Eastern Plumas Health Care (EPHC) provides crucial services to our community. We are a non-profit, critical access hospital district, providing comprehensive medical services to Plumas County for over 45 years. We are the only hospital and clinic within a 30-mile radius serving over 10,000 residents living throughout Plumas and Sierra Counties.

REPORTING RELATIONSHIPS:

The ECM Case Manager reports to the Program Manager, with some direction from CalAIM Care Clinician and other department heads when assisting in other departments.

POSITION SUMMARY:

Under minimal supervision, work independently and together with ECM (Enhanced Care Management) Team, Plumas and Sierra Counties, and other community agencies to provide outreach and direct case management services to help clients achieve wellness and recovery goals. ECM Team includes Program Manager, CalAIM Care Clinician, ECM Case Manage Supervisor, other ECM Case Managers, and EPHC Providers.

ECM Case Managers will provide engagement and support services, often to program participants engaging in behaviors that pose health and safety risks, by meeting individuals where they are at and providing non-judgmental, non-coercive services, and resources to individuals based on their personally developed goals and needs. ECM Case Managers will provide consultation, education, training, and support to program participants. ECM Case Managers will become leaders in promoting a commitment to providing services using a harm reduction approach.

ECM Case Manager duties include tracking participant referrals, participant outreach, appointment coordination, accurate record keeping, accurate charting, administrative duties, assessing participant needs, coordinating Community Supports (CS) referrals, setting personal and healthcare goals and plans with participants, approaching care with empathy, compassion, creative solutions, and an understanding of personal bias, ensuring personal biases never impact participant care and coordination, a hands on approach to managing participant success, meeting participants where they are comfortable, e.g. their home or a coffee shop.

Additional duties will be assigned as needed and may include taking direction from other supervisors or managers when assisting in other departments.

POSITION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED) with at least one year experience in healthcare and/or casework, or equivalent combination of education and experience
• Command of the English language and ability to communicate clearly to program participants, health professionals, coworkers, and community members
• An unfaltering amount of empathy, compassion, and patience when faced with continually challenging situations
• Basic understanding of medical terminology preferred
• Familiarity with medical documents and medical chart components preferred

Behavioral Standards:

• Places the participants safety, comfort, dignity, and convenience before all other considerations
• Behaves with courtesy and respect when speaking to program participants, health professionals, coworkers, and community members
• Demonstration of teamwork, respect for others, and ability to navigate in ambiguous situations
• Follows EPHC and departmental operating procedures (neatness in work area, requesting time off, attendance, policy adherence, etc.)
• Shares in EPHCs goal of providing exceptional customer service to program participants, health professionals, coworkers, and community members
• Displays flexibility and adaptability in responding to departmental and professional changes
• Demonstrates honesty and ethical behavior of the highest standards
• Seeks to do the right thing with respect to every decision and in accordance with State and regulatory guidelines and laws
• Appearance is professional and complies with organizational dress code

Skills:

• Customer service focused
• Can clearly explain procedures to program participants
• Excellent phone etiquette
• Operates basic office equipment: typing, faxing, copying, printing, and calculating
• Must be able to work under steady pressure with diverse stimuli and constant participant contact
• Must demonstrate continuous reliability and punctuality
• Provide creative, positive solutions and constructive strategies
• Possesses an ability to prioritize assignments and responsibilities and handle a wide range of duties with on-time delivery of all requests

PHYSICAL CAPACITIES/EQUIPMENT OPERATED:

The physical demands and work environment described here are representative of those required for any 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.

Must be able to move or lift up to 10 pounds and occasionally move or lift up to 25 pounds with assistance. Flexible arm movement associated with computer and desk duties. Ability to reach above shoulder level. Must be able to sit for long periods of time.

Specific vision abilities required by this job include close and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Clear speech is required for telephone communication, and communication with other employees and participants. Hearing is required for telephone, employee, and participant communication.

The work environment varies from enclosed office space, participants home, or outdoor setting, as examples. The noise level is moderately quiet, with occasional noise from medical and laboratory equipment, patient and employee conversation, photocopiers, computer keyboards and printers, telephones, etc. There are odors associated with human bodies and bodily functions, cleaning and disinfectant solutions and other chemicals. Noise, smells, and other environmental factors may be experienced when meeting with program participants.

Equipment operated and/or maintained:

Fax Machine Multi-line telephone Laptop/Tablet

Desktop PC Photocopier Cell Phone

PRIVACY AND CONFIDENTIALITY:

As set forth in the Health Insurance Portability and Accountability Act of 1996 (HIPAA), this position must maintain patient confidentiality in accordance with State and Federal regulations.

Protected Health Information is restricted to a need-to-know basis. Any intentional or unintentional breach of confidentiality will be reported to the HIPAA Privacy Officer and is subject to disciplinary action, up to and including termination of employment.