CFSP Care Manager Supervisor

Position Summary

CCNC is contracted with Healthy Blue Care Together to provide statewide care management to support Medicaid enrolled members receiving adoption assistance. Within the Children and Families Specialty Plan (CFSP), Care Management Supervisors are responsible for managing and overseeing assigned care managers and ensuring fidelity to the CFSP Care Management model which includes comprehensive, cost effective, high quality, coordinated physical health, behavioral health, and social services while achieving Care Management program outcomes and process metrics.

Essential Functions

Operations

• Manage and oversee assigned Care Managers.
• Ensure staff are well trained in and maintain compliance with all organizational and department goals, policies, procedures and business processes
• Responsible for ensuring that all Care Plans are complete and in accordance with plan-based policies and protocols, reviewing them for quality control, and providing guidance to care managers on how to meet Members’ needs. Ensure care managers provide Trauma Informed Care and recognize the impact of Adverse Childhood Experiences on the CFSP population.
• Oversee coordination with a multidisciplinary care team collaborating with primary health care professionals, Behavioral Health care professionals, specialty providers and stakeholders.
• Supplement Care Management team activities as needed
• Ensure adequate coverage of all tasks and equal workload distribution to Care Management staff
• Serve as a Care Management content expert for the team
• Utilize Hospital/Data or Electronic Medical Record system as necessary
• Assist with implementation of new workflows, processes, and programs, as necessary to contribute to the success of the organization.
• Adhere to CCNC Privacy and Security policies to ensure that patient and company data is properly safeguarded.
• Provide coverage for vacation, sick leave, or care manager vacancy if needed.

Quality Improvement

• Review Care Management documentation for adherence to quality standards
• Use data to drive decisions and plan/implement performance improvement strategies related to Care Management metrics for assigned members
• Provide feedback to Care Management Team Members on ways to improve the quality and effectiveness of service delivery
• Complete quality performance audits
• Collaborate with appropriate leadership and team members to address member complaints and member survey results.

Staff Management

• Provide direct supervision of assigned Care Management staff
• Participate in recruitment, interviewing, and/or hiring
• Ensure that new hires receive appropriate orientation and mentorship
• Conduct performance evaluations
• Maintain team accountability by empowering staff to work independently and as a team to meet company and departmental deadlines, objectives, and targets
• Develop and monitor coaching and Performance Improvement Plans (PIP) with team members as needed
• Provide ongoing staff development
• Provide conflict resolution with staff
• Ensure team member adherence to policies and procedures
• Disseminate communication and facilitate team meetings
• Approve time sheets, expense, mileage reimbursements, and other administrative duties as required
• Coordinate coverage when team member is out
• Maintain a cohesive, integrated, well informed, and educated team

Qualifications

• Must be a master’s-level fully Licensed Clinical Social Worker (LCSW), fully Licensed Clinical Mental Health Counselor (LCMHC), fully Licensed Psychological Associate (LPA), fully Licensed Marriage and Family Therapist (LMFT), or licensure as an RN.
• Must have three (3) years of experience providing care management, case management, or care coordination to individuals served by the child welfare system (either in North Carolina or another state).
• Supervising care managers overseeing care managers that are conducting in-reach and transition shall also meet the following requirements:
  • Must be knowledgeable about resources, supports, services and opportunities required for safe community living
• CCM certification required
• Maintain ability to gain and keep access to Hospital/Data or Electronic Medical Record systems
• Maintain a valid driver’s license with current auto liability insurance

Knowledge, Skills, and Abilities

• Advanced knowledge and understanding of office applications, including MS Office (Word, Excel, Power Point, Outlook) is required, as well as internet and digital literacy
• Excellent communication skills - oral and written
• Critical thinking skills, effective clinical judgment, independent decision-making, change management skills, and problem-solving abilities
• Skilled in establishing rapport with members, providers, and community partners either in person or via telephone
• Strong organizational and time management skills
• Coaching, team building and supervisory skills
• Ability to work independently and function as an integral part of the team
• Motivational Interviewing skills and knowledge of adult learning and teaching principles
• Sensitivity to diversity of cultures, language barriers, health literacy, and educational levels
• Clinical competence in disease management and Care Management principles
• Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives
• Ability to shift strategy or approach in response to the demands of a situation
• Perform all other duties as requested

Working Conditions

• Multiple contacts are required with various members, providers, multi-payer systems and community partners to ensure coordination of services; exposure to general office and household conditions, as well as communicable disease could occur
• Routinely there may be some minor physical inconveniences or discomforts in the work setting, including sitting for moderate periods of time
• Must be able to utilize office equipment, computer, keyboard, and phone with or without assistive devices
• Repetitive wrist motion and occasional lifting/carrying of up to 25 pounds
• Travel using personal vehicle may be required within the assigned area and/or the State