Case Manager

The Role 

Under the supervision and direction of the Manager of Case Management, the Case Manager’s role is to support and navigate members' healthcare needs, including physical, emotional, and social aspects. Case Managers are expected to plan, seek, advocate for, and monitor services in collaboration with members’ school resources and community resources on behalf of our members, with the primary goal of optimizing functioning and wellbeing by providing and coordinating high-quality services in the most impactful way possible with members with multiple complex needs.  Support is delivered through various electronic mediums (phone, email, SMS, and video). 

Schedule

Will be required to work evenings and weekends to cover the 24/7 crisis rotation as well as meet the needs of the member or provider. 

Varying schedule options to cover day, night, and weekend needs. 

• Planning, facilitating, and advocating for options and services to meet the member’s comprehensive needs at the right level of care, even when services fall out of the scope of TimelyCare services. 
• Collaborating with the member's healthcare team to ensure coordinated and continuous care.
• Monitoring member progress and advocating for necessary adjustments in care plans.
• Providing education and support to members and their families about healthcare options and resources.
• Providing crisis management and support, when needed. 
• Assisting in medication coordination with TimelyCare providers and outside providers.
• Assisting members in achieving their healthcare goals, not losing sight of academic needs and performance
• Support the coordination of care for members, providers, and external partners, serving as their primary point of contact for all customer service, administrative and scheduling needs.
• Uses video conferencing technology and phone calls to coordinate and connect staff, resources, members and providers in the manner effective to delivery of services, member care and education. 
• Support in the coordination and navigation of care related activities as directed by licensed care providers.
• Maintain all records confidentially and securely 
• Responsible for communicating directly with members (video, audio, text, email, etc.) 
• Serves as liaison between member and TimelyCare provider(s).
• Key member of our Crisis Response Team - supporting providers who are working with members during times of life-threatening emergencies - offering ongoing crisis intervention, connecting to local law-enforcement agencies, escalating internally as needed, and supporting with crisis de-escalation.
• Actively monitors and escalates all flagged crisis related comments through the online peer community. Escalates to licensed/clinical leaders when imminent crisis comments present so that immediate care can be provided. 
• Performs other clinical/technical duties as assigned and manages workload and assignments effectively. 

• Master’s degree in the mental health field (e.g. professional counseling, social work, or marriage & family therapy), required.
• 3-5 years of experience in a clinical setting with direct patient care, case management, care coordination experience working with clients with a broad range of complex psychiatric, mental health, substance abuse and medical disorders.
• Experience in and comfortability with crisis level situations 
• Knowledge and experience in implementing crisis-intervention techniques at the individual, organizational, and community level.   Proficiency or rapid assimilation to operate productivity technologies; Microsoft Office, Google Suite, Zoom, Slack, Intercom, Zendesk, Salesforce, and Electronic Health Record systems.
• Understanding of telehealth best practices with considerable attention to detail including proficiency with TimelyCare or competitive telehealth mobile and web app and admin.
• Excellent customer service skills with strong verbal and written communication skills (bilingual a plus, but not required).
• Adaptability to quickly changing priorities and student needs.
• Strong time management skills, with the ability to manage competing priorities.

• Paid Company Holidays + No work on your birthday!
• Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community
• Variable bonus eligibility on a quarterly basis
• Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance 
• Company-paid group Life Insurance + Company-paid Short Term Disability
• Concierge benefit support services
• 401(k) with employer match 
• Free access to TimelyCare virtual medical and mental health support for you and your immediate family
• Mission-Driven Purpose with a Supportive Team Culture

The salary range for this opportunity is $ $65,000 - $70,000 for a licensed provider per year, depending on education, experience, and licensing. This is the base pay, and you will be eligible for a discretionary bonus in addition to the base pay.