Case Manager - Behavioral Health - - : Job Details

Category: Professional

City: Jackson

State: Tennessee

Shift: 8 - Day (United States of America)

Job Description Summary: Under the supervision of the Clinical Manager, and at the direction of applicable Administrative Managers, and in conjunction with Tennessee Health Link Administrative and Support Staff, the Case Manager TOC, or THL Care Coordinator - TOC works to increase and improve member outreach, transitions of care, and high risk member support with THL leading to improved outcomes. The Case Manager TOC monitors data surrounding admission, discharge, and transfers, high utilization, members in crisis, and individuals who are attributed but not enrolled to provide or facilitate timely, individualized, integrated care related to the needs and gaps of clients served. Case Managers are responsible for coordinating, providing, and monitoring services to the individuals identified for thirty-six (36) to forty (40) hours per week while ensuring access to 24-hour care is identified and available.

Essential Job Functions:

• Provides client and family education, support, and care in gender-, spiritually-, economically-, and culturally-responsive, trauma-informed, humble, kind, and competent ways.
• Follows HIPAA guidelines and maintains the highest level of confidentiality and privacy at all times when dealing with client information.
• Provides services to promote individual, program, and system-level approaches that foster health and resilience, and facilitates the connection to other necessary supports that reduce gaps in service and barriers to social inclusion.
• Participates in ensuring that any services offered via telehealth in some capacity are equitable in quality, safety, confidentiality, and appropriateness as if those same services were offered face-to-face.
• Effectively uses current available data to deliver coordinated, integrated, and targeted services and better access to appropriate healthcare providers for improved client outcomes.
• Facilitates the completion of agency-wide timely follow-up services to those discharged from a psychiatric hospital or residential treatment facility due to mental illness or intentional self-harm.
• Ensures the utilization of available data by other case managers in a way that promotes a focus on data-driven goal setting and service delivery to clients surrounding identified gaps in care.
• Coordinates with clients, client support systems, and varied client health service providers as needed to identify and address gaps in healthcare to improve client health outcomes.
• Collaboratively develop and maintain living individualized care plans for clients as needed that identify gaps in care, what services and providers are available to close those gaps, and how barriers to achieving improved outcomes will be addressed.
• Provides and documents linkage, referral, and advocacy services to help clients access and mobilize resources that meet needs and encourage ongoing maintenance of improved outcomes.
• Completes all appropriate documentation in a timely manner with correct and appropriate tone, grammar, and syntax including but not limited to consent, referral, and orientation paperwork, and ongoing clinical documentation.
• Collaborates effectively with clients, family members, outside agency providers and personnel, and internal agency personnel including but not limited to supervisors, clinicians, providers, nurses, and case managers to ensure continuity of care.
• Exhibits the interpersonal skills needed to respond swiftly with a service-recovery mindset when listening to, investigating, and addressing client questions, concerns, and complaints with specific attention given to ensuring clients know their concerns are taken seriously while also maintaining the integrity and professionalism of the staff and organization about whom the concerns are related.
• Provides reporting of work activity to Clinical Manager and THL Support Staff as requested.
• Participates in staffing and supervision as scheduled, and displays evidence of the value of lifelong learning as related to best practices in client care and program goals, standards, and desired outcomes.
• Participates in Quality Assurance & Improvement, Utilization Management, and other agency and system functions.
• Other activities or responsibilities as needed per supervisor or agency.

Job Specifications:

• Bachelor's degree required
• Bachelor's degree in social work, counseling, sociology, psychology or related behavioral-health field preferred
• Bachelor's degree in another discipline must be accompanied by fifteen (15) college-level semester hours of coursework in behavioral health or one (1) year of work experience in a behavioral health setting.
• Must have a valid driver's license and the ability to be granted driving privileges of company vehicles by West Tennessee Healthcare Risk Management
• Must obtain and maintain certification in therapeutic, non-violence crisis de-escalation and intervention as designated by the agency within the 90-day orientation period
• Any additional certification or training as requested by the supervisor or Agency

Experience:

• Employment experience of one (1) year with vulnerable and resilient populations preferred

Knowledge, Skills, and Abilities:

• Exhibits proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Exhibits capacity to learn and utilize electronic medical records and other online software programs quickly and effectively
• Demonstrates professional written, verbal, and nonverbal communication
• Demonstrates ability to set priorities for tasks, to work effectively under minimal supervision, exceptionally organized, described by others as a self-starter, reliable, dependable, and motivated
• Demonstrates eagerness and ease in learning and implementing new technologies, strategies, and behavioral interventions
• Demonstrates an understanding of adverse childhood experiences (ACEs), their potential effect on the health and well-being of individuals, and utilizes best practices to offer trauma-sensitive and trauma-informed care

Interpersonal Requirements:

• Demonstrates the ability to communicate effectively and build rapport with all clients and family members as well as all levels and facets of agency personnel
• Contributes to a positive work environment and the overall team effort of THL, Pathways, and West Tennessee Healthcare
• Flexible and innovative, exhibiting the initiative to function with limited supervision
• Addresses interpersonal conflict concerning colleagues or supervisors with humility, respect, and frankness, and follows the chain of command when needed to resolve issues effectively and timely
• Ability to work well under pressure

Direction/Supervision Requirements:

• N/A

Physical Demands:

• Able to perform various physical demands of the job that help deliver services to program recipients and the agency. Physical demands include but are not limited to prolonged standing, computer screen viewing, sitting, walking, driving, climbing stairs, lifting/carrying objects, etc.
• Able to communicate effectively with others face-to-face and by phone
• Able to use nonviolent, crisis-de-escalation techniques to effectively deescalate and safely restrain an individual if needed
• Able to work hours as designated by client need and provider availability when needed

Environmental Conditions:

• Prepared to travel throughout the agency's catchment area or where clients reside to provide services including but not limited to locations such as other offices, hospitals and treatment centers, criminal justice complexes, and client homes
• Has daily interactions with clients who are mentally ill, seriously emotionally disturbed and/or chemically dependent who, due to their impairment, are at high risk for labile, volatile and/or unpredictable behavior

Other Job Requirements:

• Understands client safety and satisfaction is a top priority and is flexible and accommodating to meet the client's needs and protect client dignity
• Understands and adheres to West Tennessee Healthcare's compliance standards as they appear in the Compliance Policy, Code of Conduct, and Conflict of Interest Policy
• Assumes responsibility for ensuring continued professional growth as well as personal physical and mental health
• The employee is expected to adhere to all WTH policies and procedures.

Nondiscrimination Notice Statement: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by