Lead Care Manager

Serene Health•Inglewood, CA

7d•$25 - $28

About The Position

The Lead Care Manager (LCM) develops personalized care plans, coordinates member services, and collaborates with members, families, Primary Care Providers, and care teams to ensure members receive appropriate medical treatment and support. The role consults with members to identify needs, establish individualized action plans, and manage the member experience. Key aspects include providing emotional support, resolving administrative issues, and helping members access care in a timely manner. The LCM supports a diverse population enrolled in the Enhanced Care Management program, which may include one or more of the listed populations of focus. The position involves ongoing member contact through telehealth and in-person visits, advocacy, care coordination, and support with behavioral health, substance use, and community resources. It requires compassion, healthcare knowledge, customer service, communication, organization, and the ability to coordinate care for multiple members. The role requires travel in a personal vehicle for outreach visits; mileage is reimbursed at a standard rate. Employees must complete and maintain current TB testing and clearance in accordance with company policy and applicable health regulations. The job also involves prolonged periods sitting at an office desk using a computer and lifting up to 15 pounds.

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 as part of a team to provide member care.
Ability to multitask, stay organized, and maintain 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, as well as strong proofreading skills.
Ability to travel using a personal vehicle for outreach visits.
Ability to complete and maintain current TB testing and clearance in accordance with company policy and applicable local and state health regulations.
Ability to sit for prolonged periods at an office desk using a computer.
Ability to lift up to 15 pounds.

Nice To Haves

Medical Assistant certificate or knowledge of medical terminology.

Responsibilities

Interview members to assess medical and social determinant of healthcare gaps, provide education about 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 help address healthcare barriers.
Maintain empathy and professionalism when contacting members and families.
Support behavioral health coordination, substance abuse support, and connections to community resources.
Perform additional duties as assigned.

Benefits

Medical, dental, and vision insurance options for employees and families, with enrollment eligibility after 60 days of employment.
Short- and long-term disability benefits.
Voluntary accident, critical illness, and hospital indemnity plans.
Flexible Spending Accounts.
Employee Assistance Program.
401(k), effective after 1 year of employment.
Paid vacation and sick leave.
Paid holidays.
Employee referral program.
Company discount program.