Operations Manager

Position: Operations Manager

Employment Type: Contract-to-Hire

Reports To: VP of Operations

Location: Chicago, IL

Education: Bachelor's degree required;
Master's degree preferred

Salary: Commensurate with experience

Essence Community Care is seeking an experienced Operations Manager to lead community-facing initiatives, operational projects, and complex social care programs.

This is a highly collaborative and hands-on role that combines community engagement, project management, program operations, and complex case management expertise
. The ideal candidate understands how healthcare and social service systems intersect and can translate program goals into organized, measurable, and sustainable operations.

The Manager will oversee projects from planning through implementation, build and maintain strong community partnerships, support frontline teams managing complex cases, monitor program performance, and identify opportunities to strengthen workflows and patient/member outcomes.

This position requires significant experience working with individuals impacted by multiple Social Determinants of Health, including healthcare access, Medicaid and public benefits, housing instability, food insecurity, behavioral health needs, transportation barriers, financial hardship, and other complex social needs.

• Develop, strengthen, and maintain relationships with community-based organizations, healthcare providers, hospitals, health plans, government agencies, social service organizations, and other community partners.
• Represent Essence Community Care at community meetings, outreach events, partner meetings, health fairs, and collaborative initiatives.
• Identify opportunities to expand community partnerships, referral networks, outreach activities, and access to services.
• Coordinate community outreach initiatives designed to connect underserved populations with healthcare, public benefits, and social services.
• Establish effective referral pathways and communication processes between Essence Community Care and community partners.
• Maintain regular communication with partners to address service gaps, referral challenges, and opportunities for collaboration.
• Support the planning and execution of community events, enrollment activities, outreach campaigns, and special initiatives.
• Build trust and credibility with community stakeholders while representing Essence Community Care professionally and consistently.

• Manage day-to-day operational activities associated with assigned programs, projects, and community initiatives.
• Develop and maintain project plans, timelines, deliverables, workflows, and performance expectations.
• Coordinate cross-functional activities between operations, social care teams, leadership, external partners, and other stakeholders.
• Identify operational barriers and implement practical solutions to improve efficiency, quality, and service delivery.
• Develop and improve standard operating procedures, workflows, escalation processes, and program documentation.
• Monitor program capacity, workflow distribution, productivity, and service delivery requirements.
• Ensure operational activities are completed according to established timelines, contractual requirements, organizational standards, and program expectations.
• Support the implementation and scaling of new programs, partnerships, and service models.
• Assist leadership with operational planning and continuous improvement initiatives.

• Lead projects from initial planning and implementation through monitoring, evaluation, and completion.
• Define project objectives, scope, milestones, responsibilities, dependencies, and deliverables.
• Facilitate project meetings and maintain clear documentation of decisions, action items, deadlines, and responsible parties.
• Monitor project progress and proactively identify risks, delays, resource needs, and operational barriers.
• Coordinate multiple projects and competing priorities while maintaining accountability for deadlines and outcomes.
• Communicate project status, risks, accomplishments, and recommendations to leadership and key stakeholders.
• Use data and program performance information to evaluate project effectiveness and recommend improvements.
• Ensure appropriate follow-through and accountability across internal and external project stakeholders.

• Serve as an operational resource and subject matter expert for teams managing moderate to highly complex social care cases.
• Provide guidance on cases involving multiple and intersecting medical, behavioral health, financial, housing, benefits, and social service needs.
• Support staff in identifying barriers, establishing priorities, developing action plans, and coordinating services across multiple systems.
• Provide guidance regarding Medicaid, Medicare, SNAP, public benefits, healthcare access, housing resources, food assistance, transportation, and other…