Complex Care Management (CCM) Program Manager

General Description

The Complex Care Management Program Manager oversees the overall CCM program. The CCM Program within the Lake County Health Centers consists of an RN Care Manager working closely with a Complex Care Coordinator (role which is currently being filled by Community Health Workers) to identify, engage and work with complex patients in the defined population to aid in improving their clinical outcomes, promote self-management, and decrease their need for acute care facilities such as the ED and hospitalization.

The CCM Program Manager will meet routinely with each of the dyad CCM teams within each health center. They will review caseloads periodically and may shadow work with a patient engaged in care management. The CCM Program Manager is responsible for regularly reviewing patient progress and other processes and outcome measures, discussing with the dyad, and determine programmatic or process changes needed.

Essential Functions

• Actively participate in the onboarding of newly hired RN Care Managers and Community Health Workers.
• In collaboration with the RN Manager and RN Care Managers, develop and implement a training curriculum for newly hired RN Care Managers.
• Maintain and ensure that all training/education documents and material are up to date.
• Actively participate in the development, implementation, and training of new processes, policies, and protocols.
• Monitor caseloads, process measures and outcomes over time.
• Manage the overall CCM program at LCHD, making changes when needed, expanding eligible patients and additional dyads when needed.
• Provide patients with resource information by utilizing local database systems.
• Assist patients in scheduling, accessing, and utilizing health services with their primary care provider (PCP).
• Refer patients with complex health and social needs to the appropriate community-based organization for additional support.
• Distribute educational and health materials when appropriate.
• Complete all the required training sessions and activities.
• Create and update personalized care plans for patients.
• Collaborate with patients’ families, friends, and social support in developing treatment plans.
• Interact with healthcare providers to facilitate patients’ treatments.
• Ensure patients’ treatment requirements are met.
• Suggest alternative treatment plans when patients’ service requests do not meet medical necessity criteria.
• Instruct and educate patients on procedures, healthcare provider instructions, and referrals.
• Link patients to social services programs and entitlements such as transportation assistance and translation services.
• Conduct regular follow-ups with patients to evaluate progress, promote continuity of care, and ensure improved health outcomes.
• Maintain records of care management activities.
• All other duties as assigned.

Knowledge Skills Abilities and Education Required

• Bachelor’s degree preferred in a healthcare field.
• At least 3 years of in-person clinical support and care management experience.
• 1-2 years of management experience preferred.
• For internal candidates – education requirements may be offset by performance, skills and leadership demonstrated during time as an LCHD employee.

Supplemental Information

As the largest human service provider in Lake County, we believe that services must be available without barriers. No residents are turned away due to the inability to pay. We believe in providing services in an environment of mutual respect, free of discrimination or bias. Whether assuring accessible and effective care, impacting policy, or assessing and monitoring risks, the Lake County Health Department and Community Health Center has been an essential part of the public health system in Lake County for 60 years. We are looking for passionate, qualified team members who can help make a difference in our agency and, most importantly, in our community.

Additional information about the Lake County Health Department, our culture, and why you should join our team can be found at https://lakecountyil.attract.neogov.com/health-department.

At this time, you must live in Illinois or Wisconsin to be eligible to work at Lake County Health Department. You can find our salary grades at https://www.lakecountyil.gov/4515/Salary-Grades. For unionized positions, a list of our collective bargaining agreements can be found here: https://www.lakecountyil.gov/2686/Collective-Bargaining-Agreements.

Any offer of employment is conditioned on the successful completion of a background screening, drug and alcohol testing and may include a pre-employment medical exam.

The Lake County Health Department and Community Health Center is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sexual orientation, gender identity or gender expression, national origin, disability, veteran status, and other protected characteristics.