Nurse Care Manager

Nurse Care Manager

 Position Title: Nurse Care Manager                 

Reports To: Director of Quality 

FLSA Status: Full time - Salaried, exempt as defined under Fair Labor Standards Act

Location: Hybrid (Remote & In office when necessary)

Content Last Revised: 1/28/2025

 Organization Overview  

The Central Florida Family Health Center, Inc. dba True Health is a private, not-for-profit federally qualified health center (FQHC) serving Central Florida since 1977. Our mission is to provide high-quality, comprehensive healthcare at a reasonable cost to everyone.    

 Job Summary

True Health’s Nurse Care Manager works with providers and clinical staff to facilitate the management of patient groups to improve health outcomes. The Nurse Care Manager fosters patient engagement and adherence to the care plan to achieve evidence-based clinical objectives and goals specific to their conditions and preventative health measures. The Nurse Care Manager may also work on selecting clinical projects to reduce health disparities and improve health outcomes. 

Key Responsibilities

• Works collaboratively with other members of the healthcare team in coordination of the patient’s care.
• Connects patients to relevant community resources as required, with the goal to increase satisfaction, patient health, and well-being and reduce healthcare costs.
• Guides the delegation of responsibilities to the appropriate staff member to meet the needs of the patient. Ensure services are in compliance with professional standards, state and federal regulatory requirements.
• Provides education for patients, families and other members of the healthcare team.
• Acts as a liaison between patients, consulting physicians, referring physicians or outside agencies to coordinate patient appointments, admission, or surgery. Coordinates the exchange of information either written or verbal before and after patients are seen.
• Assist patients and family members with concern and empathy.
• Attend and participate in workgroups, program meetings and other associated meetings as scheduled.
• Perform patient outreach and schedule appointment as needed.
• Identify opportunities for gap closure on metrics tracked through the patient program and other quality initiatives.
• Assist with data mining and initiatives.
• Document accurately and promptly in the electronic medical record (EMR)
• Help maintain efficient patient flow through communication with healthcare teams.
• Answer telephone and return messages in a timely manner (within 48 hours).
• Monitor desktop and send patient letters/correspondence as applicable.
• Answer patient questions as needed within scope of practice.
• Respond to life saving situations based upon nursing standards, policies, procedures and protocols within the scope of nursing practice.
• Educate the patient, family or caregiver, and members of the healthcare delivery team about treatment options, community resources, insurance benefits, psychosocial concerns, care coordination, etc., so that timely and informed decisions can be made.
• Assist the patient in safely transitioning care to the next most appropriate level.
• Strive to promote patient self-advocacy and self-determination.
• Ensure timely and accurate documentation in patients’ charts. 
• Assist with tracking of referrals as necessary, ensuring documentation is current with necessary updates from patients and referral providers.
• Other duties as assigned

Essential Functions

• Problem Solving                                   
• Project Management
• Customer Service
• Verbal Communication
• Written Communication
• Professional Judgement
• Planning/Organizing
• Quality Control
• Adaptability
• Initiative
• Administration/Operations

Minimum Qualifications

• Education: 
  1. High School Diploma or equivalent
  2. Current, active and in good standing Registered Nurse license
  3. Current CPR certification
  4. 1-year experience in population health and patient education is preferred
  5. Up-to-date immunization
• Experience: 
  1. Knowledge of adult and pediatric primary healthcare is preferred
  2. Excellent assessment skills
  3. Ability to direct calls to other departments as needed
  4. Understand and strive to maintain teamwork with a positive attitude and eagerness to learn
  5. Ability to communicate effectively with healthcare teams
  6. Ability to work under pressure
  7. Computer competency including Microsoft Suite
  8. Telephone manners and excellent verbal communication
  9. Ability to work well with people from diverse backgrounds and cultures. 
  10. Bilingual is a plus (English - Spanish)
• Licenses or Certifications: 
  1. Registered Nurse (RN) from an accredited program preferred
• Criminal Background Clearance:
  1. True Health is a Health Center Program grantee under 42 U.S.C. 254b, a deemed Public Health Service employee under 42 U.S.C. 233(g)-(n), and partners with agencies that require criminal background checks. True Health has established policies and procedures that may influence the overall employment process, hiring, and “just cause” for the termination of employees. An employee’s career could be shortened if there is a violation of any policies and procedures.

Prohibited criminal behavior is defined in Florida Statute (F.S.) 408.809. Any employee arrested for any offense outlined in the F.S.408.809 will be immediately suspended and remain suspended until the charges are disposed of in court. The employee will be terminated for an arrest or conviction of any violation listed above.

DRUG/ALCOHOL SCREENINGS

A post-offer drug and alcohol screen is a requirement for employment. Failure to successfully pass the drug/alcohol screen will be cause for the offer to be rescinded. Employees are subject to random drug/alcohol screenings throughout the duration of their employment with True Health. If an employee fails to pass the drug/alcohol screening, then this shall become grounds for discipline up to and including immediate termination.

WORK ENVIRONMENT

• The employee is subject to prolonged periods of sitting at a desk and working on a computer.
• The employee is subject to perform repetitive hand and wrist motions. 
• The employee is frequently required to stand, walk, talk, and hear. 
• The employee is occasionally required to use hands to handle or feel objects, reach with hands and arms, stoop, kneel, crouch, and move or lift up to twenty-five (25) pounds.
• The employee is required to use close vision, peripheral vision, depth perception, and adjust focus.
• A reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

The employee will work as the needs of the operation require. Normal workdays and hours are Monday through Thursday, 8am – 6pm and Fridays, 8am – 12pm; 

CORE COMPETENCIES

Mission-Focused: Commits to and embraces True Health’s mission to enable access to care for uninsured and underinsured individuals. 

Relationship-Oriented: Understands that people come before process and is essential in cultivating and managing relationships toward a common goal. 

Collaborator: Understands the roles and contributions of all sectors of the organization and can mobilize resources (financial and human) through meaningful engagement. 

Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and community impact. 

Brand Steward: Steward of True Health’s brand and understands his/her role in growing and protecting the reputation and results of the greater organization. 

Visionary: Confronts the complex realities of the environment and simultaneously maintains faith in a different and better future, providing purpose, direction, and motivation. 

Team-Builder: Fosters commitment, trust, and collaboration among internal and external stakeholders. 

Business Acumen: Possesses a high-level of broad business and management skills and contributes to generating financial support for the organization. 

Network-Oriented: Values the power of networks; strives to leverage True Health’s breadth of community presence, relationships, and strategy. 

SELECTION GUIDELINES

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.