Program Manager, Connected Care Program

Who We Are

Evergreen Nephrology partners with nephrologists to transform kidney care through a value-based, person-centered, holistic, and comprehensive approach to kidney care. We believe patients living with kidney disease deserve the best care. We are committed to improving patient outcomes and improving quality of life by delaying disease progression, shifting care to the home, and accelerating kidney transplants.

We help nephrologists focus on the right patients at the right time across the full care spectrum. We do this by providing them with the best-in-class interdisciplinary clinical resources, analytical insight and tools, and services to patients. We listen to the needs of our patients, our employees, and our client partners, continually working to push beyond the status quo in which the care system manages patients today.

Who You Are

You are devoted, compassionate, and enjoy being on the front lines of healthcare, changing the lives of patients by supporting them and the team by focusing on customers. You’re excited about being part of a team that is building a healthcare delivery model that ensures the highest possible quality of life and best outcomes for those in our care. You believe people living with kidney disease deserve the best person-centered, holistic, comprehensive care and want to influence the healthcare system to drive towards that. You thrive in innovative and evolving environments with high rates of change.

Your Role

As a Program Manager, Connected Care Program (CCP) with Evergreen Nephrology, you are responsible for Evergreen’s CCP operations on Fee For Service Chronic Care Management across multiple service provider accounts, overseeing a clinical team of 25–35 LVNs/LPNs and Care Managers. This role is responsible for delivering a scalable, high-performance CCP program to complex patient populations.

The PM owns:

• Staffing & span-of-control for large care teams

• KPI performance across multiple accounts

• Clinical workflow adherence

• Data hygiene

• Documentation quality

• Escalation oversight

• Client and provider partnership management

• Continuous improvement and operational scaling

This is a high-accountability, metrics-driven, enterprise leadership role requiring exceptional operational discipline, clinical workflow insight, and the ability to create order and predictability across large, distributed care teams.

Role Responsibilities

This role's primary duties include the following:

• Program Leadership & Multi-Account Oversight

• • 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.

• KPI Performance, Analytics & Outcome Delivery – 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.

• Other duties consistent with this role, as assigned.

• Staffing, Capacity Planning & Team Development

• • 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.

• Clinical Workflow Governance

• • 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.

• • This PM must be deeply comfortable in complex-chronic workflows, including:

• • • CKD stages 3–5

• • • Dialysis transitions

• • • Nephrology symptom management

• • • Diabetes, CHF, COPD, mental health, hypertension

• Client, Provider & Partner Management

• • 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.

• Quality Assurance, Compliance & Risk Management

• • 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.

Required Qualifications

• 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

Preferred Qualifications

• Deep understanding of nephrology, CKD progression, dialysis workflows, and chronic disease management.

• Experience in value-based care, risk-bearing models, or population health strategy.

Success Profile

• A successful Evergreen Program Manager:

• • Champions a patient-first culture that prioritizes patient satisfaction, empathy, and a supportive care experience, ensuring every interaction improves patient trust and overall perception of Evergreen’s program.

• • Runs a high-output clinical operation across multiple accounts.

• • Drives consistent improvements in patient satisfaction scores through coaching, workflow quality, and reliable follow-up

• • Builds strong, trusting relationships with providers and practice executives.

• • Keeps teams consistently above KPI thresholds (engagement, billable, QA, escalations).

• • Maintains reliable staffing, training, and operational hygiene.

• • Brings order, structure, and predictability to complex clinical programs.

• • Identifies risks early and proactively mitigates them.

• • Demonstrates Evergreen is a credible, enterprise-grade service provider

Compensation

The pay range for this role is $120,000 to $130,000 annually. Exact pay is determined based on experience, education, demand for the role, and other role-specific factors.

This role is also eligible for an annual bonus.

Benefits

Evergreen Nephrology’s total rewards program is designed to support you in and outside of work. You can expect:

• Paid time off starting at 4 weeks for full-time employees

• 12 paid holidays per year

• Medical, dental, vision and life insurance, including an HSA with employer match

• Reimbursement for continuing medical education for eligible roles

• A 401(k) program where Evergreen matches up to 4% of contributions

• Paid parental leave

• A robust training and development program that starts with onboarding and continues throughout your career with Evergreen Nephrology

Evergreen Nephrology is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any other protected category under local, state or federal laws.

If you are an applicant with a disability who requires reasonable accommodation for any part of the hiring process, please contact us for assistance at talent@egneph.com.