Care Relationship Manager - Macon, GA

FLOURNOY HEALTH SYSTEM•Macon, GA

About The Position

The Care Relationship Manager is responsible for day-to-day management of an assigned caseload, ensuring clients receive authorized services and caregivers are appropriately scheduled. The role is a primary point of contact for clients and caregivers and oversees staffing, schedule management, service monitoring, required contacts, and timely follow-up on issues that may affect care. For assigned Structured Family Caregiving (SFC) members, the Care Relationship Manager also serves as Health Coach. This includes completing required caregiver contacts, monitoring caregiver documentation, identifying support or training needs, and escalating health, safety, or unmet needs to appropriate clinical and case management teams. The position collaborates with clinical, operational, and support teams to maintain continuity of services, meet program requirements, and promote a positive client and caregiver experience.

Requirements

Meet SFC Health Coach qualification requirements through either an associate degree or at least 2 years of experience working with community health, long-term care, and/or chronic diseases of adults.
Experience managing multiple clients, schedules, or service-related priorities in a fast-paced environment.
Strong customer service and interpersonal skills, with the ability to communicate effectively with clients, caregivers, and internal teams.
Strong organizational and follow-through skills, with the ability to manage competing priorities and deadlines.
Ability to maintain accurate documentation, track outstanding requirements, and escalate concerns appropriately.
Proficiency with Microsoft Office and ability to learn and effectively use company scheduling, payroll, and client management systems.

Nice To Haves

Bachelor’s degree in Business, Healthcare Administration, Human Services, or a related field.
At least 3 years of experience in home care, home health, Medicaid waiver services, or healthcare coordination.
Experience supporting SFC, CCSP, SOURCE, or other Medicaid waiver programs.
Experience with caregiver scheduling, client caseload management, payroll/timekeeping, or service coordination.
Familiarity with healthcare documentation, compliance requirements, and electronic client management systems.

Responsibilities

Manage an assigned client caseload and address service needs, staffing, documentation, and follow-up in a timely manner.
Oversee daily client schedules, open shifts, cancellations, and service coverage; monitor caregiver timekeeping and resolve attendance or scheduling discrepancies.
Complete required EDWPs for canceled visits and other applicable service changes.
Monitor clients on hold, hospitalized, QMB, or otherwise temporarily not receiving services, and provide weekly updates.
Identify clients who are underserved or missing authorized billable hours and coordinate follow-up.
Track discharges and ensure appropriate documentation and communication are completed.
Serve as a day-to-day contact for assigned clients and caregivers; conduct outreach and engagement to support relationships and service experience.
Document client and caregiver complaints, communicate concerns, follow through toward resolution, and document and escalate incidents according to established processes.
Serve as Health Coach for assigned SFC members and fulfill applicable program requirements.
Complete required monthly caregiver contacts in person or by phone, with additional home visits or ongoing communication based on member and caregiver needs.
Monitor caregiver daily notes, tasks, and other documentation for training or support needs and concerns about member health, safety, or unmet needs.
Document required caregiver contacts, concerns, follow-up activities, and actions taken; coordinate appropriate caregiver training or support.
Promptly communicate member or caregiver health, safety, or unmet-needs concerns to the SFC provider’s Nurse and the CCSP or SOURCE Case Manager.
Manage daily staffing, schedules, open shifts, cancellations, and coverage; identify caregiver recruitment needs based on client schedules and coverage.
Identify outstanding caregiver requirements and coordinate follow-up with the Care Support Specialist and appropriate teams.
Coordinate caregiver onboarding, credentialing, or additional staffing support with the Care Support Specialist.
Complete annual performance reviews for caregivers associated with the assigned caseload.
Track upcoming reassessments and packet requirements, quarterly reviews, missing client documentation, and expired or upcoming caregiver requirements.
Ensure client, service, SFC Health Coach, and caregiver-contact documentation is accurate and timely; maintain records of complaints, incidents, cancellations, and other significant matters.
Coordinate and complete assigned payroll activities within established timelines; review scheduling and timekeeping information and follow up on discrepancies.
Maintain accurate caseload and service information in company systems.
Maintain dual training with an assigned Care Relationship Manager partner and participate in the buddy system to provide continuity during absences.
Communicate caseload risks, staffing needs, service gaps, and unresolved concerns to area leadership; partner with internal teams to resolve service issues and maintain continuity of care.