Supervisor, Case Management

Responsibilities

• Supervise and maintain efficient department operational systems/processes
• Ensure compliance with policy and procedures, with appropriate documentation, and ensure team meets all department, regulatory, and contractual requirements and goals
• Inform the Manager/Director of process, procedure, policy, and other issues that cannot be resolved within the team
• Model change management philosophies and support and facilitate a positive approach to change among team members
• Monitor team members' calls and casework to ensure staff is following department guidelines, processes, and turn-around times
• Manage performance and hold staff accountable for meeting department standards for quality, turn-around times, policy application, effectiveness, attendance, and personnel management, etc.
• Formulate action plan for less than acceptable performance
• Consult Human Resources and Manager/Director to ensure compliance with company policies and values
• Responsible for personnel management including interview process, goals establishment, performance review, and team-building
• Aid in the delivery of new employee orientation programs for team members, and contribute to the development, maintenance, and communication of educational programs as indicated
• Compile and report team and individual statistics for planning and evaluation
• Assist the Manager and Director to define and utilize performance standards to monitor staff performance
• Accountable for driving performance toward goals and communicating effectively to peers when process gaps are impeding goals
• Manage performance of case management team
• Leads and supervises the program and team as outlined under the Position Overview section
• Ensures that the case managers successfully meet and exceed process-oriented outcomes
• Assess the training and development needs of each new employee to result in fully competent performance within one year
• Assess existing employees for training and development needs or performance improvement plans
• Provide team members with ongoing and consistent feedback, directed toward clinical excellence and accountability to department goals
• Regularly assess and measure team workload and staffing ratios, ensure workload is evenly distributed
• Develop and implement plan for backlog situations when needed
• Coach, encourage, and facilitate individual growth and development through specific, timely, and consistent feedback
• Conduct regular and timely one-on-one meetings
• Ensure timeliness and accuracy of all required administrative functions, i.e., timecards, performance evaluations, call recordings, expense reports, etc.
• Communicate management decisions in a positive manner to staff
• Accessible during workday to facilitate problem-solving and resolution of case review issues and complaints
• Take phone calls, handle escalated issues, and provide a setting for clinical case consultations
• Provide technical and clinical support to staff by researching and responding to their questions
• Coach staff on the Quality Audit results
• Recommendations from audits are evaluated and appropriate improvement measures are taken
• Project and group management and industry knowledge
• Work closely with project management team on implementation of new and renewing clients and for new and ongoing company and department initiatives
• Exhibit skills in organization, project management, time management, and meeting facilitation
• Aid in the development, implementation, or maintenance of department programs, which reflect quality of service and care as delegated by the manager/director
• Represent the case management program at interdepartmental meetings and committees
• Establish and maintain positive relationships with internal and external customers
• Aid in developing and maintaining strong, positive, and open relationships with other internal and external stakeholders
• Listen to and understand customer’s questions, concerns, or problems

Qualifications

• Associate's or Bachelor's degree in Nursing
• 5+ years of related work experience beyond degree, plus 1+ years leadership experience
• Required Certifications/Licensure: Active, unrestricted RN License in the state of MN required; Certified Case Manager (CCM) preferred or the ability and commitment to obtain within two years of hire
• PREFERRED QUALIFICATIONS: Experience working with vulnerable and complex populations in a clinical, home care, or telephonic environment; direct case management experience strongly preferred. Experience and at ease working with various populations: multiple age groups, ethnic and socioeconomic backgrounds, medical, surgical backgrounds, and a generalized level of understanding across specialty care areas. Experience managing multiple computer systems and tools. Proven experience in case management, healthcare operations, or a related field. Strong leadership, coaching, and team development skills.