Care Support Navigator
US-NC-RALEIGH
BrightSpring Health Services
Req #: 178452
Type: Full-Time
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Overview: Work in conjunction with the Care Manager to deliver to deliver integrated, whole-person care management addressing a member's physical health, behavioral health, intellectual/developmental disability (I/DD), traumatic brain injury (TBI), long-term services and supports (LTSS), and/or pharmacy needs, in addition to unmet health-related resource needs. Provide services in accordance with care management service requirements set by the state and company. Responsibilities: * Supports Care Managers in delivering care management * Engages the member /family/guardian with professionalism, compassion, and purpose through telephonic and virtual methods and in-home visits as required. Interactions should be concise, respectful, in a language of his/her choice, and non-judgmental * Establishes a professional rapport with all team members, stakeholders, peers and supervisors * Initiates the first contact with the member/family/guardian to complete the Preliminary Questionnaire * Communicates with the Case Manager any information pertaining to the care and well-being of the member/family/guardian * Provides documentation of billable events that align with minimum contact expectations to the Care Manager * Maintains an accurate, up-to-date electronic information data stream on all interactions, encounters, activities, and communications with the member/family/guardian * Performs general outreach, engagement, and follow up with members, to encourage accomplishment of goals set in the Plan/ISP * Coordinates services/appointments * Engages in health promotion activities and knowledge sharing * Shares information with the Care Manager and other members of the care team on the member's circumstances * Provides and tracks referrals and provides information and assistance in obtaining and maintaining community-based resources and social support services * Participates in case conferences and planning meetings * Supports the Care Manager in Identifying and addressing barriers to services, gaps in service, and unmet health-related needs proactively, expanding relationships and linkages to aid in meeting member's needs * Provides services that meet national, state, and local healthcare standards at the highest level * Reports issues of concern, general departmental activities and staffing needs to the Care Manager * Completes all required training and participates in educational sessions to improve overall skills * Attends industry meetings, training, and functions to promote positive relationships with stakeholders * Participates in quality improvement and measurement activities to achieve identified targets and outcomes * Completes other duties as assigned Qualifications: * At least 18 years old * High School Diploma or G.E.D. equivalent; trained in Tailored Care Management preferred * One to two years of experience in Customer Service, and/or working in a Health Care environment as a CNA or home care setting is preferred * Experience with an I/DD or a TBI with demonstrated knowledge of and direct personal experience navigating the North Carolina Medicaid delivery system; or, a parent or guardian of an individual with an I/DD or a TBI and has at least two years of direct experience providing care for and navigating the Medicaid delivery system on behalf of that individual (parent/guardian cannot serve as an extender for their family member); or, has two years of paid experience performing functions in this job description with at least one year of paid experience working directly with the Tailored Care Management eligible population * Ability to perform work with a high degree of quality and autonomy
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