Manager, Client & Nutrition Care Services
1 day ago
Santa Rosa
Job DescriptionSalary: $75,000 - $78,000 DEPARTMENT: Programs REPORTS TO: Chief Program Officer LOCATION: Santa Rosa HQ FLSA STATUS: Regular, Full-Time, Exempt JOB CLASSIFICATION: L5 - Program / Site / Dept. Managers Position Summary The Manager, Client and Nutrition Services leads the success of Ceres Client and Nutrition Care services, currently in Marin, Sonoma, Solano, and Napa Counties. This role oversees the day-to-day operations of these areas, including oversight of Ceres eligibility, intake, enrollment, nutrition care engagement, and service delivery. This role balances high-quality, client-centered care with a practical understanding of enrollment targets, service capacity, and billing imperatives. Importantly, s/he/they builds strong healthcare partnerships, strengthens and manages referral pathways, and ensures internal workflows support excellent client experience, quality, and are aligned with revenue generation targets and budget-bottom-line goals. As a manager, this role is responsible for modeling Ceres culture and for supporting the well-being, development and retention of the staff members that report to them. This includes meeting regularly with staff to understand their successes and challenges, helping them grow and develop as team members, providing consistent feedback, and ensuring that they stay engaged in and informed about the overall work of Ceres. A total of 6 staff report up to this role, including the Client Care Program Manager, Nutrition Care Program Manager/RDN, 3 Client Care Coordinators, and 1 RDN. Essential Functions and Responsibilities Client & Nutrition Care Operations • Ensures programs consistently meet annual goals, performance and service standards, and quality benchmarks., • Maintains a full Client Program, balancing the prioritization of revenue targets with client need., • Ensures that client and nutrition care services align with Food Is Medicine Coalition (FIMC) standards and internal quality expectations; maintains related SOPs and training plans; ensures staff are well-versed in role-based accreditation requirements., • Works closely with the Chief Program Officer and Contracting staff to refine intake, prioritization, and nutrition care workflows to maximize billable revenue., • Oversees the development and implementation of efficient, client-centered workflows for eligibility, intake, enrollment, prioritization and engagement in nutrition care; trains staff and reinforces standards to maintain quality, compliance, and operational consistency., • Maintains strong coordination between Client and Nutrition Care teams to support seamless client experience and warm handoffs into nutrition care services., • Ensures client and nutrition prioritization frameworks balance client health needs with available capacity., • Works collaboratively between Client, Culinary, and Delivery teams to ensure efficient internal operations, balance cross-departmental needs, and manage organizational change., • Ensures staff capture complete, accurate, and timely medical information, and that missing or incomplete medical referrals are proactively followed up., • Ensures client confidentiality and that data is protected per HIPAA standards, including client written rights policies., • Maintains data integrity and standards; regularly audits records and fields for data consistency and missing information., • Manages effective hiring, onboarding, staff development and retention efforts in consultation with the Chief Program Officer and Director of Administration., • Ensures staff are in right relationship to their roles and are both accountable and supported., • Provides leadership, thought partnership, and guidance to staff to resolve complex and/or cross-departmental problems., • Presents and reports regularly to internal audiences on program progress, challenges, and impact., • Provides training in Ceres best practice approaches as part of an annual Affiliate training program. Healthcare Outreach & Referral Pipelines • Leads healthcare outreach efforts to ensure steady and appropriate referral pipeline so that Client Program is full and we are meeting revenue targets., • Builds partnerships and fosters opportunities for collaboration; leads and oversees efforts to pilot with healthcare entities, including partnerships to expand service areas and geographic reach., • Cultivates and maintains relationships with healthcare providers, clinics, care coordinators, and community-based referral partners; communicates eligibility requirements, nutrition care services (including MNT), and referral expectations clearly to partners., • Proactively monitors referral sources and engages key partners to maintain consistent enrollment levels and improve referral completeness., • Engages partners in support of program growth and impact; represents Ceres in the community, including on the Hearts of Sonoma County, FIMC, and CalFIMC committees, as well as other community and healthcare-facing settings. Quality Improvement • Actively monitors and manages key indicators across satisfaction, process, performance, and compliance., • Ensures timely administration of pre, post, and annual client surveys; monitors completion and response rates; and holds staff accountable for achieving established return rates., • Ensures regular collection and review of program metrics and satisfaction data; implements feedback loops., • Uses performance data to identify operational gaps, reduce errors and grievances, improve service timelines, and strengthen overall program effectiveness. Manager Responsibilities • Consistently models Ceres Culture as specified in the Culture statement, Operating Principles and Operating Agreements., • Conducts weekly one-on-one check-ins with direct reports to provide ongoing support of employees well-being and professional development, to keep projects and goals on