Supervisor, Case Management

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General Summary:

• Supervises Case Management staff to assure they receive the training, guidance and support needed to provide superior levels of medical management services.
• Other responsibilities include ministerial tasks, customer service and Case Management assignments at management?s discretion.
• Position is home based, with routine travel throughout ISYS service areas, and corporate office time. Travel and work locations may be directed at ISYS? sole discretion.

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Essential Job Functions:

• Routine travel to meet with nursing staff for supervisory purposes and regular travel for other business purposes. Comprehensive in-person case staffing visits with each ISYS case manager must occur at a minimum, once every six months, and more frequently with new staff and those being remediated. Travel is typically by air and/or driving day trips, with regular overnight when necessary.
• Initiates and conducts staffing calls to each case manager every other month, or more frequently if necessary, for the purpose of reviewing each open case with special focus on complex, catastrophic or otherwise sensitive cases.
• Provides consistent feedback to case managers, maintaining regular communication with them, responding to questions and concerns in a timely manner, and giving clear guidance on any customer or service issues that arise.
• Trains, mentors, monitors, remediates and rewards Case Management staff; assuring that case managers demonstrate a continuous commitment to enhancement of ISYS service delivery protocols and assuring compliance with ISYS, CMSA (Case Management Society of America) Standards and Practices, and the Nurse Practice Act of their State of licensure.
• Participates in interviewing, and training of case managers in cooperation with the ISYS Human Resources Department and assists in assuring training materials are up to date with current ISYS protocols.
• Collaborates and works cooperatively with colleagues, other supervisors and management on planning, development of best practices and implementation of regulatory, professional and ISYS protocols.

• Cooperates with other supervisors and management in providing service coverage as needed. At ISYS? discretion, supervisors may be required to provide Case Management services on case files directly assigned to them or for coverage and other special purposes. They may be assigned a partial caseload depending on the number of staff they are responsible for supervising and on business needs.
• May provide backup or direction to the SDL position to coordinate Case Management coverage needs with nursing staff, communicating with corporate administrative staff and other supervisors as needed.
• Assists and cooperates with Sales Department by coordinating and/or providing customer education and in-service programs and resolving customer concerns as needed. Conducts customer reporting and report analysis as needed.
• Conducts thorough and timely performance reviews consistent with ISYS Standards and Human Resources Guidelines.
• Maintains regular communication with and provides updates on staff performance to the Director, Case Management, following their directives as given.
• Ensures that Human Resources is informed of any potential Human Resource matters, and follows their guidance as provided.
• Remediates case managers as necessary, with ISYS Management and/or Human Resources guidance and following ISYS practices, protocols, and policies in this area.
• Recognizes and acknowledges case manager?s individual achievements through any variety of methods including verbal, written, in person and/or ISYS hosted events.
• Conducts group staff meetings in accordance with ISYS?s practice and the Director?s directives. Group meetings by coverage area twice yearly, and one annual in-service for the whole Case Management staff group.
• Documents and logs in CMA actions and interactions with individual case managers, and emails related documentation to the Director, CM, and HR when appropriate.
• Works cooperatively with other CM Supervisor(s) to ensure all Supervisory functions are covered and provides as needed backup to other CM Supervisor(s)
• Delegates appropriate Senior CM/Mentor functions when needed and in conjunction with the Senior/CM Mentor job description and in alignment with ISYS protocol.
• Undertakes other assignments or special tasks as delegated by the Director, Case Management.

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Knowledge, Skills, Practices and Abilities:

• Strong computer knowledge, skills, and experience.
• Extensive knowledge of nursing/medical practices and procedures, and CMSA and similar guidelines.
• General knowledge and understanding of common industry vocational services, including Job Analysis and Ergonomic Evaluations.
• Excellent communication skills, including the ability to read and write with superior understanding of English language, grammar, and punctuation; and the ability to give highly effective oral presentations.
• Exceptional analytical and problem-solving skills.
• Demonstrated leadership skills, including the ability to maintain objectivity, and the ability to make consistent professional judgments/decisions.
• Knowledge and practice of communicating courteously with customers and colleagues and willingness to maintain professional relationships and a supportive collegial environment.
• Ability and practice of maintaining professional boundaries, using mediation techniques, and resolving conflicts, particularly in sensitive situations.
• Ability and practice of organizing and prioritizing multiple and concurrent work assignments.
• Knowledge, ability, and practice of cultivating a collaborative and collegial work atmosphere.
• Ability and practice of maintaining confidentiality.