Care Manager II (Hybrid, North Carolina Based) (Personal Services)

The Care Manager II position leads all communication among care team members and is the primary point of contact for the member served.  The Care Manager completes a comprehensive assessment and develops a unified plan of care for Tailored Plan recipients and relays communication among providers of health services.

This is a full-time hybrid opportunity. There is no expectation of coming into the office routinely, however, the selected candidate must be available to report onsite to the Alliance Home Office (Morrisville North Carolina)  for business meetings as needed. They will also be expected to travel weekly throughout the Alliance catchment areas including Wake, Durham, Orange, Johnston, Harnett as needed for community visits at member's homes and/or provider locations, and other community meetings as needed.  

Responsibilities & Duties

Complete Assessment/Planning

• Complete comprehensive assessments at enrollment, yearly or at changes in condition.
• Develop Plans of Care derived from the completed assessments
• Assign interventions/plans of care to the Care Worker for monitoring and service engagement activities 
• Submit referral to the Integrated Health Consultant when a physical health or behavioral health need indicates medical and/or pharmaceutical complexity 
• Assign Plan of Care activities to Community Health Worker if member has identified Social Determinants of Health (SDOH), disparities and/or complex payer issues
• Assist individuals/legally responsible persons in choosing service providers; ensuring objectivity in the process
• Consistently evaluates appropriateness of services and ensures implementation of plan of care through information gathering and assessment at defined frequency of contact based on risk stratification
• Utilize person centered planning, motivational interviewing and historical review of assessments in Jiva to gather information and to identify supports needed for the individual
• Actively collaborate with care team, members supported, and service providers to ensure development of a plan that accurately reflects the individual's needs and desired life goals
• Submit required documentation to UM to ensure timely delivery of services and trouble shoot until authorization is obtained.  Notify providers of successful authorization

Provide Support and Monitoring

• Schedule initial contact with member to verify accuracy of demographic information. 
• Update inaccurate information from the Global Eligibility File
• Schedule face to face meeting with member/LRP to provide education about Alliance, Care Teams, and services 
• Provide education and support, to individuals and LRP, in learning about and exercising rights, explanation of the grievance and appeals process, available service options, providers available to meet their needs, and payer requirements that may impact service connection and maintenance.
• Refer members who are in crisis/institutional care settings and require assistance with returning to community-based services, to the Integrated Health Consultant
• Recognize and report critical incidents and provider quality concerns to supervisors and Quality Management
• Complete activities in JIVA related to Plans of Care developed from the Care Management Comprehensive Assessment
• Coordinate with other team members to ensure smooth transition to appropriate level of care.
• Attend treatment meeting with member, natural supports and selected providers.   
• Schedule, coordinate and lead team conference calls on behalf of member needs
• Communicate with member to check on status, verify care needs are met and that no new clinical needs warrant a change in condition assessment.
• Promote customer satisfaction through ongoing communication and timely follow-up on any concerns/issues. 
• Verify that ongoing service adherence is maintained through monitoring. 

Complete Documentation

• Obtain and upload all supporting documentation, Legally Responsible Person (LRP) verification, and release of information that will improve care management activity on behalf of the member
• Open new episodes in JIVA and schedule initial contact with member to verify accuracy of demographic information.  
• Document all applicable member updates and activities per organizational procedure.
• Escalate complex cases and cases of concern to Supervisor.
• Distribute surveys to members in service.
• Ensure that service orders/doctor's orders are obtained, as applicable.  
• Share appropriate documentation with all involved stakeholders as consent to release is granted. 
• Obtain releases/documentation and provides to all stakeholders involved. 
• Obtain clinical supporting documentation, legal/guardianship verification, and necessary consents to exchange/release information
• Proactively respond to an individual's planned movement outside the Alliance MCO geographic area to ensure a smooth transition without lapse in care
• Ensure all clinical documentation (e.g. goals, plans, progress notes, etc.) meet state, agency documentation standards, and Medicaid requirements

Minimum Education & Experience

Master's degree in Human Services or related field and at least two years of full-time, post graduate degree, MH/SUD and or Intellectual/Developmental Disabilities (I/DD) experience. Must be fully or provisionally licensed in the State of North Carolina as a LCSW, LMFT, LCAS, LCMHC, LPA;

Or

Graduation from a school of nursing and licensure as a Registered Nurse and two years of full-time MH/SUD and or Intellectual/Developmental Disabilities (I/DD) experience and active. Must be licensed as a Registered Nurse in the State of North Carolina.

Knowledge, Skills, & Abilities

• Person Centered Thinking/planning
• Knowledge of using assessments to develop plans of care
• Knowledge of Diagnostic and Statistical Manual of Mental Disorders
• Knowledge of LOC process, SIS for IDD and FASN assessment for TBI
• Knowledge of Medicaid basic, enhanced MHSUD, and waiver benefits plans
• Knowledge of and skilled in the use of Motivational Interviewing
• Proficient in Microsoft Office products (such as Word, Excel, Outlook, etc.)
• Strong interpersonal and written/verbal communication skills essential, including 
• Conflict management and resolution skills
• High level of diplomacy and discretion is required to effectively negotiate and resolve issues with minimal assistance.
• Ability to make prompt, independent decisions based upon relevant facts

Want to learn more about what it's like work as part of the Care Management Team? Click on our video to learn more: https://youtu.be/1GZOBFx61QU

Salary Range 

$66,240-$86,112/Annually 

Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.

 An excellent fringe benefit package accompanies the salary, which includes:  

• Medical, Dental, Vision, Life, Long Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility

Education

Preferred

• Masters or better in Human Services
• Nursing or better in Nursing

Skills

Required

• Collecting information
• Communication
• Conflict Resolution
• Customer Service
• Microsoft Office

Preferred

• Documentation

See job description