Client Care Manager

Job Summary

The Client Care Manager plays a vital role in supporting individuals and families by facilitating access to medical, behavioral health, and social support services. This position provides comprehensive care coordination services across one or more care coordination programs administered by the agency, ensuring services are person-centered, culturally responsive, and aligned with program requirements.

Client Care Managers work directly with participants, their families or caregivers, and multidisciplinary partners to identify needs, reduce barriers to care, and support participants in achieving their health and wellness goals. This role requires strong outreach skills, independent work in community settings, accurate documentation, and the ability to collaborate effectively across systems of care.

This is a hybrid remote employment opportunity where much of the work is done via a combination of home-based work and field work reaching clients in their homes and other appropriate locations. This position is responsible for providing all aspects of Care Coordination in Chelan and Douglas counties under multiple care coordination programs.

The ideal candidate will be trustworthy, organized, and have excellent interpersonal skills to engage and carry a case load of clients. The position requires effective outreach and recruitment of beneficiaries in a large and mostly rural geographic area, ability to work effectively with minimal supervision, and the use of Health IS platforms for documentation.

Primary Duties:

Outreach

Conduct proactive outreach to identify, engage, and enroll eligible individuals into care coordination services in alignment with program requirements.
Perform outreach through multiple methods including phone, mail, electronic communication, in-person visits, and community-based settings.
Explain program purpose, services, and participant expectations clearly and accurately to potential participants and their families or caregivers.
Build and maintain effective working relationships with referral sources, community partners, healthcare providers, and social service organizations to support ongoing referrals and engagement.
Make repeated and timely attempts to contact hard-to-reach or disengaged participants using approved outreach strategies.
Document all outreach efforts, contacts, and outcomes accurately and timely in the Electronic Health Record (EHR) or required tracking systems.
Adjust outreach approaches based on participant needs, cultural considerations, geographic barriers, and program guidelines.
Meet program-defined outreach, engagement, and enrollment benchmarks as applicable.

Client Engagement and Support

Engage assigned participants through phone, mail, electronic communication, and in-person visits.
Build trusting relationships with participants and, when appropriate, their families or caregivers.
Complete screenings, assessments, and program-required tools to identify needs, strengths, and priorities.
Support participants in developing and following individualized care or action plans that reflect participant-identified goals.
Provide services in a respectful, trauma-informed, and culturally responsive manner, with attention to social determinants of health.

Care Coordination and Collaboration

Client Care Manager’s complete program-required care plans, screenings, and consents in accordance with applicable care coordination models and contracts.
Coordinate care across healthcare providers, behavioral health agencies, social service organizations, and community resources.
Facilitate referrals and follow-up to ensure continuity and timeliness of services.
Participate in care team communication, case conferencing, and interdisciplinary collaboration as required by program standards.
Advocate for participants to reduce barriers to care and improve access to needed services.

Documentation and Compliance

Maintain accurate, timely, and thorough documentation of all participant contacts and care coordination activities in the Electronic Health Record (EHR) or other required systems.
Ensure confidentiality and security of participant information in compliance with HIPAA and agency policies.
Adhere to all relevant federal, state, contractual, and program-specific requirements.

Administrative and Organizational Support

Manage assigned caseloads effectively and meet productivity and documentation expectations.
Respond to participant inquiries and concerns in accordance with agency policies and procedures.
Represent the agency professionally in the community and with partner organizations.
Assist with program-related projects or duties as assigned by leadership.

Requirements/Qualifications

Bachelor’s degree Nursing, Social Work, Psychology, Social Services, or a closely related field required; OR Associate degree in Nursing, Social Work, Psychology, Social Services, or a closely related field, with four or more years' experience in care coordination.
Two or more years of experience in care coordination, case management, healthcare, social services, or a related field preferred.
Experience as a Health Home Care Coordinator or working within a Medicaid Health Home or similar care coordination model is preferred.
Knowledge of community resources, healthcare systems, and social service networks.
Experience using Electronic Health Records (EHRs) and basic computer applications (e.g., Microsoft Word, Excel).
Fluent in Spanish and English
Strong communication, organizational, and time-management skills.
Ability to work independently with minimal supervision in community-based settings.
Reliable transportation, valid driver’s license, and ability to travel locally as required.
Ability to pass a criminal background check.

Benefits

Free medical and dental insurance for employee-only insurance coverage (premiums are paid 100% by the company)
Paid Time Off
Paid Holidays
Bereavement Leave
Mileage reimbursement for approved business travel

Environmental Factors

Must be able to sit or stand for extended periods of time.
Have speech, visual, and hearing skills sufficient to interact with staff and customers.
Must have a valid driver’s license and proof of insurance.
Must be able to travel as needed.
Must have ability to lift 25 pounds.

Pay: $26.73 - $38.00 per hour

Benefits: