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.