Telephonic Medical Case Management Supervisor

Please make sure to complete all the questions in the application and continue through to the end in order to sign and submit it.

Position Summary:

The Supervisor is accountable for overseeing the performance of their assigned team. They play a key role in implementing company best practices to achieve departmental goals and objectives. This position involves close collaboration with the Nurse Triage, Utilization Review, Case Management and Pharmacy teams. The Supervisor must have up-to-date knowledge of evidence-based nursing practices and demonstrate strong critical thinking skills in applying the case management process at all stages.

Essential Duties and Responsibilities:

Possess excellent communication and organizational skills to interface with the client, claimants and staff. Working well independently and setting priorities is essential.

The Supervisor manages daily operations, ensuring updated information is maintained, customer service standards are met, and complaints are effectively resolved.

Additionally, the Supervisor is responsible and accountable for Human Resource functions, including recruitment, performance improvement, quality assurance, and ensuring compliance with client expectations and guidelines, while also meeting unit goals.

Primary Responsibilities include:

• Represents the company in a professional manner to both internal and external customers and clients.
• Assures performance standards of the team through continued training and coaching, quality assurance along with regular performance evaluations.
• Responsibilities include providing clinical, technical and operational support and direction, including organization and department procedures.
• Monitors staff works assignments and makes appropriate adjustments based on staffing levels
• Provides coaching and training to improve productivity of staff members within team.
• Assists in training new staff and ongoing training to ensure staff's ability.
• Reviews quality audits and shares audit results promptly with associates, providing necessary education and training to improve performance.
• Works collaboratively with the Manager and identified TMC leadership team to develop and implement performance measures, and monitors associates placed on performance improvement plans.
• Responsible for completing annual reviews for direct reports with Manager input.
• Creates and supports an environment that fosters teamwork, cooperation, respect, and diversity.
• Ensures staff compliance with Case Management laws and mandated regulatory requirements
• Foster a positive working environment with a focus on the overall goals within the department.
• Monitor and continue to develop workflows within the department.
• Utilizes jurisdictional knowledge of regulatory rules, statutes and procedures governing the jurisdictions assigned to ensure compliance.
• Assists in developing and overseeing the implementation of common case management practices and procedures with assigned team members
• Ensures consistent and complete compliance with TRISTAR's policies and procedures.
• Maintains communication among staff members in the department and communicates with management team.
• Participation in management team and supervisory meetings
• Participates in Quality Management Committee meetings
• Participates in client stewardship and implementation meetings as necessary
• Miscellaneous duties and special projects as needed, including maintenance of current knowledge of workers' compensation laws and rules to ensure recommendations follow laws/rules, and participation in necessary continuing education to remain current in clinical diagnosis, procedures, treatment and clinical/legal issues.

Additional Functions and Responsibilities

• Excellent written and verbal communication skills necessary for staff and client contact, presentations, and personnel management.
• Excellent leadership skills, with a demonstrated ability to motivate staff and obtain results through teamwork.
• Ability to function effectively under time constraints, consistently meet deadlines and manage multiple tasks in a changing work environment.
• Ability to attend meetings and travel overnight/occasional
• Computer proficiency with ability to use common computer applications - Microsoft program, Word, Excel, PowerPoint.

Knowledge of case management and cost containment

• Adhering to URAC standards and company policies and procedures
• Maintain confidentiality- Knowledge of laws and regulations pertaining to HIPPA and PHI

Education/Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• RN with current unrestricted state licensure associate or bachelor's degree in nursing and or Master's level or higher in Health, Psychology, or Social Services.
• 3 years clinical practice experience required.
• Certification as a CCM (CRC, CDMS, or current CRRN), or willingness to pursue.
• Workers' Compensation case management and supervisor experience preferred.

Key Competencies:

• Basic Computer proficiency (Microsoft Office Products including Word, Outlook, Excel, Power Point); which includes navigating multiple systems.
• Ability to effectively communicate telephonically and in written form.
• Must meet productivity & quality expectations.
• Ability to organize and prioritize daily work independently and effectively.

Equipment Operated/Used:

• Essential Equipment: Desk, Telephone/Fax, Computer Keyboard, Mouse
• Essential Tools: Pens, pencil, computer, Keyboard
• Essential Vehicles: Valid driver's license required

Special Equipment or Clothing:

Professional attire adhering to the Company Dress Code

Here are some of the benefits you can enjoy in this role:

• Medical, Dental, Vision Insurance.
• Life and Disability Insurance.
• 401(k) Plan
• Paid Holidays
• Paid Time Off.
• Referral bonus.

MENTAL AND PHYSICAL REQUIREMENTS

1. MENTAL EFFORT

a. Reasoning development:

Follow one- or two-step instructions, routine, repetitive task.

Carry out detailed but uninvolved written or verbal instructions, deal with a few concrete variables.

