Supervisor, Case Management

Job Summary

Supervises daily operations of case management services and staff. Hires, trains, coaches, counsels, and develops staff. Monitors individual staff caseloads and beneficiary service levels to ensure delivery of quality and timely Case Management services. Ensures staff is fully informed of changes impacting their work by communicating updates, policy revisions, performance outcomes, and significant events. Advises non-clinical staff regarding Case Management support tasks. Supervisors are responsible for reviewing and understanding the scope of practice of their state of licensure as well as those of associated staff.

Education & Experience

Required:

• Registered Nurse (RN) or Licensed Clinical Social Worker (LCSW), with a current unrestricted license
• Case Manager Certification by a URAC-recognized entity
• If supporting TRICARE contract, must be a U.S. Citizen
• If supporting TRICARE contract, must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• Three years full-time equivalent of direct clinical care to the consumer
• Two Years Case Management or equivalent experience
• One year supervisory experience or equivalent leadership role

Preferred:

• Bachelor's degree or higher in health-related field
• Experience in Managed Care or TRICARE healthcare delivery system

Key Responsibilities

• Supervises the daily operations of case management services. Hires, trains, coaches, counsels, and develops clinical and non-clinical staff. Supports recruitment efforts by interviewing, selecting, and training new staff.
• Applies knowledge of HIPAA privacy and security regulations as well as URAC accreditation standards to ensure compliance in daily practice.
• Coordinates staff orientation and training. Ensures staff provides case management within scope of practice and in compliance with organizational protocols, desk procedures, and policies. Provides staff training, including training aids. Documents and assesses effectiveness of staff training.
• Supervises individual staff caseload and beneficiary treatment plans to ensure delivery of care, productivity, and timeliness. Evaluates case manager practice for quality, timeliness, and process consistency. Conducts regular and ad hoc case review audits, providing staff feedback regarding results and process improvement. Participates in the evaluation of the case management program.
• Ensures compliance with TriWest policy and Health Care Services desk procedures.
• Collaborates with case managers, care coordinators, medical providers, the Director, Case Management and the Medical Director for Case Management on program interpretation and guidance.
• Participates in clinical and non-clinical performance improvement projects. Actively participates in teleconferences and meetings.
• Monitors and provides input on the performance of non-clinical staff.
• Supports department by carrying a case load as necessary.
• Performs other duties as assigned.
• Regular and reliable attendance is required.

Competencies

Coaching / Training / Mentoring: Actively foster actions required for desired business outcomes through ongoing constructive feedback.

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Delegation Skills: Provide clear performance expectations for projects and ensure adequate access to resources for completion.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues, tactics, and strategies.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Thorough knowledge of TRICARE policies and procedures, Case Management, Utilization Management, HIPAA Privacy and Security regulations, URAC accreditation standards, Managed Care concepts, Behavioral Health practices and principles, community resources, alternative funding programs, medical management systems. Proficiency with International Classification of Diseases, Current Procedural Terminology, Healthcare Common Procedural Coding System.

Working Conditions

Working Conditions:

• Availability to cover any work shift
• Works within a standard office environment, with minimal travel
• Extensive computer work with prolonged sitting