Client Case Manager

JOB SUMMARY:
The Client Case Manager will focus on streamlining and improving processes, communication, client satisfaction, and clinical quality outcomes with our client families. By concentrating on clinical outcomes, this role ensures our client families are supported throughout their episode of care by addressing the client family needs, barriers, or challenges and providing service recovery. By understanding client-specific needs and clinical outcomes, we aim to create a more effective and supportive care path experience.

The Client Case Manager liaises between client families, provider network, internal CCS departments, and other resources to assess and coordinate appropriate behavioral health treatment. The client facing clinical case manager supports coordination of care to ensure that each client receives high-quality services.

Core Responsibilities & Essential Job Functions

• Follows care plan through effective case management
• Responsible for assessing and addressing risk, and escalates high risk clinical concerns to supervisor
• Serves as a liaison between treatment providers, funding sources, and client families.
• Collaborates with key stakeholders to address clinical concerns related to client care.
• Serves as the main contact for client families and funders and responds to all inquiries to ensure that they are addressed
• Responsible for conducting service recovery efforts through a thorough clinical review of current care plan (i.e understanding barriers, challenges, clinical progress and desired outcomes) with client families.
• Address and resolve any issues or complaints from client families to improve client satisfaction and access to medically necessary services through service recovery.
• Responsible for reviewing clinical appropriateness of provider transfer requests and supports client’s transition to next treating provider.
• Completes documentation regarding all interactions with the client, provider, and interdisciplinary team, using appropriate systems and procedures in a timely manner, per agency policies.
• Supports Clinical Escalation Specialists and Provider Case Manager to address complaints and grievances by conducting client case reviews and client family outreach. Documents all client family complaints and grievances, and submits documentation to the Catalight Quality department, per policy requirements
• Responsible for supporting identified coverage needs related to Behavioral Health Screening.
• Monitor and analyze trends in caregiver concerns.
• Prepare and present data to management on caregiver trends.
• Participate in special projects, and assist with additional duties or tasks, as assigned by supervisor

Qualifications

Minimum Education, Experience & Training Equivalent to:

• Master's degree from an accredited college or university in social work, marriage family therapy or counseling is required.
• Current registration as an Associate with the California Board of Behavioral Sciences
• Licensed Clinical Psychologist, LCSW, LMFT or LPCC strongly preferred.
• One to two years of related professional experience working with children with autism spectrum disorders (“ASD”) and/or other related developmental disabilities in a multi-disciplinary team setting preferred
• Knowledge of community resources
• Previous experience with clinical case management.
• Demonstrated expertise in crisis management.

Knowledge & Skills:

• Able to conduct strengths based, client centered clinical screener and refer clients for clinically appropriate services.
• Must adhere to all federal, state, and local laws/legislations as applicable as well as HIPAA laws and regulatory agencies
• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience, and discretion when dealing with confidential and sensitive matters.
• Knowledgeable in Microsoft Office (Outlook, Word, Excel, etc.)
• Ability to work in a fast-paced environment while effectively multitasking.
• Ability to work with various individuals across all levels within the organization.
• Manage day-to-day responsibilities with or without supervision.
• Excellent verbal and writing skills.
• Strong interpersonal skills (i.e. advanced listening techniques: empathic, active and reflective listening)
• Strong client focused approach (i.e. ability to set clear boundaries and advocate for client/family needs)
• Must be highly detail oriented and have strong time management skills
• Ability to effectively de-escalate clients and families.
• Excellent problem-solving skills.
• Ability to work successfully on an interdisciplinary team.

Physical Requirements:

• Must be able to communicate effectively within the work environment, read and write using the primary language with the workplace.
• Visual and auditory ability to work with clients, staff, and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Ability to utilize computer, cell phone (iPhone).
• Frequent sitting.

Conditions of Employment

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Ability to obtain and maintain a National Provider Identifier (NPI).
• Must attend any required training.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.