CASE MANAGERS
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RESPONSIBILITY
A CASE MANAGER IS A CLIENT-FACING ROLE RESPONSIBLE FOR INTAKE, ASSESSMENT, CARE/CASE PLANNING, SERVICE COORDINATION, AND OUTCOMES TRACKING. THIS ROLE ENSURES QUALITY, COMPLIANCE, AND CONTINUITY OF CARE/SERVICE ACROSS PROVIDERS AND PROGRAMS. BELOW IS AN OVERVIEW OF THE RESPONSIBILITIES AND SKILLS EXPECTED FOR A CASE MANAGER AT BRIDGESTAFF.
1.VISION AND STRATEGY
CLIENT-CENTERED PLANS: TRANSLATE NEEDS INTO CLEAR GOALS, INTERVENTIONS, AND FOLLOW-UP CADENCE. OUTCOME ALIGNMENT: MAP CASE WORK TO PROGRAM KPIS (ENGAGEMENT, GOAL ATTAINMENT, TIME-TO-RESOLUTION). ETHICS & PRIVACY: ADHERE TO HIPAA/PII, CONSENTS, RELEASES, AND MANDATED REPORTING WHERE APPLICABLE. CONTINUOUS IMPROVEMENT: IDENTIFY GAPS, UPDATE SOPS, AND REFINE WORKFLOWS BASED ON DATA AND FEEDBACK.
2.SKILL
EMPATHY & ACTIVE LISTENING
CLEAR COMMUNICATION (VERBAL/WRITTEN) & CULTURAL COMPETENCE (ENGLISH/SPANISH A PLUS)
CRITICAL THINKING & PROBLEM-SOLVING
ORGANIZATION, TIME MANAGEMENT, AND PRIORITIZATION
DOCUMENTATION RIGOR (SOAP/DAP NOTES, AUTHORIZATIONS, CONSENTS)
SYSTEMS SAVVY (EHR/CRM—E.G., SALESFORCE, APRICOT, CASEWORTHY, EPIC/ATHENA)
BOUNDARY-SETTING, DE-ESCALATION, AND TRAUMA-INFORMED PRACTICE
DATA LITERACY (DASHBOARDS, KPI SNAPSHOTS)
3.PROJECT OVERSIGHT:
CASELOAD MANAGEMENT: INTAKE, TRIAGE, RISK SCORING, AND CASE PRIORITIZATION. CARE/CASE PLANS: SMART GOALS, REFERRALS, BENEFITS NAVIGATION, AND SCHEDULED CHECK-INS. COORDINATION: APPOINTMENTS, TRANSPORT/HOUSING/EMPLOYMENT RESOURCES, PROVIDER/VENDOR SCHEDULING. DOCUMENTATION & QA: TIMELY NOTES, RELEASES, PRE-AUTHS, AUDITS, AND QUALITY REVIEWS. METRICS & REPORTING: WEEKLY STATUS, GOAL PROGRESS, UTILIZATION, SATISFACTION, AND DISCHARGE SUMMARIES. RISK & CRISIS: SAFETY PLANS, ESCALATION PATHS, AND INCIDENT REPORTING.
4.CLIENT AND STAKEHOLDER INTERACTION:
CLIENT ADVOCACY: GUIDE CLIENTS THROUGH INSURANCE, SOCIAL SERVICES, LEGAL, AND COMMUNITY SYSTEMS. PROVIDER/PAYOR LIAISON: COORDINATE WITH CLINICIANS, THERAPISTS, COMMUNITY PARTNERS; VERIFY COVERAGE AND PRE-AUTHS. RESOURCE NETWORKS: BUILD AND MAINTAIN UPDATED DIRECTORIES, MOUS, AND REFERRAL PATHWAYS. CASE CONFERENCES: PRESENT UPDATES, MULTIDISCIPLINARY ROUNDS, AND ACTION PLANS. BRAND & STANDARDS: CONSISTENT TONE, FILE HYGIENE, NAMING, AND SLA ADHERENCE. CONTINUOUS LEARNING: KEEP CURRENT ON PROGRAM RULES, BENEFITS, MOTIVATIONAL INTERVIEWING, AND BEST PRACTICES.