Enhanced Care Management Lead

Neighborhood Healthcare•Temecula, CA

3d•$27 - $38•Hybrid

About The Position

ABOUT US: Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together. As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance. We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you. ROLE OVERVIEW and PURPOSE: The Enhanced Care Management (ECM) Lead will assist in program development and implementation of the care management operations for the ECM Program and patients. This role will support and oversee the daily operational and administrative activities of the care management teams. This is a hybrid position; on site expectations are dependent on performance.

Requirements

High school/GED required
Two years of community outreach or behavioral health experience working with high-risk populations required
Valid CA driver’s license and proof of auto insurance required
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Knowledgeable about and experience with various characteristics of homeless adult populations, seniors, or other vulnerable populations
Knowledgeable about and experience with experience with issues of mental illness and/or chemical dependency
Knowledgeable about and experience with computer programs, such as Microsoft applications and electronic medical records
Ability to be sensitive and understand the emotions of others
Ability to demonstrate management of their own emotions and impulses
Ability to train and develop staff
Ability to successfully manage multiple tasks simultaneously
Ability to work with people of all social and ethnic backgrounds
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner
Ability to lift/carry 25 lbs/weight
Ability to stand for long periods of time

Nice To Haves

Experience working with the patient centered medical home preferred
Experience working within behavioral health, integrated primary care, or federally qualified health center (FQHC) settings preferred
Bilingual (English/Spanish) preferred
Lead experience preferred; completion of LEAP preferred (internal)

Responsibilities

Primary role will be training and mentoring of staff and responding to daily questions
Works with management to ensure the ECM operations is running smoothly and production goals are met
Works with leadership, providers, and managed care teams to determine the needs of a high-utilizer and vulnerable patient populations, such as basic housing assistance and patient tailored intensive case management
Develops care and service plans with linkages to medical, psychiatric, social, educational, and other services, as needed
Works with community-based organizations to provide team-based and patient-centered care management for ECM patients
Provides support to the ECM Supervisor by assisting with daily operations, such as managing staffing schedules, calendaring, and liaising with community partners
Builds positive staff relationships, inspires others to perform at a higher level, and retains an accountable workforce
Facilitates meetings and trainings with ECM teams to provide updates and develop strategies for program quality assurance, quality improvement, and compliance by following Neighborhood/program policies and procedures
Recommends decisions to hire, transfer, reward, discipline or terminate employees
Assess training needs and promote developmental activities
Oversees, reviews, and audits case files; provides prompt/actionable feedback to ECM team members
Conducts outreach, enrollment, monthly reporting, and accurate completion of comprehensive risk assessments and care plans
Conducts proper intake steps such as patient data collection, eligibility, program enrollment, care plan development, and assessment of needs
Provides direct care management services to ECM participants in their assigned caseload in line with ECM guidelines and recommended services
Responds to patient inquiries and refers patients to other departments, social services, or support services, as needed
Assists members in navigating the healthcare system by finding and following up by phone and in-person with eligible ECM members
Helps members participate in their medical and/or behavioral healthcare by overcoming barriers to care
Documents and shares member barriers with ECM team and PCP to improve care and outcomes
Works collaboratively within the ECM team to discuss responsibilities, task sharing, conflict resolution, and member case reviews
Collaborates on member care issues with other ECM team members
Participates in weekly case reviews and consults with the member's PCP before taking any clinical action
Ensures documentation is accurate, helpful, and compliant with regulatory requirements and accreditation standards
Participates in required staff meetings or other activities
Contributes to the success of the organization by participating in quality improvement activities
Documents in eClinicalWorks (eCW) for all care coordination, including services or teachings provided
Prioritizes activities according to intensity, need, and required follow-up
Provides accurate and timely reports to supervisor and manager, as required