Join UPMC’s new 24/7 Home First Center (HFC) and lead an innovative care model designed to provide patients with seamless support and coordination across the healthcare continuum.

As the Manager, Home First Center Care Management, you will provide operational leadership and oversight for a team of Telephonic Care Managers who support patients during critical transitions in care following hospitalization, emergency department visits, observation stays, and other significant healthcare events. Through leadership, coaching, performance management, and operational oversight, you will help ensure the delivery of high-quality, patient-centered care coordination services that promote safe transitions, reduce barriers to care, improve patient outcomes, and support patients in receiving the right care, at the right time, in the right place.

As a key operational leader within the Integrated Delivery & Finance System (IDFS), you’ll partner with hospital, ambulatory, post-acute, community, and payer teams to advance care coordination strategies, improve patient experiences, and support organizational goals. This role offers a unique opportunity to help build and lead a growing program focused on improving transitions of care, enhancing care coordination, and supporting patients across the full continuum of care.

This is a primarily remote position supporting a 24/7 operation. Travel to the office may be needed for training, meetings or other department needs. Although primarily a daylight position, the Manager is responsible for supporting a continuous 24/7 operation and may be required to provide off-hours leadership support and direct coverage of Telephonic Care Manager shifts as needed to ensure uninterrupted operations and patient care.

What You’ll Do:

Operational Leadership

• Lead daily operations of the Home First Center, ensuring high-quality care coordination services and continuous 24/7 coverage across all shifts.

• Develop staffing, scheduling, and workflow strategies that support operational demands, service expectations, and team effectiveness.

• Monitor performance, productivity, and operational outcomes while identifying opportunities to improve efficiency, patient experience, and care transitions.

• Participate in rotational leadership coverage and provide operational support as needed to maintain uninterrupted patient services.

Clinical & Team Leadership

• Provide leadership, coaching, and clinical guidance to Telephonic Care Managers, ensuring consistent application of care management and transition-of-care best practices.

• Recruit, develop, mentor, and retain a high-performing team while fostering a culture of collaboration, accountability, and patient-centered care.

• Support staff with complex clinical, psychosocial, and operational situations while promoting quality, compliance, and professional growth.

Quality & Performance Excellence

• Lead quality improvement initiatives focused on patient experience, transitions of care, throughput, and reduction of avoidable utilization.

• Utilize performance metrics and outcome data to identify opportunities, implement improvements, and achieve operational and strategic goals.

• Ensure compliance with regulatory, accreditation, and organizational requirements while promoting continuous improvement.

Strategic Partnership & Program Impact

• Partner with physicians, hospital leaders, post-acute providers, community organizations, and IDFS stakeholders to strengthen care coordination and improve patient outcomes across the continuum.

• Promote responsible stewardship of healthcare resources while supporting initiatives that improve patient flow, reduce avoidable utilization, and optimize care transitions.

• Represent the Home First Center in leadership meetings, committees, and organizational initiatives while helping shape the future of this innovative care model.