Program Manager, Connected Care Program

Evergreen Nephrology is dedicated to transforming kidney care through a value-based, person-centered approach. They are seeking a Program Manager for the Connected Care Program who will oversee clinical operations, manage a team of care managers, and ensure high performance across multiple accounts.

Responsibilities:

• Lead Evergreen’s CCP operations across multiple service provider groups, practices, or geographic regions
• Manage a clinical workforce of 25–35 Care Managers and LVNs/LPNs, plus supporting CMA or administrative staff if applicable
• Maintain clear performance expectations, role definitions, and accountability structures across all teams
• Serve as Evergreen’s operational point of ownership for practice partners, vendor and internal leadership
• Owns performance across all CCP accounts, including:
• ≥80% monthly engagement
• ≥90% billable conversion
• Escalation timeliness (same-day)
• Documentation compliance and QA standards
• Care plan reinforcement accuracy
• Reduction in avoidable ED visits/hospitalizations where applicable
• Responsibilities include:
• Daily, weekly, and monthly monitoring of performance dashboards
• Implementing corrective action plans
• Running weekly performance huddles with Leads and CMs
• Ensuring consistent documentation quality across all accounts
• Turning underperforming teams into stable, predictable, high-output clinical units
• Build and maintain staffing ratios based on patient panel growth and acuity
• Hire, onboard, and train large cohorts of CMs/LVNs as Evergreen scales
• Implement Train-the-Trainer, QA calibration, and ongoing education programs
• Develop Leads and high performers into supervisory roles to support team growth
• Maintain clear span-of-control models for Leads vs. frontline CMs
• Ensure reliable daily/weekly scheduling, queue coverage, and patient continuity
• Ensure all CMs follow Evergreen’s two-screen model (EHR + vendor)
• Enforce documentation standards, scripting, and clinical escalation protocols
• Partner with CMs to ensure symptom assessment, triage, and oncology/nephrology issues are handled safely
• Monitor accuracy of EHR messages and routing
• Ensure all care plans are reinforced using correct clinical workflows
• Serve as Evergreen’s clinical owner for service provider account relationships
• Present data, trends, risks, and mitigation plans to providers and practice leadership
• Manage expectations around CCM outcomes, staffing, documentation, and clinical communication
• Ensure providers view Evergreen’s CCM team as a clinical extension, not a call center
• Run QA audits (documentation, call reviews, escalation reviews)
• Ensure compliance with clinical SOPs, CMS requirements, and partner expectations
• Identify and mitigate operational, clinical, or compliance risks early
• Maintain a strong engagement + billable + quality balance without sacrificing patient satisfaction

Requirements:

• Registered Nurse (RN) required; candidates must have significant clinical experience working directly with high-acuity or complex-chronic populations
• Experience managing large clinical teams (25–35 staff), ideally in care management or population health
• Strong operational leadership background in fee for services Chronic Care Management (CCM) and Transition of Care (TCM), case management, or remote care programs
• Demonstrated ability to run KPI-driven operations with clear targets and accountability
• Strong understanding of multi-chronic populations
• Experience working with EHR systems and care management platforms
• High reliability mindset with strong documentation, workflow, and process rigor
• Exceptional communication and stakeholder management skills (providers and lead clinical staff)
• Intermediate skills with MS Office Suite of products including Outlook and Teams
• Able to work effectively in a primarily remote environment: Home internet must support a minimum download speed of 25 Mbps and upload speed of 10 Mbps. Cable, Fiber, or DSL connections hardwired to the internet device are recommended
• Evergreen will provide remote employees with telephony applications and equipment to meet the business requirements for their role
• Employees must work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
• Deep understanding of nephrology, CKD progression, dialysis workflows, and chronic disease management
• Experience in value-based care, risk-bearing models, or population health strategy