The Care Manager Extender supports Care Managers in delivering integrated,
person-centered care coordination for members enrolled in the Alliance’s
Tailored Plan. This role assists with non-clinical tasks, outreach, and
administrative functions to ensure timely and effective care management services
for individuals with complex behavioral health, intellectual/developmental
disabilities (I/DD), and physical health needs.
This position will allow the successful candidate to work a schedule that will
be primarily remote. While there is no expectation of being in the office
routinely, they will be required to come into the Alliance Office for business
and team meetings as needed.
Responsibilities & Duties-
Member Support and Outreach
Conduct outreach calls to members for appointment reminders, follow-ups, and
engagement activities in accordance with organizational policies, regulatory
requirements, and established workflows
Verify and update accuracy of demographic information with member and through
online record review. This includes confirming guardianship status
Provide education and support to individuals and LRP in learning about
Tailored Care Management, Care Coordination, Care Teams
Assign members to the most appropriate Care Management or Care Coordination
staff based on an assessment of geographic location, population served,
benefit type, referral source, caseload capacity, urgency and complexity of
care needs, and other established assignment criteria to promote timely
access, equitable workload distribution, and effective member support
Other duties as assigned
Documentation and Compliance
Accurately document member interactions and activities in accordance with
Alliance Health policies, NC DHHS standards, and Tailored Plan requirements
Obtain and upload all supporting documentation, Legally Responsible Person
(LRP) verification, Opt-Out Change Form, and Letters on behalf of the member
Complete assigned tasks within required timeframes to maintain compliance
with contractual and regulatory standards and meet productivity and
performance expectations
Protect member confidentiality and comply with HIPAA and organizational
privacy standards during all communications
Collaboration
Work closely with Care Managers, providers, and community partners to promote
integrated care
Participate in team meetings and contribute to problem-solving for member
needs
Coordinate with other team members to ensure smooth transition to assigned
Care Manager/Care Coordinator
Professional Accountability
Use approved scripts, messaging, and communication methods while adapting
conversations to meet member needs
Ensure outreach information provided to members is accurate, clear, and
consistent with current program requirements and benefits
Escalate member concerns, barriers to engagement, urgent needs, complaints,
or potential risks to the appropriate clinical or supervisory staff promptly
Demonstrate reliability through consistent attendance, timely completion of
assigned outreach efforts, and adherence to work schedules
Participate in training, coaching, and continuous improvement activities to
enhance outreach effectiveness and member engagement
Support equitable outreach practices by engaging members in a culturally
responsive, nonjudgmental, and inclusive manner
Take ownership of resolving outreach-related issues within their scope of
responsibility and seek guidance when appropriate
Make diligent efforts to engage members who may benefit most from additional
support, following established outreach protocols and engagement strategies
Assist with locating and verifying member contact information using approved
systems and resources
Support completion of outreach campaigns, assessments, screenings, and member
engagement initiatives as directed
Build and maintain positive relationships with members through respectful,
empathetic, and professional communication that promotes trust, engagement,
and a positive member experience
Minimum Requirements-
Education & Experience
Required:
High school diploma or GED and a minimum of five (5) years of experience in
healthcare, behavioral health, social services or care coordination. Familiarity
with Medicaid Tailored Plan requirements and community resources in North
Carolina required.
Or
Associate’s in human services and a minimum of three (3) years of experience in
healthcare, behavioral health, social services or care coordination. Familiarity
with Medicaid Tailored Plan requirements and community resources in North
Carolina required.
Must reside in North Carolina and have reliable transportation for member visits
and community events/meetings.
Preferred:
Associate’s degree in human services or related field preferred.
Knowledge, Skills, & Abilities-
Strong communication and organizational skills
Ability to work independently and as part of a multidisciplinary team
Microsoft Office suite and electronic medical records
Evidence of the use of problem-solving skills.
Ability to apply basic knowledge of Microsoft Excel.
Ability to utilize computer equipment and web-based software to conduct work.
Ability to interact with various office staff as needed to support necessary
workflows.
Ability to interact with members, their families and other supports.
Ability to communicate effectively with individuals and groups through
spoken, written and electronic media.
Ability to attend to detail, effectively prioritize and execute tasks in a
timely manner.
Salary Range
$26.27-$33.49/Hourly
Exact compensation will be determined based on the candidate's education,
experience, external market data and consideration of internal equity.