Director of Care Support

Position Summary

The Director of Care Support will lead the planning, organizing, staffing, training, and managing of the client intake and onboarding process to support achievement of a better care experience. The role will be a key leader in the transformation of Integrity into an organization that leads the industry in care management, advocacy and solution development. The Director will create and support initiatives to promote the Integrity brand in collaboration with Business Development and Care Navigation, and focus on increasing referrals internally and externally, as well as improving client loyalty. The Director of Care Support manages the day-to-day operations of the Care Support team(s) which serve as a ‘point of entry’ and resource for current and potential clients and referral partners, both internally and externally.

Essential Duties and Responsibilities

The following statements describe the principal activities of this position identified and shall not be construed as a detailed exposition of all the duties that may be inherent in this position.

•Oversees the development, implementation & administration of the Care Support Team training, procedures and policies;

• Responsible for interviewing, hiring and supervision of the Care Support team members;

• Coaches, trains and performs QA to ensure Care Support Agents and Care Support Specialists can effectively provide solutions, connect clients with resources and assists individuals in navigating the healthcare system; finding solutions that holistically meet their needs.

• Tracks and analyzes Care Support Team data to report on SCORE Card;

• Identifies, recommends and develops processes related to referral intake, processing and customer service;

• Ensures the Care Support team is appropriately responding to referral calls. The primary functions of the Care Support team include:

• Evaluates and determines the nature and urgency of each call quickly to provide the most immediate solution in accordance with the Service Level Agreement (SLA):

• De- escalates issues with customers and identifies permanent resolution to issues; 

Escalates customer issues that require additional customer care to the right contact to provide resolution;

• Works through speech, language and comprehension barriers to appropriately direct calls or resolves the callers’ concern;

• Responding to referral inquiries received by phone, website, online inquiry, fax or portal;

• Providing customer service to inbound callers, directing them to the correct person or department that can meet their needs;

• Maintains contact with potential/pending referrals. Working with Client Advocate, Clinical Care Navigator or Sales/Marketing to resolve issues or barriers preventing potential clients from receiving services;

• Monitors MiCollab directory and status functionality daily;

• Maintains communication with office staff to ensure representatives are aware of staffing changes in all offices;

Knowledgeable about all Integrity services, as well as community supports and services available. Utilizing this knowledge to navigate clients to various services based on their communicated needs;

• Collaborates with Clinical Care Navigation Team, Client Advocates, Care Supervisors, Branch Managers and Clinical Directors to ensure seamless transitions onto services and to troubleshoot any issues related to funding or authorization;

Collaborates with Business Development Team to achieve internal and external goals and sales targets;

• Acts as a resource to sales representatives and assists in training on Integrity services and communicating the Integrity brand;

• Participates and conducts in-service education, quality assurance activities and staff meetings as assigned;

• Represents the company in a courteous and professional manner;

• Serves as Care Support administrator on-call for weekend issues on a rotating basis;

• Complies with CompliancePlan;

• Complies with HIPAA Policies. Maintains confidentiality of information relating to the patient and family. Will discuss only those aspects necessary to the care and treatment of patient and family with those directly involved in the patient’s care;

• As business needs may change, may perform additional responsibilities assigned by supervisor that are reasonably related to the position. 

Education and Experience Requirements

Education:

Must meet one of the following:

• Bachelor’s degree in Communications, Human Services, Marketing, Business Administration or a related field;

Three (3) years’ experience in a similar role may substitute educational requirement.

• Licensed Practical Nursing (LPN) or Registered Nursing (RN) license required.

Experience:

• Minimum one (1) year experience of customer service and sales, with emphasis in clinical background preferred;

• Minimum six (6) months data entry or clerical experience required.

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