solve
• Strong propensity towards building and maintaining relationships
• Proven ability to initiate conversation and create connections quickly
• Proven ability to develop, adapt, and execute outreach plans
• Working knowledge of all related computer and software applications such as Microsoft Word, Outlook and Excel, and Video Conferencing required; G-Suite preferred

Qualifications & Position Requirements:

• 18 years of age or older
• Qualified applicants must have flexible and reliable access to transportation, a valid Driver's License, Vehicle Insurance, and a satisfactory driving record
• Offers are contingent upon passing a pre-employment drug screening and background check
• Comply with federal, state and local regulations regarding patient confidentiality HIPAA
• Use technology-based tools and systems daily
• Lift and carry up to 25 pounds occasionally

Benefits:

• Competitive Salary and Equity Package
• Medical, Dental, and Vision Insurance
• HSA and FSA Options
• 401(k) Retirement Savings with Company Match
• Employee Assistance Program
• Paid Parental Leave
• Accrued Paid Time Off
• Technology Stipend
• Mileage Reimbursement
• Flexible Schedules and Remote Work

As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws.

Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.