Case Manager

Position Description - Case Manager

Original Board Approval Date

03/27/2024

Reports to

Behavioral Health Services Manager

Division

Clinical Patient Care

Exempt/Non-Exempt Status

Non-Exempt

Security Roles

Case Manager

JOB SUMMARY: The Case Manager plays a critical role in supporting the mission and success of HOPE's integrated healthcare by providing care coordination, advocacy, and resource navigation for individuals with behavioral health needs. This position requires strong organizational abilities, excellent interpersonal and communication skills, and a passion for mental health advocacy and community support.

The Case Manager is responsible for assisting patients in accessing appropriate behavioral health, medical, and community-based services to promote improved health outcomes and overall well-being. The position works collaboratively with the behavioral health staff and community partners to ensure continuity of care and address barriers impacting treatment and recovery.

This position reports directly to the Behavioral Health Services Manager.

PRIMARY DUTIES & RESPONSIBILITIES:

• Case Management & Care Coordination

• Conduct patient screenings and assessments related to behavioral health and social service needs as requested by providers.

• Coordinate referrals and connect patients with appropriate behavioral health services, medical care, and community resources.

• Assist patients in navigating healthcare systems and accessing support services such as housing, transportation, financial assistance, and social support programs.

• Monitor patient progress and follow up to ensure identified needs are addressed and care goals are achieved.

• Patient Advocacy & Support

• Advocate for patients' rights, needs, and access to services within healthcare and community systems.

• Provide emotional support, encouragement, and crisis intervention assistance when appropriate.

• Promote patient engagement, self-management, and adherence to treatment recommendations.

• Communication & Collaboration

• Maintain effective and professional communication with patients, providers, staff, and community partners.

• Collaborate with interdisciplinary care teams to support integrated and patient-centered care.

• Participate in case conferences, care coordination meetings, and organizational initiatives as needed.

• Documentation & Data Management

• Maintain accurate, timely, and confidential patient records in accordance with organizational policies and regulatory requirements.

• Document patient interactions, referrals, follow-up activities, and outcomes in electronic health record systems.

• Assist in identifying and addressing gaps in care through ongoing tracking and reporting.

• Risk Management & Compliance

• Identify potential barriers, risks, or challenges impacting patient care and collaborate with leadership to implement appropriate interventions.

• Ensure compliance with all applicable regulations, organizational policies, ethical standards, and best practices.

• Participate in Quality Assurance/Quality Improvement (QA/QI) and Risk Management activities as assigned.

INTERMITTENT DUTIES:

• Performs other duties as assigned by the Behavioral Health Services Manager to support departmental operations and organizational needs.

OFF-SITE WORK:

• Off-site work is not a requirement of this position.
• With prior Team Leader approval, some job tasks may be completed remotely. These may include, but are not limited to: trainings, conferences, meetings, and daily activities that need to be completed by a deadline.
• Off-site work classification and arrangements will be reviewed by the Team Leader at hire, during annual performance evaluations, and as needed throughout the year.

SKILLS/QUALIFICATIONS:

• Bachelor's degree in Psychology, Social Work, Human Services, Public Health, or a related field preferred.
• Experience in behavioral health case management, community health work, social services, or a related field preferred.
• Current Basic Life Support (BLS) certification
• Strong organizational, multitasking, and time management skills.
• Excellent interpersonal, communication, and problem-solving abilities.
• Knowledge of behavioral health services, community resources, and care coordination practices.
• Ability to work effectively with diverse populations and interdisciplinary teams.
• Proficiency in electronic health records (EHR) systems and computer applications including Microsoft Word, Excel, Outlook, and internet-based platforms.
• Commitment to maintaining confidentiality and professionalism in all client interactions.

PERSONAL ATTRIBUTES:

The ideal candidate will consistently demonstrate the following qualities:

• Trustworthiness and integrity
• Respect for patients, colleagues, and community members
• Cultural humility and sensitivity to diverse backgrounds
• Flexibility and adaptability in a dynamic healthcare environment
• Strong work ethic and commitment to excellence
• Compassionate and patient-centered approach to care

WORKING CONDITIONS & PHYSICAL DEMANDS:

• This role functions primarily in a professional office or clinical environment with occasional travel between HOPE sites.
• Occasional extended hours may be required based on organizational needs.
• Potential exposure to health hazards, including body fluids, within the healthcare setting.
• Must be able to communicate effectively in English, both verbally and in writing; fluency in a second language is helpful but not required.
• Requires sufficient vision and hearing to perform duties and communicate by phone and in person.
• Occasionally required to lift or move items up to 25 pounds.

Note: This job description is intended to convey information essential to understanding the scope of the Case Manager position. It is not intended to be an exhaustive list of qualifications, duties, or responsibilities, as other duties may be assigned as needed.

This job description follows the Americans with Disabilities Act (ADA) and the Fair Labor Standards Act (FLSA) (May 1995)

HOPE Family Health Services is an equal opportunity employer who complies with applicable State and Federal civil rights laws and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status.

Many positions at HOPE Family Health Services are funded in-part or in-whole by State or Federal Department of Health and Human Services funding and as such, our organization cannot employ individuals with certain criminal backgrounds or who are on State or Federal exclusion or debarment lists.