TITLE: Care Management Supervisor
REPORTS TO: Program Director
DEPARTMENT: Health Home (Adult)
Position Summary:
Under the supervision of the Adult Health Home Assistant Director and Program Director, the Health Home Care Management Supervisor is responsible for the day-to-day oversight, performance, and development of an assigned team of Care Managers. The Supervisor ensures that members receive timely, comprehensive, person-centered care management services that support engagement, continuity of care, connection to needed services, and progress toward identified goals. The Supervisor is responsible for monitoring staff performance, caseloads, documentation, billing, care plan quality, member engagement, retention, and compliance with agency, Lead Health Home, Medicaid, and regulatory requirements. The Supervisor is expected to use available reports, dashboards, and case-level data to identify concerns early, coach staff, address barriers, and ensure appropriate follow-up. Supervisors play a key role in strengthening comprehensive care coordination and ensuring Care Managers are actively collaborating with members, families, healthcare providers, behavioral health providers, hospitals, community-based organizations, and other members of the care team.
Key Responsibilities:
Staff Supervision and Performance Management
- Provides weekly individual supervision to each assigned Care Manager.
- Uses supervision to review staff performance, caseload needs, member risk, engagement barriers, documentation quality, billing activity, care coordination efforts, and follow-up on previously identified action items.
- Maintains complete and timely supervision documentation in accordance with program expectations.
- Provides regular, clear, and timely feedback regarding staff performance and establishes corrective action plans when improvement is needed.
- Monitors staff productivity, attendance, timekeeping, required trainings, and adherence to agency and program expectations.
- Identifies staff development needs and provides coaching, training, case consultation, and other support necessary to strengthen performance.
- Participates in the onboarding and development of new staff, including monitoring progress during introductory and 30/60/90-day periods.
- Escalates employee performance, conduct, leave, harassment, discrimination, and other employee relations concerns to the Assistant Director, Program Director, and Human Resources in accordance with agency policy.
Caseload and Member Oversight
- Maintains active oversight of assigned Care Manager caseloads and ensures caseloads are appropriately managed.
- Reviews caseload trends, member engagement, service activity, risk factors, overdue requirements, and other indicators requiring supervisory intervention.
- Ensures newly assigned and newly enrolled members receive timely outreach, assessment, care planning, and connection to appropriate services.
- Monitors members with significant medical, behavioral health, social, or engagement concerns and ensures appropriate follow-up and escalation.
- Ensures Care Managers are actively addressing gaps in care and barriers related to medical care, behavioral health, housing, food insecurity, benefits, employment, transportation, and other health-related social needs.
- Supports Care Managers in identifying members who may require higher or specialized levels of support, including HH+, behavioral health services, crisis services, and other internal or external programs.
- Escalates significant caseload, member safety, service delivery, or operational concerns to the Assistant Director and Program Director.
Comprehensive Care Coordination
- Ensures Care Managers provide active and meaningful coordination across the member’s care team.
- Monitors collaboration with primary care providers, behavioral health providers, hospitals, specialists, pharmacies, social service providers, community-based organizations, and other involved providers.
- Ensures Care Managers are not functioning solely as referral sources and are actively following services through to connection, engagement, and outcome.
- Reviews complex cases and supports Care Managers in developing appropriate strategies to address barriers to care.
- Facilitates case conferences and interdisciplinary collaboration when needed.
- Ensures appropriate follow-up after hospitalizations, emergency department visits, significant changes in condition, and other high-risk events.
Assessment and Care Planning
- Reviews the quality and timeliness of assessments, reassessments, and comprehensive Plans of Care.
- Ensures Plans of Care are person-centered, meaningful, current, and reflective of the member’s identified needs, priorities, strengths, barriers, and goals.
- Ensures Plans of Care are reviewed and updated as member needs and circumstances change.
- Monitors whether identified goals are being actively addressed and whether services and interventions are resulting in meaningful progress.
- Provides coaching when documentation does not demonstrate a clear connection between identified needs, goals, interventions, care coordination activities, and outcomes.
Engagement, Retention, and Discharge Planning
- Actively monitors members at risk for disengagement, withdrawal of consent, loss to follow-up, or discharge.
- Ensures Care Managers complete timely and meaningful re-engagement efforts before closure is considered.
