Manager, Care Continuity

At Help at Home, we believe everyone deserves the opportunity to live safely and independently in their own home. Our teams support individuals from diverse backgrounds and communities, and we are committed to creating a workplace where employees feel respected, supported, and empowered to make a difference.

The Manager, Care Continuity leads the Care Continuity function within Client Lifecycle Operations, ensuring clients experience uninterrupted service through strong oversight of eligibility verification, authorization compliance, and timely reauthorization processes. This role is critical in protecting revenue, reducing billing risk, and maintaining regulatory compliance across the client lifecycle.

The position provides leadership to Supervisors and Specialists responsible for reauthorization management, payer coordination, escalation resolution, and related operational workflows. The Manager drives consistency, accountability, and operational discipline while proactively identifying risks that could impact service continuity or financial performance.

This role also partners closely with Revenue Cycle, Finance, Field Operations, and other cross-functional teams to ensure seamless coordination, minimize authorization-related disruptions, and support overall client retention and satisfaction.

Our Benefits: 

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan
• Paid time off and holidays
• Employee assistance programs and wellness initiatives
• Flexible options to support a balanced life

What You’ll Do:

• Ensure reauthorizations are completed prior to expiration to prevent service disruptions and billing delays.
• Maintain disciplined eligibility verification and documentation processes.
• Monitor reauthorization aging and proactively identify and address at-risk accounts.
• Reduce authorization-related denials and accounts receivable exposure.
• Manage escalation pathways for complex payer and compliance issues.
• Support overservicing controls and authorization edits.
• Ensure accurate and timely documentation within Salesforce and related systems.
• Lead Supervisors and Senior Specialists within the Care Continuity function.
• Establish performance standards focused on reauthorization compliance and service continuity.
• Monitor and communicate key performance indicators, including reauthorization compliance rates, aging trends, denial drivers, and resolution timelines.
• Partner with Revenue Cycle and Finance teams to mitigate billing risk and improve cash flow.
• Support BPO/vendor productivity and quality oversight.
• Identify systemic breakdowns and implement structured corrective action plans.
• Collaborate with New Client Activation, Field Operations, and Contact Center leadership to ensure seamless client lifecycle transitions.
• Support retention initiatives by ensuring uninterrupted client s

What You'll Bring:

• Strong operational and compliance discipline.
• Demonstrated ability to lead multi-layered teams, including Supervisors and Specialists.
• Strong analytical skills with the ability to interpret aging, compliance, and denial data.
• Effective escalation management, critical thinking, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple operational priorities simultaneously.
• Commitment to continuous improvement, service continuity, and revenue protection.
• Ability to establish performance expectations, monitor results, and coach teams toward operational goals.
• Strong cross-functional collaboration skills with the ability to partner across Operations, Revenue Cycle, Finance, and other business functions.

Education and Experience:

• High school diploma or GED required; Bachelor’s degree preferred.
• At least five (5) years of experience in healthcare operations, authorization management, revenue cycle, or client services required.
• Previous management or supervisory experience required.
• Experience within home care, Medicaid, Medicare, or long-term care preferred.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.