Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. This is a remote role that will work Pacific Time Zone business hours The Job - Contributes to the care and well-being of SCAN's most complex members, empowering members to age in place by overseeing the day-to-day operations and outcomes of a multidisciplinary care management team. - Defines daily priorities for telephonic and field staff and responsible for team compliance with all regulatory requirements, clinical standards and internal policies and procedures so staff can focus on addressing members’ care management needs, supporting navigation of the healthcare system, and responding to and resolving escalated issues with compassion and efficiency. - Implements and oversees chronic disease management programs. You Will - Supervises the day-to-day operations, productivity, and quality of a multidisciplinary team to ensure alignment with and achievement of department goals and objectives. - Monitors performance and compliance with regulatory requirements, clinical standards, and internal policies and procedures through frequent oversight of reports and auditing. This includes awareness of scope of practice and licensure requirements for functions overseen. - Provides team with ongoing performance updates and support through regular one-on-one meetings and ad hoc consultations. - Acts as subject matter expert for team, members, providers, internal and external departments for interpretation and administration of various benefits/programs, and to troubleshoot a wide range of extremely complex psychosocial and escalated access issues for dually enrolled Medicare/Medi-Cal SCAN beneficiaries and other SCAN members. - Ensures that department policy and procedures, desktop procedures, workflows, job aides, training materials, are current and accurately reflect processes to provide consistent quality care and meet compliance with regulatory requirements. - Demonstrates high level organizational, analytical, critical thinking, and leadership skills to resolve issues and assist team members with members, providers, vendors, and other internal and external departments. - Facilitates team meetings, keeps accurate documentation, and leads special projects with an ability to balance competing priorities. - Uses advanced motivational interviewing techniques to understand and accurately address member concerns, and to de-escalate when