Telephonic Case Manager - Remote

Boston, Massachusetts · Healthcare

We are seeking several care managers on a long-term contract (W2 with benefits). 100% remote role.

Must be able to work Monday - Friday (2pm - 10pm EDT)

The Telephonic Care Manager supports caregivers through a combination of empathy, technology, and proven methods of care. In collaboration with an interdisciplinary team, the Telephonic Care Manager provides support to caregivers through the full program lifecycle of onboarding, enrollment and ongoing coaching support. They will provide program information to caregivers, as well as provide dedicated support, education, and guidance to caregivers, giving them tools and confidence to enable better care for loved ones. Support and resources are provided via telephone and proprietary digital chat technology (Vela), using evidence-based methods of care that address both health care and social needs. The Telephonic Care Manager typically handles more complex, higher risk/need cases on the Care Coaching Team, which may span across multiple states and programs.

What You Will Do:

Engage, motivate, coach, and educate caregivers via phone and digital technology; empower caregivers to manage their own psychosocial, physical and environmental health to improve and maintain wellbeing
Manage case assignments and leverage technology to enable effective coaching and information referral
Assess caregiver and care recipient needs, engaging the caregiver in creating and achieving care plan goals; may include referral to external resources
Perform outreach to prospective caregivers, answer inbound calls, provide program overview; capture caregiver and consumer data using multiple systems to support ongoing participation
Supports Vela onboarding and provides application support to drive caregiver engagement and streamline onboarding workflows
Collaborate with key stakeholders to assess emerging risk, coaching plans and caregiver engagement; identify problems and solutions
Document and report out on coaching activity with a focus on quality and outcomes; make recommendations as appropriate
Perform alert and incident management in compliance with applicable state and program regulatory and/or accreditation requirements
Solicit feedback from caregivers to identify opportunities for additional support and process improvement
Perform other duties as assigned

What You Will Bring:

4 + years’ experience in care management or health coaching and/or experience in health care/wellness
2+ years' pediatric experience(preferred)
Managed Care/health plan experience preferred
Working knowledge of managed care concepts and principles
Strong customer service skills with exceptional active listening and communication skills with a focus on empathy
Proven experience accessing and locating community resources
Ability to navigate (and teach others to navigate and utilize) mobile applications
Ability to multitask in a fast-paced environment, with excellent decision-making skills
Experience in care planning/case management is highly desired
Multilingual skills are highly desired