track, and to troubleshoot problems., • Ensures responsive communication (responds to emails and requests in a timely manner), communicates clear priorities and deadlines, and provides context when making requests (the whys); models this communication in own work, models and reinforces this communication style for team members., • Completes thoughtful and timelyannual reviews, as well as 30-, 60-, 90-day reviews for new staff or staff in new roles; keeps agreed-upon goals surfaced and front and center in weekly check-ins and feedback conversations., • Ensures job descriptions are accurate and complete; develops and maintains detailed onboarding and training plans for new staff or staff promoted into new roles., • Understands, monitors and enforces mandated break requirements and time off policies; carefully reviews timesheets and expense reports for accuracy and compliance; ensures credit card receipts are submitted on time; provides approvals in a timely manner., • Addresses performance issues and any conflicts among staff promptly, equitably and effectively; documents all performance conversations and escalates when appropriate to a direct supervisor and/or HR., • Oversees timely completion of required training throughout the year. Qualifications • Bachelors or masters degree in a relevant field or equivalent experience., • Experience working with managed care plans, Medi-Cal, or Community Supports programs a plus; knowledge of revenue cycle front desk workflows highly desirable., • 57 years of progressive leadership experience in healthcare, public health, Food Is Medicine, or community-based service programs., • Demonstrated experience building and maintaining referral partnerships or healthcare relationships that support service growth., • Highly developed communication skills, including the ability to represent Ceres to external audiences., • Advanced critical thinking and data analysis skills., • Demonstrated experience using program performance data to adjust workflows and improve operational and service outcomes., • Adept at managing people, timelines and plans; strong ability to organize, plan, track and report., • Ability to effectively manage multiple, high-stakes projects and to adapt to rapidly changing priorities., • Possesses an upbeat, positive attitude, brings an empowering team spirit, a high degree of self-motivation and initiative, and demonstrates integrity in the role., • Self-aware with an ability to self-assess., • Advanced technology skills including database configuration (Salesforce preferred), MS Office Suite (Outlook, Excel, PowerPoint), and Survey Monkey., • Understanding of Equity, Diversity and Inclusion principles and desire to implement them at, • A strong passion for Ceres Community Projects mission. Physical Demands / Work Environment The physical demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • While performing the duties of this job, the employee is regularly required to stand or sit at a workstation; use hands and fingers to operate a computer keyboard and mouse; talk and hear to communicate with coworkers., • Light to moderate lifting of up to 30 pounds, bending, stooping and climbing a ladder is occasionally required., • The work environment is primarily indoors with most time spent sitting at a desk, on the phone or a computer, with moderate background noise (office equipment, conversation from adjacent coworkers, commercial kitchen equipment)., • Must be able to sit or stand at a computer terminal for an extended period of time. Operating Principles • Heart Centered & Love Guided - We are committed to expressing love, trust, respect and integrity in our lives, work, and organization., • Everything Matters - Nothing is left out. We work to have every action and choice lead to the greatest positive impact., • Young People are the Future - Young People are intelligent, responsible, capable, creative, and caring, and must be central participants in shaping our collective future., • Equitable, Diverse, and Inclusive - We commit to championing policies and practices of social equity that build a diverse, inclusive, and healthy workplace and food system. Ceres Organization Founded in 2007, Ceres Community Project works to build healthy communities by restoring whole, organic and locally grown food to its place as the foundation of health, empowering youth, and connecting people in heart-centered ways to others and the earth. Ceres Community Project's main program, Healing Meals for Healthy Communities, provides free and low-cost nourishing organic meals, nutrition education and caring support to people facing serious illness. All of the meals are prepared by teens that learn about growing, cooking and eating healthy whole foods and the connection between diet and health, develop life and work-ready skills, and discover their power to make a difference. The Healing Meals Program improves healthy eating behaviors among clients, teens and adult volunteers and educates the whole community about the link between healthy eating and the health of both people and planet. It also strengthens the social fabric of the community, another factor that is at the root of health. In times of disaster, Ceres is an emergency nutrition provider for our community. In addition to operating three program sites in Marin and Sonoma counties, Ceres has trained 13 communities nationally to replicate our model. We are also active at the state and national level in advocating for policies that support equitable access to healthy food and health care, including reimbursement for medically tailored meals by insurers. For more information, please visit . Ceres Community Project is an Equal Opportunity Employer. All employment decisions at Ceres are made without regard to race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status or any other status protected by laws or regulations.
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