Patient Care Coordinator Lead

Description

About Wellness Equity Alliance

Wellness Equity Alliance is a national multidisciplinary health organization that designs and delivers integrated, community-based care for populations most impacted by health inequities. We do this through mobile and field-based models, providing medical care, behavioral health services, substance use treatment, harm reduction, and care coordination in nontraditional settings such as encampments, schools, reentry sites, and rural communities, as well as with sovereign tribal nations. Grounded in trauma-informed, culturally responsive, and data-driven practices, WEA combines clinical expertise, lived experience, and advanced population health analytics to reduce barriers to care, improve continuity, and strengthen local systems. We have partnered with more than 60 public agencies, managed care plans, and community-based organizations across the U.S. to implement scalable, sustainable programs that are advancing health equity and improving outcomes for historically marginalized populations.

We are known as Renegades, Rebels, Disruptors, and Dreamers. If that sounds like you, we want you on our team.

Position Summary

The Patient Care Coordinator Lead (PCC Lead) is a senior member of WEA's Call Center team and the second position in the Call Center's structure. The role combines two responsibilities:

• About 80%: outreach, enrollment, and care management. You will reach prospective CalAIM members by phone and connect eligible individuals to WEA's Enhanced Care Management (ECM) and Community Supports programs. You will also serve as Lead Care Manager for an assigned caseload of enrolled members.
• About 20%: Call Center operations. You will support and oversee Call Center workflows, quality, and day-to-day performance.

Care management in this role is delivered by telephone. The position is hybrid. About 60% of the time you will work in person at one of our Los Angeles, San Bernardino, or Coachella Valley sites, alongside our Street Medicine, Behavioral Health, and care teams. The rest of the week you will work remotely.

The PCC Lead has growth built in. The position has no direct reports at this time, but it is expected to take on expanded leadership and supervisory responsibilities as the Call Center grows.

The ideal candidate is compassionate and organized, and stays steady on the phone with people who are hesitant or hard to reach. They are comfortable helping teammates succeed and committed to improving health outcomes for historically marginalized communities.

Key Responsibilities

Outreach and Enrollment (part of the roughly 80% core role)

• Conduct high-volume outbound telephone outreach to prospective CalAIM members identified through health plan referrals, community referrals, and internal lead lists.
• Explain WEA services, ECM, and Community Supports in plain language, and build rapport with individuals who may be hesitant or difficult to reach.
• Screen individuals for program eligibility and interest, and complete enrollment or schedule enrollment appointments.
• Meet daily outreach targets for call volume, successful contacts, and enrollment conversion.
• Track outcomes and disposition codes accurately.

Lead Care Management – Telephonic (part of the roughly 80% core role)

• Serve as the primary point of contact for an assigned caseload of ECM members, coordinating their medical, behavioral health, substance use, dental, and social service needs.
• Complete comprehensive assessments of members' health, behavioral health, and health-related social needs, using WEA tools and following health plan requirements.
• Develop, implement, and update person-centered care plans with members, using motivational interviewing, coaching, and other evidence-based approaches.
• Coordinate care across primary care, specialists, behavioral health, pharmacies, and community partners, including scheduling appointments and arranging transportation.
• Support transitions of care to prevent avoidable readmissions. This includes timely follow-up after emergency department visits, hospital discharges, and release from incarceration.
• Connect members to Community Supports, including housing navigation, recuperative care, and other services that address health-related social needs.
• Monitor progress toward care plan goals and identify barriers. When a plan needs to change, bring the member to a case conference with the multidisciplinary care team.
• Escalate urgent clinical, behavioral health, or safety concerns to clinical staff according to WEA protocols.

Operational Support and Oversight (about 20%)

• Provide day-to-day operational support to the Call Center. This includes monitoring queues, call volume, and daily outreach and enrollment targets, and flagging gaps to leadership.
• Serve as a first-line resource for Call Center staff on complex calls, eligibility questions, workflow questions, and escalations.
• Assist with onboarding, training, and ongoing coaching of new Patient Care Coordinators, and support peer shadowing and knowledge sharing.
• Review documentation, dispositions, and call quality for accuracy and compliance. Share findings with leadership to support quality assurance and audits.
• Support reporting and tracking of Call Center performance metrics, and help identify trends, barriers, and opportunities for process improvement.
• Assist with scheduling coverage, work distribution, and workflow coordination across the Call Center in partnership with leadership.
• Act as a point of contact for health plan and internal partners on Call Center operational questions, as directed by leadership.
• Contribute to developing and refining Call Center policies, scripts, and procedures.
• Prepare for expanded leadership and supervisory responsibilities as the Call Center grows.

