On Call Care Manager

POSITION SUMMARY:

The On-Call Care Manager (OCCM) is the care manager responsible for providing telephonic on-call care management to Central Boston Elder Services Home Care and Special Program consumers. The OCCM is responsible for coordinating services, providing information, and responding to inquiries regarding the community social services offered to  consumers who are enrolled in Care Management Only and consumers in other programs who have their ongoing care managers temporary unavailable, in accordance with the HIPAA regulations, CBES’s policies, procedures and practices. In addition, the On-Call Care Manager will provide information regarding the access to services available through CBES and other community resources to assist the caregivers, CBES business partners, medical practices, and others seeking information.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Provide care management services via the telephone to consumers who are enrolled in the Care Management Only Home Care Program.
2. Assist with service arrangement and coordination for CBES consumers as needed.
3. Address and follow up on any issues, complaints and requisites reported by callers.
4. Transfer incoming calls to the appropriate CBES staff as requested by the caller.
5. Conduct Health and Wellness calls to CBES consumers who were reported on the “Missed Meals Report” as required by the CBES Policies and procedures and directed by the EOEA. (who is responsible for completing this task currently)
6. Contact Health and Wellness calls for consumers “At Risk” as directed by the management. 
7. Assist with obtaining clinical or other case related documentation for CBEC consumers and applicants as requested by the management team.
8. Take all necessary information and submit a Home Care referral for elders seeking assistance from CBES.
9. Immediately report all Critical Incidents to the manager in charge and complete Critical Incident Reports (CIRs) as required by the State and CBES policies.
10. Report all suspected abuse cases to the manager in-charge
11. Report to the manager in charge and submit CBES complaint log to address all incoming complaints reported by callers.
12. If required, file Protective Service (PS); Disable Person Protection report (DPP) or other reporting documentation as required by the State.
13. Perform all services in accordance with state and federal law and written CBES management policies and procedures, including timely entry of all information required to be included in the Social Assistance Management System (SAMS).
14. Maintain care management documentation as required by CBES Unifies Documentation Policy.

QUALIFICATIONS:

1. Bachelor’s Degree and two years professional experience in field care management, service coordination, outreach and/or advocacy with persons over the age of 65 preferred.
2. Ability to assess clients and their needs and knowledge of the community-based service network.
3. Excellent written and oral communicational skills required.
4. Excellent interpersonal and problem-solving skills Required
5. Strong organizational skills.
6. Ability to work with a diverse population and within a multi-disciplinary team.
7. Ability to work in a high pressure and time sensitive environment.
8. Ability to work independently with minimum supervision.
9. Knowledge of other languages preferred.

PHYSICAL REQUIREMENTS OF THE JOB:

• Ability to lift and carry objects frequently weighing up to 10 to 15 pounds.
• Ability to climb stairs.
• Ability to travel to the community to perform visits at consumers’ home.

Work requires regularly standing, stooping, and bending.