Role Description As the Care Team Manager, you will play a critical role in our whole-person, interdisciplinary care model. You will be responsible for directly outreaching and engaging with individuals living with Serious Mental Illness, Substance Use Disorder, experiencing homelessness, and/or those who have high medical needs. We believe in the power of trust and relationships to successfully engage those who may have never received the kind of whole-health care that Pair Team can provide. You will focus on building relationships and providing ongoing support to individuals whose quality of life can be improved with the Enhanced Care Management benefit. With lived experience in the local community, you will serve as an empathetic problem-solver, collaborating closely with partner clinics, community organizations, and Pair Team’s care coordinators. You will manage six interdisciplinary pods, which includes supporting up to 18 Lead Care Managers (LCMs) at a time to drive high-quality patient care and effective engagement strategies for individuals with complex medical and social needs. This role is ideal for a dynamic leader with a multidisciplinary care team background who can navigate and support a collaborative care model. You should be passionate about improving healthcare access and outcomes for underserved communities. Note: Internally, this role is referred to as a Lead Care Manager, Team Manager. What You’ll Do - Lead and Develop Your Team: Build trust and strong relationships with Lead Care Managers. Provide 1:1 coaching, support, and management to ensure high performance and team cohesion. - Ensure Quality of Care: Conduct bi-weekly audits of LCM work to maintain high-quality patient care, including timely and clear documentation, up-to-date tasks, and tailored care plans. - Monitor Performance Metrics: Utilize dashboards to track key metrics and ensure they are trending positively. Be the first point of contact for escalations and troubleshooting. - Training and Onboarding: Assist with the development and implementation of new hire and ongoing training programs. Support the LCM interview process and own the upkeep of Standard Operating Procedures (SOPs). - Foster Collaboration: Serve as the primary liaison between LCMs, their assigned clinics, their care plans (including community supports), and cross-functional stakeholders. Promote effective communication across internal teams, clinic partners, and external healthcare providers. - Drive Process Improvement: Identify opportunities to enhance care management and coordination efforts, ensuring recommendations are communicated effectively across the healthcare team. Qualifications - At least 2 years of experience managing large individual contributor teams, ideally in a healthcare or community care setting. - 2+ years of experience with community engagement, patient navigation, or social work. - Experience in a care team background, navigating multidisciplinary collaborative care models. - Bilingual – English/Spanish. - Strong understanding of cultural fluency and knowledge of community resources. - Demonstrated experience working with individuals with complex chronic needs, such as homelessness or severe mental illness/substance use disorder. - Technical proficiency with CRM databases, basic Excel, Word, email, and video conferencing tools. - Must have a quiet, HIPAA-compliant at-home work environment with reliable internet and cell phone access. Preferred Qualifications - Demonstrated professional or personal lived experience working closely with individuals experiencing complex chronic needs, homelessness, or Severe Mental Illness/Substance Use Disorder. - 3+ years of case management experience. - Experience with motivational interviewing. - Knowledge of medical terminology. - Zest for problem solving, seeking answers, and thinking outside the box. - Detail-oriented and organized self-starter who is a rockstar multitasker. - Reliable and comfortable in an ever-changing environment. Benefits - Salary: $70,000 - $80,000. - Comprehensive health, vision & dental insurance. - 401k. - Equity compensation package. - Monthly $100 work from home expense stipend for your WFH days. - Gas reimbursements for your on-site engagement days. - Flexible vacation policy -- take the time you need to recharge! - We provide all of the equipment needed for the role. - Opportunity for rapid career progression with plenty of room for personal growth!

• All Collectors report to the Collection Manager and Team Lead • The Bilingual Collector will initiate customer contact and determine reason for delinquency evaluates customer’s financial situations and negotiates terms of repayment to bring account current • May be responsible for some skip tracing • Collector must adhere to all Bank policies, procedures and all compliance regulations

• Assesses clients' needs and eligibility for in-home services, entitlements and benefits, and manages ongoing case work and care plan management. • Conduct intakes, provide accurate information and referrals. • Screen and assist clients with applications and re-certifications for entitlements and benefits. • Advocate on behalf of clients and arrange for provision of services; develop implement and follow up on care plans. • Provide supportive counseling to clients as needed. • Maintain ongoing communication with client, family members and other collaterals as appropriate. • Maintain complete and accurate case notes utilizing the program’s data system; prepare required documentation in case file within organizational time frames. • Maintain and report on statistics according to Selfhelp standards, utilizing the program’s data system and other forms of record keeping as needed. • Actively participate in supervision and staff meetings and share any emergent issues with supervisor in a timely manner. • Facilitate and assist at social, recreational and other group activities and events. • Any other duties assigned.

• Provide excellent service to all customers • Assist customers with sales, in-store pickups and returns • Resolve customer issues and provide appropriate solutions in a timely manner