Clinical Case Manager
Description
Clinical Case Manager/Service Support Coach
Schedule: Monday-Friday 3:00PM-7:00PM (and one weekend-day - the weekend day will be flexed for one of the weekdays)
Setting: Travelling in-home in Silver Spring, MD & surrounding areas
Pay: $30.00 per hour
Summary of Role:
The Service Support Coach ensures the fidelity, consistency, and effectiveness of Positive Development’s care delivery model by providing structured, non-clinical oversight, and coaching across the client’ care pathway treatment plans.
Key Responsibilities
Oversight and Engagement Review:
- Conduct monthly session reviews (minimum 1x/month per child) to service delivery is consistently high quality
- Observe DPP sessions to identify areas for reinforcement, redirection, or non-clinical coaching
- Partner with Clinical Operator and DPP Manager to support family engagement and DPP alignment
Schedule and Family Engagement Monitoring:
- Review family schedules and session cadence to identify dormancy, missed sessions, or risk of disengagement.
- Communicate concerns to Clinical Lead
- Proactively partner with scheduling team to reschedule missed sessions and maintain consistency
- Support logistics and schedule alignment with care plan goals and block structure expectations
Coaching and Operational Support:
- Provide coaching to Scheduling, Matching, and field staff when readiness or execution issues arise.
- Partner with DPP manager to close gaps in service
- Deliver structured feedback to clinical and operational leaders to identify patterns and surface root causes
- Facilitate problem-solving and action planning for issues such as missed sessions, poor engagement, and DPP inconsistencies
Data and Documentation Review:
- Review DPP documentation for completeness, clarity, and consistency with treatment plan
- Identify documentation issues or omissions and provide real-time coaching to DPPs
- Track documentation compliance trends and escalate quality concerns to the DPP Manager or Clinical Lead
- Log oversight reviews, coaching interactions, and action items in appropriate tracking systems
- Analyze service patterns and escalate service risk or engagement concerns to appropriate leaders
- Monitor risk flags and follow through on clients identified as disengaged or dormant. Communicate risks to clinical lead for caregiver follow up
Benefits:
- 401k with Employer Match
- Paid Time Off
- Amazon Medical One
- Referral Bonus Program
- Paid Sick Leave