Lead Care Manager

Serene Health•Compton, CA

7d•$25 - $28

About The Position

The Lead Care Manager develops personalized care plans, coordinates member services, and collaborates with members, families, Primary Care Providers, and care teams to help members receive necessary medical treatment and support. The role assesses member needs, creates individualized action plans, manages the member experience, provides emotional support, resolves administrative issues, and helps ensure timely access to care. Compassion, healthcare knowledge, and strong customer service are important to supporting members in becoming self-sufficient in health. The Lead Care Manager serves a diverse population enrolled in the Enhanced Care Management program. Members may include people experiencing homelessness; those at risk of avoidable hospital or emergency department utilization; people with serious mental health or substance use needs; individuals transitioning from incarceration; adults at risk of long-term care institutionalization or transitioning from nursing facilities; children and youth enrolled in CCS or CCS WCM with additional needs or involved in child welfare; individuals with intellectual or developmental disabilities who meet another adult ECM population criterion; and pregnant or postpartum people who meet another applicable ECM criterion or are subject to racial and ethnic disparities. The position involves ongoing member contact through telehealth and in-person visits. Travel using a personal vehicle is required for outreach visits, with mileage reimbursement at a standard rate. The role also requires prolonged periods sitting at an office desk using a computer and the ability to lift up to 15 pounds. Current TB testing and clearance must be maintained in accordance with company policy and applicable regulations. The listed pay range is $25–$28 USD. Full-time employees are eligible to enroll in benefits after 60 days of employment, with the 401(k) benefit effective after one year.

Requirements

High school diploma or GED.
At least 1 year of experience in case management, member care, customer service, call center, or member care.
Valid California driver's license and valid vehicle insurance.
Excellent communication, interpersonal, customer service, and organizational skills.
Computer skills for documentation, email, and chat support.
Ability to work independently and collaboratively with a team to provide member care.
Ability to multitask and organize work, with attention to detail while providing care to multiple members simultaneously.
Ability to use resources effectively to solve problems and remain composed under pressure in a compassionate manner.
Proficient speaking, reading, and typing abilities, with strong proofreading skills.
Ability to travel in a personal vehicle for outreach visits.
Ability to lift up to 15 pounds.
Must successfully complete and maintain current tuberculosis testing and clearance in accordance with company policy and applicable local and state regulations.

Nice To Haves

Medical assistant certificate or knowledge of medical terminology.

Responsibilities

Interview members to assess medical and social determinant of health gaps, educate them about their conditions and medications, and develop individualized care plans.
Respond to member inquiries and concerns while ensuring adherence to hospital and legal requirements.
Collaborate with interdisciplinary teams, locate medical and social resources, and coordinate social service plans.
Maintain ongoing contact with members through telehealth and in-person visits.
Advocate for members; consult with healthcare providers; arrange appointments and treatment plans; evaluate member progress; and assist with healthcare barriers.
Maintain empathy and professionalism when contacting members and families.
Support behavioral health coordination, substance abuse services, and community resources.
Perform additional duties as assigned.