This is a new supervisor of care manager positions specializing in providing care management and coordination to individuals with and intellectual and other developmental disabilities (IDD). This position can also serve as an IDD expert as CIHA continues to build out the specialty areas of IDD or TBI (Intellectual & Developmental Disabilities) /TBI (Traumatic Brain Injury).
Primary Purpose of the Position
The IDD/TBI (Intellectual & Developmental Disabilities) /TBI (Traumatic Brain Injury)
Care Manager Supervisor is responsible for the design, implementation, and ongoing operations of services and supports for care managers serving IDD or TBI. The position is responsible for supervising care managers who work with individuals with complex chronic IDD and/or TBI diagnoses and their navigation with the medical, pharmacy, behavioral health system and other support systems in the least restrictive environment to meet the needs, desires and wants of the individual. The Supervisor shall provide oversight and guidance to the care managers in providing a person-centered approach to identify, service and support needs and link to the most effective service and supports at the appropriate level of care and provide assistance in managing chronic illness and other conditions, provide education about the Person-Centered and “system of care” approaches in collaboration with stakeholders, monitoring person-centered planning effectiveness, quality of care and ensure the use of evidence-based best practice service delivery methods.
Essential Duties and Responsibilities:
50% Supervision and Management:
20% Training and Collaboration
20% Documentation and Accountability
10% Other duties as assigned including participation in IDD/TBI specific work groups, task forces, listening sessions and offering expertise through the IDD lens. This also includes working with the TPs on referrals and access to the Innovations Waiver.
Complexity of Duties
Care Manager Supervisor will work across a broad range of health, behavioral health, and other support agencies often with specific requirements and timelines. Navigating the various systems can be complex. The individual being served may also have conditions or challenges that are complex and when co-occurring conditions manifest can complicate the care management and navigation required. Seeking consultation when required and generalizing concepts will be critical. Must be highly skilled at shifting between macro and micro level planning, maintaining both the big picture, and seeing that the details are covered.
Position requires the ability act independently and to use judgement when to make decisions and when to seek supervision or escalate a situation to the Director of Care Management or other CIHA management team memebers. The Care Manager Supervisor will conduct individual staff supervision sessions, conduct staff meetings, or team meetings and will seek consultation from the team members or external consultants to meet the needs the individuals served. Individual supervision will occur on a regular basis.
Responsibility for Accuracy
Position is expected to make appropriate decisions that will result in care managers being successful in serving their members in the caseload and maintaining compliance to requirements and CIHA Nuka model of care management. Timely and accurate review of reports, dashboards and other documents required for operations is necessary.
Contact with Others
The Employee will have the ability to learn and understand medical, legal, waiver and program practices/requirements. This knowledge will be applied in problem-solving and in response to questions/inquiries. Interpersonal skills and effective communication are of utmost importance. This position requires the staff to modify communications styles to meet the preferences and level of understanding of providers, individuals, families, and other interested parties. This could be a significant range of communication techniques including the use of augmentative/assistive communication devices and translators/interpreters.
A high level of diplomacy and discretion is required to effectively negotiate and resolve issues with minimal assistance. This will require exceptional interpersonal skills, highly effective communication ability, and the propensity to make prompt independent decisions based upon relevant facts. Problem solving, negotiation, arbitration and conflict resolution skills are essential to balance the needs of both internal and external customers.
All health information and data is considered highly confidential and strict adherence to all applicable policies is required. The position has access to highly confidential patient/member medical and personal information. The Privacy Act of 1974 mandates that the incumbent shall maintain complete confidentiality of all administrative, medical, and all other pertinent information that comes to his/her attention or knowledge. The Act carries both civil and criminal penalties for unlawful disclosure of records. This position requires access to and use of confidential healthcare information or protected health information (PHI) as described in laws addressing patient confidentiality, including, but not limited to, the federal HIPAA law, the Confidentiality of Alcohol and Substance Abuse Patient Records law, 42 CFR Part 2, and various state laws.
As such, the individual filling this position shall be required to be trained regarding such laws and shall be required to observe those laws in his/her capacity as an employee of CIHA. The individual filling this position shall also sign a confidentiality statement as an employee of CIHA. Violations of such confidentiality shall be cause for adverse action. The individual must always adhere to all CIHA/EBCI confidentiality and security policies and procedures.
The level of concentration varies with tasks, with close attention to detail required while entering data and verifying accuracy of information. Duties of this position require the employee to be mobile, reach with hands and arms, speak, and hear. Must have visual acuity. Position is subject to frequent interruptions, requiring varied responses. Must be able to handle multiple projects simultaneously, work independently, and meet deadlines and time frames. Person in this position is required to have close visual acuity to perform activities that include viewing a computer screen and extensive reading. Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists and fingers. Sedentary work with lifting requirements up to 10 pounds, unless assisting an individual in their setting, and sitting for extended periods of time.
The position is required to travel as necessary to meetings, make home visits and assist with interventions as necessary.
Resourcefulness and Initiative
Follows well defined procedures with initiative and judgment required maintaining accuracy and complete tasks in a timely fashion.
Work is performed within the hospital environment, the individual’s home and in community settings in which the individual lives, learns, works, or plays. Frequent out of office travel is required. Minimal overnight travel is required and would be most likely be associated with attendance at training events or conferences at the employee’s discretion. Immunizations are required of all employees.
Consistently demonstrates superior customer service skills to patients/customers/members by demonstrating characteristics that align with CIHA’s guiding principles and core values. Ensure excellent customer service is provided to all patients/customers/members by seeking out opportunities to be of service.