General Manager Integrated Care Management

About this role

The General Manager, Integrated Care Management, is responsible for the operational leadership, performance management, and scalable execution of Intention Healthcare's integrated care management model, designed to keep some of the most vulnerable patients in our care stable, supported, and out of the hospital.

The role oversees a team of Care Management and RPM Supervisors, each responsible for a set of provider pods and the Integrated Care Coordinators supporting their attributed patient panels. The General Manager is accountable for ensuring that supervisors, coordinators, provider pods, and centralized support teams operate against a common set of expectations for patient engagement, clinical follow-through, documentation compliance, billing readiness, productivity, and provider satisfaction, and for building an operation where every layer of that structure is working, ultimately, on behalf of the patient at the center of it.

This position translates organizational strategy into consistent daily execution across a multi-program, panel-based care model. This is a fully in-person role.

The Integrated Care Management

Care management works when a patient has one consistent point of contact, someone who knows their history, coordinates what needs to happen next, and follows through until it does. For patients managing chronic illness at home, that continuity is often what allows a medication issue to be caught before it becomes an admission, or a housing crisis to be resolved before it becomes a hospitalization. Every program, workflow, and system in this model exists to support that relationship.

Intention Healthcare's care management model is built on continuity of relationship. Each patient is assigned to a single Integrated Care Coordinator who is accountable for that patient across every program for which they are eligible, rather than assigning patients to separate coordinators by program. This structure is intended to reduce duplicative outreach, consolidate accountability, and allow the coordinator to develop sufficient familiarity with the patient to identify clinical deterioration and unmet need early.

The coordinator serves as the patient's operational point of contact across the care continuum: conducting structured monthly assessments, coordinating appointments and referrals, monitoring medication adherence and remote monitoring data, addressing social determinants of health, and escalating clinical concerns to the treating provider.

Care management activity is funded through Chronic Care Management, Advanced Primary Care Management, Principal Illness Navigation, Community Health Integration, Behavioral Health Integration, Remote Patient Monitoring, and the New York State Health Home program. Each carries distinct eligibility, service, documentation, and billing requirements, and this role is accountable for compliant execution across all of them.

• Ensure Integrated Care Coordinators meet program-specific productivity, documentation, and time threshold requirements.
• Monitor completion rates, monthly activity capture, billing readiness, and documentation quality across all programs.
• Ensure workflows comply with CMS requirements, New York State Medicaid and Health Home standards, payer rules, internal documentation standards, and audit readiness expectations.
• Partner with Revenue Cycle, Compliance, Analytics, and Product teams to improve billing capture and reduce preventable denials.
• Identify margin pressure resulting from low productivity, missed billing opportunities, documentation deficiencies, or inefficient staffing models.
• Establish accountability systems that ensure performance gaps are addressed promptly and consistently.
• Partner with centralized Lab/DI, Referral, DME, RPM, Scheduling, Clinical, Revenue Cycle, Product, Analytics, and Compliance teams.
• Escalate systemic barriers affecting pod performance, patient care, billing readiness, or provider experience.
• Support cross-departmental workflow redesign to improve turnaround time and reduce duplication.
• Ensure operational handoffs are clearly defined among provider pods, supervisors, coordinators, and centralized teams.

Education

Bachelor's degree in healthcare administration, business administration, public health, nursing, social work, operations management, or a related field required. Master's degree preferred (MHA, MBA, MPH, or MSW).

Experience

• Minimum 5-7 years of experience in healthcare operations, population health, care management, remote patient monitoring, value-based care, or clinical operations.
• Minimum 2-3 years of supervisory or management experience required; experience managing supervisors, team leads, or multi-team operational structures strongly preferred.
• New York State Health Home experience strongly preferred, including work within a Care Management Agency and working knowledge of core services, the Billing Support Questionnaire and rate code structure, MAPP/HHTS, DOH-5055 consent requirements, the CES Tool, diligent search protocol, and Medicaid recertification workflows.
• Social work background strongly preferred, including LMSW or LCSW licensure or substantive experience in case management, behavioral health, or community-based services. Direct caseload experience is valued.
• Experience with CMS care management programs, including CCM, APCM, PIN, CHI, BHI, and RPM, strongly preferred.
• Experience in provider-facing operations, panel management, home-based care, or multi-site healthcare operations preferred.

Technical Skills

• Proficiency in EMR systems (eClinicalWorks preferred).
• Experience with care management platforms such as Foothold/FCM, BAHN, or equivalent.
• Proficiency with productivity dashboards and performance tracking tools.
• Strong working knowledge of CMS care management program requirements and New York State Medicaid Health Home standards.

Core Competencies

• Operational leadership and accountability
• Multi-team performance management
• Supervisor coaching and staff development
• Data-driven decision-making
• Provider relationship management
• Population health and care management operations
• Billing readiness and compliance oversight
• Workflow redesign and process improvement
• Cross-functional execution
• Escalation management and problem-solving
• Scalable workforce planning
• Executive communication

Work Location: On-site, fully in-person at Bronx, NY, office location

Compensation: $90,000-$120,000 with performance bonus