Team and In-Person Work

• Work on site about 60% of the time, taking part in team huddles, case conferences, trainings, and community events.
• Coordinate warm handoffs with Street Medicine, Care Managers, Housing Navigators, and clinical staff.
• Participate in quality improvement initiatives and help improve outreach and care management workflows.

Compliance and Documentation Standards

• Document all outreach, member interactions, assessments, and care plans in real time, using approved systems and workflows.
• Complete follow-up activities within established turnaround times.
• Adhere to all documentation, privacy, and regulatory requirements, including HIPAA, CalAIM ECM and Community Supports requirements, and health plan contractual standards.
• Participate in routine quality assurance reviews, audits, and coaching sessions.

Knowledge, Skills, and Abilities

• Strong interpersonal and relationship-building skills, with the ability to build trust over the phone.
• Ability to engage individuals from diverse backgrounds with cultural humility and a trauma-informed approach.
• Ability to manage high-volume outreach, an ongoing care management caseload, and operational support duties at the same time.
• Ability to work independently with minimal day-to-day direction, exercising sound judgment and knowing when to escalate.
• Ability to coach and support peers constructively, and to model best practices on the phone and in documentation.
• Strong problem-solving, critical-thinking, and organizational skills.
• Professionalism and empathy when working with people experiencing homelessness, serious illness, substance use, or crisis.
• Commitment to WEA's mission of advancing health equity and improving access to care.

Requirements

Minimum Qualifications

• High school diploma or equivalent.
• At least two (2) years of experience in patient services, healthcare outreach, call center operations, care coordination, case management, or a related field.
• Demonstrated experience as a lead, trainer, or go-to resource for peers in a call center or care coordination setting.
• Excellent verbal communication and active listening skills.
• Strong documentation skills and proficiency with Microsoft Office and web-based applications.
• Ability to travel to and work on site at a WEA location in Los Angeles, San Bernardino, or the Coachella Valley.

Preferred Qualifications

• Bilingual in English and Spanish (strongly preferred).
• Experience as a care manager, case manager, or care coordinator for Medi-Cal members.
• Experience with CalAIM, ECM, Community Supports, or population health programs.
• Prior experience in a lead or supervisory role, or interest in growing into one.
• Training in motivational interviewing, trauma-informed care, harm reduction, or de-escalation.
• Experience using electronic health records (EHRs), CRM systems, or care management platforms.
• Associate's or bachelor's degree in social work, public health, psychology, or a related field.

 Position Classification and Supervision

• FLSA status: Hourly, non-exempt.
• Direct reports: None at this time. Supervisory responsibilities are anticipated as the Call Center grows.
• Reports to: Call Center Leadership.

Working Conditions

• Hybrid: about 60% on site at a WEA location in Los Angeles, San Bernardino, or the Coachella Valley, and the remainder remote.
• Extended periods of telephone communication and computer use.
• When working remotely, a private, HIPAA-compliant workspace with reliable internet access is required.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Ability to communicate clearly by telephone and on video conferencing platforms.
• Ability to perform the repetitive hand and wrist movements involved in computer use.

Equal Opportunity Employer

Wellness Equity Alliance is an equal opportunity employer. Reasonable accommodations are available upon request. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act and applicable local fair chance ordinances.

Third-Party Recruiting Notice: 

Wellness Equity Alliance does not currently accept unsolicited resumes or candidate submissions from third-party recruiters, staffing agencies, search firms, or other external recruiting vendors. Please do not contact hiring managers or members of our People & Culture team regarding recruitment services unless you have an existing agreement with WEA.

Any unsolicited resumes or candidate information submitted without a current, authorized agreement will be considered the property of Wellness Equity Alliance, and no placement fee or other compensation will be owed in connection with any resulting hire.

We appreciate your understanding and cooperation.