Position****Overview: The Internship and CMA Manager is responsible for the coordination, oversight, and continuous improvement of the organization’s Care Management Associate (CMA) Program and internship program. The Program Manager oversees CMA development and progression, while also developing and managing the internship program, including intern sourcing, placement, program implementation, and continuous improvement in alignment with organizational needs and leadership guidance. The Program manager is responsible for the success of these two programs.

*** MUST RESIDE IN NY/NJ/CT ***

Essential Responsibilities:

• Serves as the primary programmatic resource and operational coordinator for the CMA Program, overseeing progression from onboarding through successful completion and transition to the Care Manager role.

• Ensures consistent implementation of program requirements, timelines, milestones, performance expectations, and competency standards across cohorts and regions.

• Monitors CMA participation, engagement, knowledge acquisition, skill development, and progression; reviews assessment and performance data to identify learning needs, determine readiness for advancement, and address areas requiring additional training, coaching, or support.

• Coordinates the identification and escalation of performance concerns and ensures CMAs receive timely, meaningful feedback and appropriate interventions.

• Maintains accurate documentation of CMA performance, competency, progression, and program decisions.

• Participates in 60- and 90-day evaluation processes and establishes feedback mechanisms with receiving Care Management teams to monitor post-transition performance and program effectiveness.

• Reviews CMA feedback from 2-week, 30-, 60-, and 90-day surveys in conjunction with objective performance data to identify trends, opportunities, and areas for improvement.

• Partners with Human Resources, Training, and Care Management leadership to address issues affecting CMA engagement, development, performance, or retention.

• Develops dashboards and reports to monitor program performance and presents outcomes, trends, risks, and recommendations to leadership.

• Leads the ongoing evaluation and continuous improvement of the CMA Program using PDSA and other structured quality improvement methodologies; incorporates lessons learned into future cohorts.

• Develop and manage the internship program by identifying appropriate opportunities, requirements, potential intern sources, and recruitment/onboarding processes in accordance with applicable rules and regulations.

• Develop SOPs and utilize PDSA processes to address program issues, improve effectiveness, and ensure consistent program management.

• Coordinate with relevant departments and leadership to support program success and provide appropriate reports, updates, and recommendations.

• Coordinates intern selection, placement, onboarding, and ongoing support in partnership with internal departments to ensure appropriate alignment with organizational needs and intern development goals.

• Monitors intern engagement, performance, and program outcomes and uses feedback and data to evaluate and continuously improve the internship program through PDSA.

• Provides leadership with updates, outcomes, and recommendations related to the internship program.

• Perform other duties as assigned.

Required Experience, Minimum Qualifications

• Bachelor’s degree in human services or related field, preferred.

Specific Knowledge, Skills, and Abilities:

• Strong attention-to-detail.

• Ability to manage a high-volume workload.

• Strong critical thinking, problem-solving, analytical, and decision-making skills.

• Excellent oral and written communication skills.

• Self-directed and able to work effectively both independently and collaboratively across departments.

• Knowledge of PDSA methodology, root cause analysis, and continuous improvement principles.

• Proficiency with Windows, Word, PowerPoint, Excel, SharePoint, CareHub, Core, and Absorb.