Care Manager (MA / Field-based)

FreedomCare•Boston, MA

6d•Hybrid

About The Position

FreedomCare is a healthcare company founded in 2016, dedicated to revolutionizing the home care industry by empowering patients to choose their caregivers. Our mission extends across the U.S., providing support nationwide. We are seeking a Care Manager for our Massachusetts team, a field-based role requiring frequent travel to patient homes in the greater Boston area. This position is part of the MassHealth Adult Foster Care (AFC) program, which assists eligible adults with daily needs in a home setting, supported by professional care teams. The Care Manager will conduct initial home assessments to determine eligibility for services and perform monthly/quarterly in-home visits to ensure care quality and educate caregivers. This role involves monitoring patient and caregiver well-being, ensuring safety, compliance, and quality of care, and collaborating with the Care Team to report any concerns to clinical staff for follow-up.

Requirements

A bachelor’s degree, a Massachusetts social worker license, and at least two years of recent experience working with elders or adults with disabilities; or a bachelor’s degree and two years of clinical experience caring for elders or people with disabilities.
A negative tuberculosis screening result.
Valid driver’s license and insurance, with reliable means of transportation.
Demonstrated commitment to providing a high level of customer service, with the ability to communicate with empathy, patience, professionalism, and respect.
Strong active listening skills, with the ability to understand patient needs, clarify concerns, and provide the necessary support and escalation when appropriate.
Effective verbal and written communication skills, with the ability to clearly summarize interactions, document case activity, and communicate case status and next steps.
Strong coaching and listening skills with the ability to build trust and provide comfort discussing sensitive barriers.
Strong typing and computer proficiency, with the ability to efficiently navigate contact center technology, customer relationship management systems, and other necessary software applications while accurately documenting interactions.
Effective problem-solving and critical thinking, with the ability to evaluate information, identify appropriate solutions, exercise sound judgment, and escalate concerns when necessary.
Dependable and punctual, with a demonstrated commitment to consistent attendance, schedule adherence, and performance expectations.
Ability to adapt to changing priorities, processes, systems, and business needs in a fast-paced environment.
Receptive to coaching and feedback, with the ability to apply guidance and demonstrate continuous improvement.
Ability to collaborate effectively as part of a team while working independently within established guidelines.

Nice To Haves

2+ years of health coaching, care coordination, patient support, or community health experience preferred.

Responsibilities

Conduct in-home assessments for initial and ongoing evaluation of caregiver’s quality of care and skill proficiency, assessment of patient care needs, and ensure they are being care for in a safe and qualified setting.
Provide coaching and education to our caregivers to optimize our service levels, through in-person demonstrations as well as the administration of self-guided trainings within our learning management system.
Support consumer 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’s plan of care to include 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 with written documentation and communication with the Care team, Clinical, Physicians, and leadership teams for escalation or handoff.
Use empathy, motivational communication, and culturally responsive support during customer interactions.
Escalate safety, clinical, compliance, or urgent customer concerns according to process.