Care Manager Assistant

Job Summary:

The Care Manager Assistant (CMA) provides essential support to our Care Management teams, including document coordination, compliance activities, and operational efficiency. These tasks help to ensure member records are complete, organized, and audit-ready and allow Care Managers to focus on member engagement, care coordination, service planning, and other responsibilities requiring their expertise. The CMA does not carry a specific caseload and provides support for a number of Care Management teams as assigned.

Supervisory Responsibilities:

• None.

Essential Duties and Responsibilities:

• Provide administrative and operational support to Care Management teams to promote efficient service delivery and regulatory compliance, including:

  • Review member records to identify outstanding documentation, required follow-up activities, and record maintenance needs.
  • Upload, organize, maintain, and track documents in CHOICES, the CCO EHR, and other agency systems.
  • Coordinate the collection of required documentation, including hospital records, annual physicals, Staff Action Plans (SAPs), Life Plan signature pages, assessments, and other required records.
  • Support the distribution, tracking, and follow-up of Life Plans and related acknowledgements, maintaining centralized tracking systems for outstanding items.
  • Assist with audit preparation, quality assurance activities, record reviews, and the retrieval of documentation required for internal and external audits.
  • Prepare and distribute correspondence, mailings, informational packets, and required forms to members, families, providers, and community partners.
  • Collaborate with Care Managers, leadership, providers, and internal departments to ensure timely completion of Care Management processes.

• Participate in meetings, trainings, and departmental initiatives that support organizational goals and continuous improvement efforts.

• Attend department/team meetings, trainings, supervisions, etc. as scheduled and in accordance with agency practice and policy.

• Complete all required trainings within required timeframes.

• Identify and follow all incident reporting guidelines and procedures, ensuring the immediate safety of the member.

• Adhere to all policies and standard operating procedures for the delivery of comprehensive care management and ancillary functions of the Care Manager.

• Actively complies with all standards of conduct as determined by – e.g., internal Corporate Compliance Regulations, OPWDD, DOH and the Justice Center.

• Maintain confidentiality in accordance with HIPAA and privacy practices.

• Perform other duties, as assigned. Upon request of Care Management leadership, this may include face to face meetings with members, including traveling to meet with providers, members of the interdisciplinary team, and accompany members where indicated to necessary appointments.

• Must possess a valid Driver’s License from New York, or a contiguous state (i.e., Connecticut, New Jersey, Pennsylvania, and Vermont) to attend meetings in person in the community and in the office as needed, and/or required.

• Care Manager Assistants are not permitted to independently develop a member’s Life Plan or complete the CCO’s Comprehensive Assessment.

Education and Experience:

• A Bachelor of Arts or Science degree from an accredited institution required.
• Degrees in the field of Health and Human Services, Psychology, Sociology, or related fields are preferred.
• Work with people with intellectual and/or developmental disabilities, case management, or in the Mental Health or Substance Abuse field, or related experience preferred.

Job Requirements: 

• Strong attention to detail and ability to maintain accurate, complete, and audit-ready records.
• Ability to organize, track, prioritize, and follow up on multiple documentation requests and time-sensitive tasks.
• Proficiency using electronic record systems, Microsoft Office applications, spreadsheets, shared tracking tools, and other agency technology.
• Clear and professional verbal and written communication skills with Care Managers, supervisors/leadership, providers, members, families, and internal departments.
• Ability to understand and follow established procedures, compliance requirements, confidentiality standards, and documentation workflows.
• Sound judgment to recognize when issues require escalation to a Care Manager, supervisor, or other appropriate team member.
• Collaborative, team-oriented approach with the ability to support multiple Care Management teams without carrying an independent caseload.
• Dependability, flexibility, and initiative in completing assigned administrative, operational, and quality assurance support activities.
• Commitment to respectful, person-centered service and supporting the needs of people with intellectual and/or developmental disabilities and their families.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Ability to climb stairs – Please note that not all member meetings will be held in locations that are ADA compliant.
• Ability to travel in a vehicle or use public transportation for more than one hour.

Work Environment:

• This is not a remote position.  This is a flexible work environment position with a blend of work from home, field work, and regional travel as well as the requirement of in-office expectations.
• Whether working from an approved office site, one’s home, or another remote location, each employee is required to follow minimum privacy standards when working in the flexible work environment:
  • Employee has access to a password secured Wi-Fi connection and/or Mobile Hotspot.
  • Employee is able to secure any printed materials containing individual or employee personal and/or health information, so as no one else in the household will be able to access it.
  • Employee is able to conduct phone and video calls in a private area where the conversation cannot be overheard, and their screen is not visible to others.
  • Employee is able to conduct their work in a location where personal and health information on a monitor is not visible to others.
• Most of the working hours will be Monday-Friday though it is expected to be flexible with work hours to meet the needs of members.  Member needs could require work hours during evening and weekends, as well as hours that exceed the standard number of hours.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinet, etc. The noise level in the work environment is usually moderate.
• Travel to off-site locations is required; therefore, the incumbent must be comfortable driving or using public transportation to reach destinations.