Team Lead of Care Management, Health Homes (Rochester, New York / Hybrid)

FreedomCare•Rochester, NY

79d•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients across the U.S. by empowering them to choose their caregivers. The company values service, ownership, integrity, and a positive attitude. This role is for a Team Lead of Care Management within the Care Management team, specifically for the Health Home Care Management Program. The Team Lead will support daily operations, ensure high-quality and compliant services, and provide direct oversight, coaching, and escalation support to Care Managers. This role involves carrying a reduced caseload while reinforcing documentation quality, regulatory compliance, and service standards.

Requirements

Master’s degree in Social Work required.
3+ years of Health Home Care Management experience required.
3+ years of supervisory experience leading clinicians and/or Care Managers who provide direct services to individuals with serious mental illness and/or chronic substance use disorders required.
Strong working knowledge of Health Home NYS requirements, Lead Health Home policies, and community-based care resources.
Strong leadership, coaching, and performance management skills, with the ability to develop team capability and accountability.
Strong judgment and decision-making skills, with the ability to navigate escalations, crisis situations, and competing priorities.
Strong written and verbal communication skills, including the ability to engage effectively with patients, families, community providers, and internal stakeholders.
Strong attention to detail and ability to audit documentation, monitor quality, and identify compliance risks or gaps.
Demonstrated strong time management, organizational, and executive functioning skills, with the ability to effectively prioritize competing responsibilities, manage multiple deadlines, and perform successfully in a fast-paced environment with frequent interruptions and shifting priorities.
Demonstrated ability to analyze data, track outcomes, and use reporting to inform follow-up and performance improvement.
Ability to travel in the field to support patients, accompany appointments, and respond to escalated situations.
Proficiency using care management and documentation systems such as Netsmart, Foothold, Salesforce, and UAS-NY.

Nice To Haves

Prior leadership experience in a behavioral health or healthcare setting preferred.
Experience in the New York State Health Homes program preferred.
Experience using systems such as Netsmart, Foothold, and Salesforce preferred.
Bilingual Spanish preferred.

Responsibilities

Serve as the direct people leader for Care Managers, providing day-to-day guidance, coaching, performance feedback, and support on escalated or complex patient and operational issues.
Manage crisis-related situations by advising on response steps, monitoring incidents, and ensuring timely and appropriate incident reporting.
Carry a reduced caseload while modeling best practices in care management, documentation, patient engagement, and follow-through.
Conduct audits of patient and collateral interactions, patient charts, and assessments to ensure accuracy, quality, and compliance with Health Home NYS and Lead Health Home requirements.
Review and sign off on patient assessments in UAS-NY and review monthly HML questionnaires for consistency and completeness.
Support onboarding, training, job shadowing, and ongoing development of Care Managers to improve performance, consistency, and service delivery.
Supervise and support Care Managers in the field through coaching, case consultation, and real-time problem solving to promote quality outcomes and operational effectiveness.
Partner with the Training team to support onboarding, ongoing staff development, competency reinforcement, and continued education initiatives for Care Managers; identify training opportunities, reinforce best practices, and support staff in meeting quality and performance expectations.
Collaborate with the Referral team to coordinate timely member assignments, streamline referral workflows, address operational barriers, and ensure effective communication between departments to support efficient care management services and member engagement.
Monitor and drive productivity metrics to maintain billable service rates above established benchmarks, including a minimum 90% billable compliance standard.
Oversee adherence to Care Management timelines and documentation requirements to ensure readiness for Lead Health Home audits and achievement of audit passing benchmarks as a core departmental KPI.
Provide coaching, corrective guidance, and performance support to Care Managers related to documentation standards, productivity expectations, and quality improvement initiatives.
Review and approve referrals from internal, community, and Lead Health Home sources and coordinate with relevant partners to support appropriate patient assignment and follow-up.