Care Manager Support Specialist - Greensboro, Winston-Salem, and Charlotte

We are hiring for Greensboro, Winston Salem, and Charlotte!

The Care Management Support Specialist works under the supervision of a Tailored Care Manager, supporting clients by providing information about and assistance with accessing services and community resources to improve the individual's health outcomes. The Care Management Support Specialist also supports engagement of Tailored Care Management clients and performs in-person activities as needed to adequately support the needs of individuals enrolled in Tailored Care Management.


Engage and Educate Tailored Care Management Clients and Families

- Build trust and establish rapport, by using person centered dialogue to effectively communicate with individuals

- Provide face to face and field/community-based support to each member as needed

- Educate members and families about provider choice, person-centered planning, cultural competence and available resources

- Explain the benefits and financial aspects of clinically appropriate, community-based integrated settings

- Explore and address the concerns of individuals who decline the opportunity participate in Tailored Care Management, despite qualifying for the program

Connect Members to Services and Supports

- Assist families by linking and advocating for appropriate services

- Facilitate and accompany individuals to appointments, as needed

- Provide education and training on available services

- Identify, problem solve, and work to address support needs for TCM clients

- Support the member to complete services applications

Collaborate with the Tailored Care Management Team and AYN Departments

- Attend all required meetings

- Notify Care Manager of any new service needs identified during service monitoring

- Develop in-depth knowledge of various community systems and provide consultation and technical assistance to AYN programs regarding available resources

Engage with Providers and with External Stakeholders

- Collaborate and consult with local stakeholders to enhance and expand available resources

- Build partnerships with public and private mental health agencies, child serving agencies, DSS, DJJ, and community partners, to develop programs and resources to increase family involvement in care delivery

- Educate and provide technical assistance to agencies and partners regarding the availability of local services and methods for accessing services

Maintain Documentation

- Maintain medical record compliance/quality in the Care Management IT system

- Maintain accurate information regarding caseloads to ensure correspondence is being sent to identified individuals within the necessary timeframes

- Ensure timely documentation of Tailored Care Management activities as required by department policy and procedures

- Comply with organization and department policies, procedures, processes, workflows, and fidelity models


- High school diploma or equivalent and meets one of the following requirements:

1. Has two years of paid experience performing the types of functions described below, with at least one year of paid experience working directly with children's mental health:

o Performing general outreach and follow-up with members

o Coordinating services/appointments (e.g., appointment/wellness reminders, arranging transportation);

o Engaging in health promotion activities (as defined in the Tailored Care Management Provider Manual) and knowledge sharing

o Sharing information with clinicians on the member's circumstances

o Providing and tracking referrals and providing information and assistance in obtaining and maintaining community-based resources and social support services, and

o Participating in case conferences.

2. A parent or guardian of an individual with a behavioral health condition 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)

3. Be a person with lived experience with a behavioral health condition who is a Certified Peer Support Specialist.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee frequently is required to climb or balance. The employee is occasionally required to taste or smell. The employee must frequently move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually low.