- Reviews pending discharge and closure requests and confirms that required outreach, care coordination, and supervisory review have occurred.
- Supports Care Managers in identifying and addressing the reasons members are considering withdrawal from the program.
- Ensures discharge planning begins in advance and includes appropriate coordination with the member, providers, and care team.
- Promotes appropriate graduation from Health Home services when members have achieved goals and no longer require the intensity of Health Home care management.
- Ensures members are connected to appropriate ongoing supports before discharge whenever possible.
Documentation, Billing, and Performance Oversight
- Reviews team performance reports, dashboards, and other available data on a regular basis.
- Monitors billable service activity and identifies staff or members with insufficient service activity.
- Ensures required documentation is timely, accurate, complete, and reflective of the services provided.
- Monitors compliance with face-to-face requirements and other programmatic service expectations.
- Identifies documentation, billing, productivity, or service delivery concerns early and develops clear follow-up plans with staff.
- Ensures activities reported as completed are supported by appropriate documentation.
- Escalates unresolved performance, billing, compliance, or operational concerns to the Assistant Director and Program Director in a timely manner.
Quality and Compliance
- Ensures team operations and services comply with agency, Lead Health Home, Medicaid, and applicable regulatory requirements.
- Conducts routine supervisory review of documentation and case records.
- Works collaboratively with the Assistant Director, Program Director, and Quality Assurance to address audit findings, documentation trends, and identified compliance concerns.
- Implements corrective actions and staff retraining when deficiencies are identified.
- Ensures timely completion of required corrections and follows up to confirm that identified issues have been resolved.
- Participates in internal and external audits and other quality improvement activities as assigned.
Crisis and Incident Management
- Provides supervisory support and consultation regarding members experiencing crisis or significant changes in risk.
- Ensures appropriate crisis intervention, safety planning, care team communication, and escalation.
- Immediately reports serious incidents, allegations of abuse or neglect, and other sensitive situations in accordance with agency and regulatory requirements.
- Ensures incident reports and required follow-up are completed accurately and timely.
- Immediately escalates serious incidents and other high-risk concerns to the Assistant Director and Program Director.
Additional Responsibilities
- Reports directly to and maintains regular communication with the Adult Health Home Assistant Director and Program Director regarding team performance, staffing concerns, member risk, operational barriers, and areas requiring leadership support.
- Participates in leadership meetings, team meetings, case conferences, trainings, and other program activities.
- Supports a collaborative and accountable team environment.
- Provides timely and accurate program data and reports as requested.
- Performs other related duties as assigned.
Qualifications
- Master’s degree in social work, psychology, counseling, public health, human services, healthcare administration, or a related field required.
- Minimum of two years of experience in care management, behavioral health, healthcare, or a related human services setting required.
- Prior supervisory or team leadership experience required.
- Knowledge of Medicaid-funded care management, Health Home services, behavioral health, chronic health conditions, and health-related social needs preferred.
- Strong skills in staff supervision, performance management, documentation review, data monitoring, and interdisciplinary care coordination.
- Ability to use reports and performance data to identify trends and drive staff improvement.
- Strong written, verbal, organizational, and problem-solving skills.
- Fluency in Spanish, Russian, Ukrainian, Haitian Creole, French, Mandarin, Cantonese, Yiddish, or Hebrew is strongly preferred.
Work Location: In-Person
Salary Range: $72,000-$80,000
Job Type: Full Time
Schedule: 8 Hour Shift Monday through Friday
Benefits We Offer:
- Competitive salary based on experience.
- Medical, Dental, and Vision insurance.
- Up to 3% 401k Profit Sharing plan automatic contribution for eligible employees.
- Additional 4% 401k match of your contribution from your salary.
- Employee Assistance Program Services (EAP).
- Paid time off (PTO).
Interborough is an EEO employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regards to race, color, religion, sex, national origin, disability status, genetics, protected veterans’ status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state and/or local law and encourage women, veterans and other minorities to apply. Interborough Developmental and Consultation Center is committed to Diversity, Equity, and Inclusion (DEI) in the workplace. We believe that DEI is to unite every community.
#IDCCCM
Pay: $72,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you fluent in any languages other than English? If so, which languages?
Education:
Experience:
- supervisory or team leadership: 1 year (Required)
- care management, behavioral/healthcare, or human services : 2 years (Required)
Work Location: In person
