Care Manager II-DSS (Full Time, Hybrid, Wake County, North Carolina Based)

The Care Manager II- DSS position leads all communication among care team members and is the primary point of contact for members connected to Department of Social Services, Department of Juvenile Justice, and other multi-system involvement. This includes supporting the foster care population that is receiving adoption assistance and former foster youth. The Care Manager completes a comprehensive assessment and develops a unified plan of care for Tailored Plan recipients and relays communication among providers of health services.

The Care Manager II - DSS assures that individuals and families with special health care needs receive integrated whole-person care management, including coordinating across physical health, behavioral health, pharmacy and unmet health-related resource needs to ensure they are linked to services and supports in an effort to maximize potential outcomes and decrease the unnecessary use of hospitals and emergency services by assuring that appropriate quality care is in place.

This is a full-time hybrid opportunity within Wake County. There is no expectation of coming into the office routinely, however, the selected candidate must be available to report onsite to the Alliance Office if needed to attend business meetings. They will also be expected to travel weekly throughout the Wake County area to meet with members and attend community meetings as required.

Responsibilities & Duties

Complete Assessment/Planning

• Complete comprehensive assessments at enrollment, yearly or at changes in condition
• Develop Plans of Care derived from the completed assessments
• Assign interventions/plans of care as appropriate for monitoring and service engagement activities 
• Submit referral to the Care Management Consultant team when a physical health or behavioral health need indicates medical and/or pharmaceutical complexity 
• Assign Plan of Care activities to Community Health Worker if member has identified Social Determinants of Health (SDOH), disparities and/or complex payer issues
• Assist individuals/legally responsible persons in choosing service providers; ensuring objectivity in the process
• Consistently evaluate appropriateness of services and ensures implementation of plan of care through information gathering and assessment at defined frequency of contact based on risk stratification
• Utilize person centered planning, motivational interviewing and historical review of assessments in Jiva to gather information and to identify supports needed for the individual
• Actively collaborate with care team, members supported, and service providers to ensure development of a plan that accurately reflects the individual’s needs and desired life goals
• Participate in child and family team meetings, and/or other DSS defined meetings to support plans of care and cross-system communication and collaboration

Provide Support and Monitoring

• Schedule initial contact with member/LRP to verify accuracy of demographic information and obtain necessary information/documents 
• Update inaccurate information from the Global Eligibility File
• Provide education and support, to individuals and LRP, in learning about and exercising rights, explanation of the grievance and appeals process, available service options, providers available to meet their needs, and payer requirements that may impact service connection and maintenance.
• Assist members who are in crisis/institutional care settings and require assistance with returning to community-based services
• Recognize and report critical incidents and provider quality concerns to supervisors and Quality Management
• Complete activities in Jiva related to Plans of Care developed from the Care Management Comprehensive Assessment
• Coordinate with other team members to ensure smooth transition to appropriate level of care.
• Attend treatment meeting with member, natural supports and selected providers.   
• Schedule, coordinate and lead team conference calls on behalf of member needs when applicable
• Communicate with member to check on status, verify care needs are met and that no new clinical needs warrant a change in condition assessment
• Promote customer satisfaction through ongoing communication and timely follow-up on any concerns/issues
• Verify that ongoing service adherence is maintained through monitoring 
• Provide clinical and administrative consultation for DSS and other stakeholders
• Provide system navigation for DSS, the adoption assistance/former foster youth population, and other stakeholders to understand and work within the behavioral health system 

Complete Documentation

• Document all applicable member updates and activities per organizational procedure