The Complex Case Manager will engage, and support members with the highest complexity, including multiple chronic conditions, severe mental illness (SMI), substance use disorder (SUD), intellectual/developmental disability (I/DD), mobility impairments, frequent emergency department (ED) and inpatient utilization, and social complexity.
There is no expectation of coming into the office routinely, however,
the selected candidate must be available to attend onsite meetings at the Alliance Office in Charlotte, NC, as needed. The role also requires weekly travel throughout Mecklenburg County to meet with stakeholders and may include onsite visits with members in hospital and/or residential settings.
Responsibilities & Duties
Initial Member Engagement
Contact the member, the member’s authorized representative, treating physician and other providers as needed to collaboratively address identified health and care coordination needs
Inform members about how they became eligible for case management, how to utilize program services and their option to decline the program via phone, or in person
Schedule assessment with member and/or authorized representative within appropriate timeframes
Develop individualized, goal-oriented care plans in a standardized format; and providing continuous coordination, including timely post-acute follow-up and linkage to community resources
Document engagements with members in Alliance’s electronic care-management system
Ongoing Engagement, Assessments, and Care Plan Development
Perform assessment, planning, implementation, coordination, monitoring and evaluation throughout the continuum of care, and provide evidence-based, person-centered care planning which is consistent with recognized standards of case management practice and accreditation requirements
Empower members and their families by providing information and education that promote self-maintenance, monitoring, and management to facilitate positive behavior change
Deliver timely, targeted evidence-based interventions that drive measurable progress toward person-centered goals
Promote medication safety through reconciliation and ongoing adherence monitoring
Educate and engage members and families in coordinating appropriate services to maximize health plan benefits and available resources
Provide members with ongoing care coordination within community resources to address members social determinants of health (SDOH) needs
Provide transitions of care supports to identify and address members’ needs and gaps in care to mitigate risk of an avoidable ED visit or prevent potential inpatient readmissions
Collaborate with member’s care team to help promote improved member and provider satisfaction
Knowledgeable of HEDIS measurements and population health within a complete care model
Monitoring/Coordination
Conduct regular follow-up meetings with members and/or caregiver over the phone, virtually or in person
Participate in Multidisciplinary Team meetings to include a Medical Director, CM consultants, Pharmacy and Community Health Workers for collaborative solutioning of complex cases as needed
Assess members to determine if CCM criteria still met
Warm handoff to Community Care Management to ensure continuity of care and ongoing care coordination of services
Documentation
Ensure all clinical documentation (e.g. goals, plans, progress notes, etc.) meet state, agency, and Medicaid requirements
Follow administrative procedures and effectively manages caseload
Travel
Travel between Alliance offices, attending meetings on behalf of Alliance, participating in Alliance sponsored events, etc. may be required
Travel to meet with members, providers, stakeholders, attend court hearings etc. is required
Minimum Requirements
Education & Experience
Registered Nurse with valid RN licensure and two (2) years of full-time, post degree experience providing care management, case management, or care coordination to members with Behavioral Health and Physical Health conditions.
Or
Master’s degree in Human Services or related field and two (2) years of experience providing care management, case management, or care coordination to members with Behavioral Health and Physical Health conditions. Full licensure LCSW, LMFT, LCAS, LCMHC, LPA required.
Bachelor’s Degree from accredited Program in Nursing and two (2) years of full-time, post bachelor’s degree experience providing care management, case management, or care coordination to members with Behavioral Health and Physical Health conditions and/or Complex Care Case Management.
Care Management Certification preferred.
Knowledge, Skills, & Abilities
Demonstrated knowledge of the assessment and treatment of mental health, substance abuse, intellectual and developmental disabilities,
Knowledge of legal, waiver, accreditation standards and program practices/requirements.
Knowledge of the Alliance Health service benefit plans and network providers.
Person Centered Thinking/planning
Detail oriented,
Ability to independently organize multiple tasks, priorities, and to effectively manage an assigned caseload under pressure of deadlines.
Exceptional interpersonal skills, highly effective communication ability,
Ability to make prompt independent decisions based upon relevant facts and established processes.
Problem solving, negotiation and conflict resolution skills
Proficiency in Microsoft Office products (such as Word, Excel, Outlook, etc.) is required.
Employment for this position is contingent upon a satisfactory background and MVR (Motor Vehicle Registration) check, which will be performed after acceptance of an offer of employment and prior to the employee's start date.
Salary Range
$69,592-$90,469 /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