Care Manager (MA / Field-based)

FreedomCare•North Shore, MA, MA

5d•$26 - $30•Onsite

About The Position

FreedomCare is a healthcare company supporting patients across the U.S. by helping them choose caregivers who provide care at home. Its Massachusetts operations support the MassHealth Adult Foster Care (AFC) program, which helps eligible adults with medical, physical, cognitive, or behavioral health needs receive daily assistance at home from a qualified caregiver, supported by a professional care team. The Care Manager conducts initial home assessments to determine eligibility for Home Health functional scale services and completes required monthly and quarterly in-home visits. The role assesses care quality, caregiver skills, patient needs, safety, and compliance, and provides caregiver education and coaching. The position is field-based and requires frequent travel to patients’ homes in the North Shore, Massachusetts area. The Care Manager monitors patient and caregiver well-being and communicates concerns about health, safety, or unmet needs to clinical staff and the care team for follow-up and coordination. The role also supports consumers with service questions and goals, documents interactions and follow-up, coordinates with care-team partners, and escalates safety, clinical, compliance, or urgent concerns according to established processes. Support must remain within a non-clinical scope unless the employee is licensed.

Requirements

Bachelor’s degree and a Massachusetts social worker license, plus at least two years of recent experience working with elders or adults with disabilities; alternatively, a bachelor’s degree and two years of clinical experience caring for elders or people with disabilities.
Negative tuberculosis screening result.
Valid driver’s license and insurance, with reliable transportation.
Demonstrated commitment to high-quality customer service and ability to communicate with empathy, patience, professionalism, and respect.
Strong active listening skills and ability to understand patient needs, clarify concerns, and provide support or escalation as appropriate.
Effective verbal and written communication skills, including summarizing interactions, documenting case activity, and communicating case status and next steps.
Strong coaching and listening skills, including the ability to build trust and discuss sensitive barriers.
Strong typing and computer proficiency, including ability to use contact center technology, customer relationship management systems, and other software while accurately documenting interactions.
Effective problem-solving and critical-thinking skills, sound judgment, and ability to identify solutions and escalate concerns when necessary.
Dependability, punctuality, consistent attendance, schedule adherence, and commitment to performance expectations.
Ability to adapt to changing priorities, processes, systems, and business needs in a fast-paced environment.
Receptiveness to coaching and feedback and ability to apply guidance and demonstrate continuous improvement.
Ability to collaborate as part of a team while working independently within established guidelines.

Nice To Haves

Two or more years of health coaching, care coordination, patient support, or community health experience.

Responsibilities

Conduct in-home assessments for initial and ongoing evaluation of caregiver quality of care and skill proficiency, patient care needs, and the safety and suitability of the care setting.
Coach and educate caregivers through in-person demonstrations and self-guided training in the learning management system.
Support consumers with service questions, goals, barriers, resources, and next steps while staying within non-clinical scope unless licensed.
Document coaching interactions, outcomes, risks, referrals, and follow-up tasks in required systems.
Develop, implement, evaluate, and revise client plans of care, including the physician’s plan of treatment and problem list.
Identify barriers related to care continuity, engagement, adherence, social needs, or customer experience.
Maintain required call, outreach, quality, documentation, and follow-up standards.
Coordinate care through written documentation and communication with the Care team, Clinical, physicians, and leadership for escalation or handoff.
Use empathetic, motivational, and culturally responsive communication with customers.
Escalate safety, clinical, compliance, or urgent customer concerns according to process.
Complete required monthly and quarterly in-home visits to assess care quality and provide caregiver education.