Lead Care Manager (Remote, Full Time)

at Pair Team

 

About Pair Team

Pair Team is on a mission to improve the wellbeing of underserved communities through increased access to high-quality care.

We are the first tech-enabled care team that empowers safety-net primary care systems and the Medicaid & Medicare patients they serve. We act as an extension of the clinical staff to provide a personalized, high-touch care experience while addressing patients' barriers to care such as lack of transportation, housing/food insecurity, and mobile phone access. Internally, we are building a unique care delivery platform to ensure clinical best practices, integrate care with community-based organizations, and automate administrative work so that we can focus on time with our patients.

With both federal and state government alignment, community health centers are ready to move into value-based care and we are tackling the core staffing and access challenges to meet the needs of our communities.

 

Our Values

  • Trust: We consistently strive to earn the trust of our patients, our clinic partners, and our teammates.
  • Growth: We grow together – as a company and as individuals. 
  • Accountability: We act like owners and take pride in our work.
  • Act beyond yourself: Our vision and impact goes beyond ourselves and so must our actions.

 

About the Opportunity

Pair Team is building a team of deeply passionate individuals ready to change primary care operations for those who need it most.  We are looking for a highly motivated full-time Lead Care Manager who is willing to think creatively and empathically to help our team change the way people access healthcare. 

We are excited to partner with Federally Qualified, Non-Profit Health Centers in California’s San Bernardino county to enable their participation in CalAIM’s new Enhanced Care Management Medi-Cal benefit program, which provides long-term, whole-person care coordination, inclusive of behavioral health and social needs supports.

We seek a full-time Lead Care Manager to play a critical role in our whole-person, interdisciplinary care model, responsible for directly outreaching and engaging with individuals living with Serious Mental Illness/ Substance Use Disorder, experiencing homelessness, and/or those who have high medical needs. We believe in the power of trust and relationships to successfully engage those who may have never received the kind of whole-health care that Pair Team can provide. Focused on building relationships with and providing ongoing support to individuals whose quality of life can be improved with the Enhanced Care Management benefit, the Lead Care Manager has lived experience in the local community, is an empathetic problem-solver, and works closely with our partner clinics, community organizations, and Pair Team’s care coordinators. 

 

Key Responsibilities:

Build trust and develop relationships with individuals experiencing homelessness, living with Severe Mental Illness/Substance Use Disorder, and living with multiple chronic conditions

  • Use relationship-based strategies to engage members in care, understanding that many may have lived personal experiences causing them to be initially hesitant or distrusting of the health care system 
  • Seeks to listen openly to members and meets them where they are – understanding that adopting an “it’s not my fault but it is my problem” attitude in all communication styles and approaches 
  • Supports members with social support navigation 
  • Conducts periodic telephonic outreach and ensure timely follow-up to members
  • Leverages deep understanding of community and best-in-class customer service skills to gain trust with members
  • Responsible for ongoing engagement of all members (tier 1-3) with evidence based approach to promote engagement and achievement of health goals
  • Work with member to identify health/wellness goals and incorporate goals into Health Action Plan/Shared Care Plan
  • Supports nurse care manager, behavioral health care manager, nurse practitioner and Community Health Worker with delegated tasks
  • Collaborates on care issues with Enhanced Care Management team by participating in systematic case reviews and consulting with nurse care manager, behavioral health care manager, and nurse practitioner before taking clinical actions
  • Documents interactions and care per protocols to ensure compliance with state and health plan regulations 
  • Identify and break down barriers ensuring individuals’ continuation with the program

Serve as liaison between individuals, their clinic, and community supports 

  • Promote effective and timely communication amongst internal teams, clinic partners and third-party facilities
  • Assists individuals in securing connection to community supports (transportation, housing, food and durable medical equipment) by scheduling appointments and managing referrals
  • Coordinate physical care management and care coordination relationships with external healthcare providers
  • Facilitate and ensure recommendations are communicated across health care team
  • As needed, support on other tasks as delegated

 

Must-Have Qualifications/The experience and attributes you can bring to this role include: 

  • Must have quiet and HIPAA-compliant at-home work environment with reliable Internet connection and cell phone 
  • 2+ years of experience with community engagement, patient navigation or social work
  • Knowledge of community resources and behavioral health supports in San Bernardino County
  • Strong understanding of cultural fluency
  • Demonstrated professional or personal lived experience working closely with individuals experiencing complex chronic needs, homelessness, or Severe Mental Illness/Substance Use Disorder 
  • Strong technical skills and comfort with technology innovation, past experience with CRM databases, basic Excel, Word, email, and video conferencing

 

Candidate Profile/You will be a good fit if you have: 

  • A fantastic listener and skilled at “reading people” - able to understand how others may be feeling or thinking based on nuances, uncomfortable silences, or questions they ask 
  • Excellent communication skills – able to explain something completely new to someone who may be very unfamiliar or hesitant to engage 
  • Adopts a strong customer-service and “whole person” focus  - those who have prior retail, customer service, or case management experience are just a few examples of those we’d love to hear from 
  • Takes accountability to resolve a customer’s needs to the best of his/her/their abilities 
  • Comfortable talking and building relationships with new people 
  • Zest for problem solving, seeking answers, and thinking outside the box
  • Detail-oriented and organized self-starter who is a rockstar multitasker
  • Reliable and comfortable in an ever-changing environment
  • Bilingual – English/Spanish is a plus but not required

 

Because We Value You:

  • Comprehensive health, vision & dental insurance
  • 401k
  • Opportunity for rapid career progression with plenty of room for personal growth!
  • Equity compensation package
  • Monthly work from home expense stipend 
  • Flexible vacation policy with flexible paid time off
  • Work from the comfort of your own home

 

Pair Team is an Equal Opportunity Employer. At Pair Team, we value diversity and strive to provide an inclusive environment for all applicants and employees. All applicants will be considered without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, marital status, age, disability, political affiliation, military service, genetic information, or any other characteristic covered by federal, state, or local law. 

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