Client Case Manager

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 with the California Board of Behavioral Sciences is required.  

• Licensed Clinical Psychologist, LCSW, LMFT or LPCC required