The Care Manager l - Waiver assures that individuals and families with special health care needs receive integrated whole-person-person centered care management, including coordinating across physical health, behavioral health, pharmacy and unmet health-related resource needs to ensure they are linked to services and supports in an effort to maximize potential outcomes and decrease the unnecessary use of hospitals and emergency services by assuring that appropriate quality care is in place.
The Care Manager I focus on a specified population of members utilizing health care services while ensuring all member health needs and referrals are addressed. The Care Manager l will collaborate with other community systems to work in partnership to support the identified population.
This position will allow the candidate to work a hybrid schedule. The selected candidate must be willing to come onsite once a week for trainings and meetings in the community Alliance home office.
Responsibilities & Duties
Complete Assessment/Planning
Complete comprehensive assessments or Care Needs Screening at enrollment, yearly or at changes in condition
Develop Plans of Care derived from the completed assessments
Demonstrate commitment to whole person/integrated care
Assign interventions/plans of care to applicable Alliance Care Management team member to meet identified member needs, for monitoring, and/or service engagement activities
Complete required Screening Tools
Retrieve and review historical data to better-understand member’s treatment history
Submit referrals to the Transition Coordinator 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 (LRP) in choosing service providers, ensuring objectivity in the process
Consistently evaluate appropriateness of services and ensure 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
Assist in collecting data to be used to identify and address barriers as well as determine the effectiveness of care management/care coordination in reducing lengths of stay and use of emergency services
Actively collaborates with members/legally responsible person, care team, service providers, and identified supports to ensure development of a plan that accurately reflects the individual’s needs and desired life goals including collaborating with residential placement search in conjunction with internal team members or external stakeholders as needed
Submits required documentation to UM to ensure timely delivery of services - and trouble shoot until authorization is obtained. Notify a member’s care team and providers of successful authorization (for residential or waiver related services)
For Medicaid C, enlist administrative support to send Level of Care (LOC) and initial Individual Service Plan (ISP) to Department of Social Services (DSS) to turn on special waiver program indicator. Verify that necessary Client, Employer, Group (CEG) enrollments are correct in JIVA, and that Medicaid eligibility is updated in Alliance Claims System
Provide Support and Monitoring to Members
Schedule initial contact with member for purpose of assessment and engagement
Verify accuracy of demographic information with member. Update inaccurate information from the Global Eligibility File following documented protocols
Schedule face to face, virtual, and telephonic meeting with member/guardian to provide education about Alliance Health Plan, care teams, resources, 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 setting and require assistance with returning to community based services to the Integrated Health Consultant or applicable care team member
Recognize and report critical incidents and provider quality concerns to supervisors and Quality Management Department
Complete activities in JIVA related to Plans of Care developed from the Care Management Comprehensive Assessment or other assessments as deemed necessary
Coordinate with other team members to ensure smooth transition to appropriate level of care when needed
Communicate with member to check on status, verify care needs are met and that no new clinical needs warrant a change in condition assessment
Provide follow up coordination with key stakeholders to promote engagement
Promote customer satisfaction through ongoing communication and timely follow-up on any concerns/issues
Verify that ongoing service adherence is maintained through monitoring meetings with member and/or guardian or provider
Identify barriers to treatment and assist individuals with arranging appointments or linking to treatment providers
Maintain required contacts with member/legally responsible person per state contractual requirements meeting minimum expectations
Attend community, provider, stakeholder meetings as needed for member and/or as directed to support the needs of the health plan
Coordinate and participate with SIS Team to ensure successful completion of SIS assessment within time frames allotted
For facility (ICF, Hospital, PRTF or SDC) discharges, inform SIS Supervisor that an assessment needs to be scheduled
Schedule and facilitate the ISP meeting, develop and update ISP
Submit requests for services and purchase orders for products, supplies, and services covered under the Innovations waiver
Complete check-in/contact with member and/or legally responsible person (LRP) via phone or email
Complete Home and Community Based Services (HCBS) Notice of Change Form when arranging new HCBS service placement (for Residential Supports, Day Supports, and Supported Employment) with a new provider and submit to Provider Network department to ensure successful transition to provider
Review service utilization and documentation as required by the member’s program enrollment to monitor progress toward individualized goals and fulfillment of the intent of the service authorized
Proactively respond to an individual’s planned movement outside the Alliance MCO geographic area to ensure a smooth transition without lapse in care
Engage with Providers
Engage with Providers to identify barriers to service delivery at the member level and work toward individualized resolution with both the member and provider
Ensure assessments, person-centered plans, discharge plans, and crisis plans are completed and shared with providers with whom the individuals are linked
Report changes in member’s health status to authorized providers
Compliance with Alliance Policy and Procedure
For Medicaid C services: conduct in-person, field-based observation of the member’s experience with service delivery per the frequency and requirements outlined in the Medicaid C waiver and Home and Community-based Services (HCBS) standards
For Non-Medicaid C services: complete (a) Provider Engagement Tool to assess provider support needs (to engage member in services) and (b) interventions to resolve administrative barriers to care;
Review service utilization and documentation as required by the member’s program enrollment to monitor progress toward individualized goals and fulfillment of the intent of the service authorized
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 when needed and schedule initial contact with member to verify accuracy of demographic information and initiate the rapport building process
Document all applicable member updates and activities per organizational procedure
Escalate complex cases and cases of concern to immediate supervisor.
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 provide to all stakeholders involved
Maintains medical record compliance/quality
Proactively respond to an individual’s planned movement outside the Alliance geographic area, or other transition need, to ensure a smooth transition without lapse in care
Adheres to all Alliance Organizational Policies and Procedures and Care Management Desk Procedures
Minimum Requirements
Bachelor’s degree from an accredited college or university in Human Services field and two (2) years of post-bachelor’s degree mh/dd/sa experience with the population served. Experience must include two (2) years LTSS and/or HCBS coordination, care delivery monitoring, and care management experience.
Or
Bachelor’s degree from an accredited college or university in Non-Human Services field and four (4) years of post-bachelor’s degree mh/dd/sa experience with the population served. Experience must include two (2) years LTSS and/or HCBS coordination, care delivery monitoring, and care management experience.
Or
Master’s Degree from an accredited college or university in Human Services field and one (1) year of post graduate degree mh/dd/sa experience with the population served. Experience must include two (2) years LTSS and/or HCBS coordination, care delivery monitoring, and care management experience.
Or
Fully or Provisionally Licensed in the State of North Carolina as a LCSW, LCMHC, LPA, or LMFT and two (2) years LTSS and/or HCBS coordination, care delivery monitoring, and care management experience.
Or
Licensed Registered Nurse (RN) in the State of North Carolina with four (4) years of mh/dd/sa experience with the population served. Experience must include two (2) years LTSS and/or HCBS coordination, care delivery monitoring, and care management experience.