Follow written, verbal, or diagrammatic instructions, several concrete variables.

X Solve practical problems; variety of variables with limited standardization; interpret instructions.

Logical or scientific thinking to solve problems; several abstract and concrete variables.

Wide range of intellectual and practical problems; comprehend most obscure concepts.

b. Mathematical development:

Simple additional and subtraction; copying figures, counting, and recording.

Add, subtract, multiply, and divide into whole numbers.

X Arithmetic calculations involving fractions, decimals, and percentages.

Arithmetic, algebraic, and geometric calculations.

Advanced mathematical and statistical techniques such as calculus, factor analysis, and probability determination.

Highly complex mathematical and statistical techniques such as calculus, factor analysis, and probability determination requires theoretical application.

c. Language development:

Ability to understand and follow verbal or demonstrated instructions; write identifying information; request supplies verbally or in writing.

Ability to file, post, and mail materials; copy data from one record to another; interview to obtain basic information such as age, occupation, and number of children; guide people and provide basic direction.

Ability to transcribe dictation; make appointments and process mail; write form letters or routine correspondence; interpret written work instructions; interview job applicants.

X Ability to compose original correspondence, follow technical manuals, and have increased contact with people.

Ability to report, write, or edit articles for publication; prepare deeds, contracts or leases, prepare and deliver lectures; interview, counsel, or advise people; evaluate technical data.

2. PHYSICAL EFFORT

a. Physical activity required to perform the job:

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

X Light work:

a. Exerting up to 20 pounds of force occasionally

b. Exerting up to 10 pounds frequently

c. Exerting a negligible amount of force constantly to move objects

(If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work).

Medium work:

a. Exerting up to 50 pounds of force occasionally

b. Exerting up to 20 pounds of force frequently

c. Exerting up to 10 pounds of force constantly to move objects

Heavy work:

a. Exerting up to 100 pounds of force occasionally

b. Exerting up to 50 pounds of force frequently

c. Exerting up to 20 pounds of force constantly to move objects

Very heavy work:

a. Exerting in excess of 100 pounds of force occasionally

b. Exerting in excess of 50 pounds of force constantly to move objects

c. Exerting in excess of 20 pounds of force constantly to move objects

• Visual requirements necessary to perform the job:

Far vision: clarity of vision at 20 feet or more

X Near vision: clarity of vision at 20 inches or less

X Mid-range vision: clarity of vision at distances of more than 20 inches and less than 20 feet

Depth perception: the ability to judge distance and space relationships, so as to see objects where and as they actually are

Color vision: ability to identify and distinguish colors

Field of vision: ability to observe an area up or down or to the right or left while eyes are fixed on a given point

2. PHYSICAL EFFORT (cont.)

FREQUENCY

c. Physical activity necessary to perform the job and frequency (e.g., continually, frequently, or occasionally):

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.

Balancing: Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Crouching: Bending the body downward and forward by bending legs and spine.

Crawling: Moving about on hands and knees or hands and feet.

Reaching: Extending hand(s) and arm(s) in any direction.

Standing: Particularly for sustained periods of time.

Walking: Moving about on foot to accomplish tasks, particularly for long distances.

Pushing: Using upper extremities top press against something with steady force in order to thrust forward, downward, or outward.

Pulling: Using upper extremities to extend force in order to drag, haul, or tug objects in a sustained motion.

Foot

Motion: Using feet to push pedals.

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. This factor is important if it occurs to a considerable degree and requires substantial use of the upper extremities and back muscles.

X Fingering: Picking, pinching, typing, or otherwise working with fingers rather than with the whole hand or arm as in handling.

X Grasping: Applying pressure to an object with the fingers and palm.

Frequently

Occasionally

2. PHYSICAL EFFORT (cont.)

FREQUENCY

X Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which workers must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

X Hearing: Perceiving the nature of sounds with or without correction. Ability to receive detailed information through verbal communication and to make fine discriminations in sound, such as when makes find adjustments on machined parts.

Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

X Repetitive Substantial movements (motions) of the wrists, hands,

Motion: and/or fingers.

Regularly

Regularly

Frequently

3. WORKING CONDITIONS

Disagreeable job conditions to which the employee may be exposed and the frequency (e.g., continually, frequently, or occasionally) of this exposure.

WORKING CONDITION

ENVIRONMENTAL

FACTOR

NATURE/REASON

OF EXPOSURE

FREQUENCY

Dirt/Dust

Noise

Temperature extremes

Dampness

Vibrations

Equipment movement hazard

Chemicals/solvents

Electrical shock

Significant work pace/pressure

Odors/Fumes

Other (specify):

Signatures:

This job description has been approved by all levels of management:

Human Resources: ___

The employee's signature below constitutes the employee's understanding of the mental and physical requirements, essential functions, and duties of the position.

Employee____ Date____