Care Relationship Manager - Albany, GA (1459)

ABOUT FLOURNOY HEALTH SYSTEMS:

Primecare Home Care Services, Inc. (PHCS), powered by Flournoy Health Systems, LLC (FHS), is a people-first home care organization dedicated to helping individuals live safely, comfortably, and independently in their own homes. We provide personalized, compassionate care to seniors, individuals living with chronic conditions, and those requiring in-home support, building trusted relationships with the individuals, families, and communities we serve.

PHCS is supported by the leadership, infrastructure, and resources of FHS, a healthcare management organization focused on strengthening the organizations that serve individuals in their homes and communities. FHS is also home to other healthcare and affiliated businesses, including Primecare Hospice & Palliative, Inc. and Primecare Real Estate, LLC.

Together, PHCS and FHS are committed to the highest standards of excellence, compassion, integrity, and compliance in everything we do.

Position Summary

The Care Relationship Manager is responsible for the day-to-day management of an assigned caseload, ensuring clients receive authorized services and caregivers are appropriately scheduled to meet their needs.

This role serves as a primary point of contact for clients and caregivers and is responsible for staffing, schedule management, service monitoring, required contacts, and timely follow-up on issues that may impact care. For assigned Structured Family Caregiving (SFC) members, the Care Relationship Manager also serves as the Health Coach and is responsible for completing required caregiver contacts, monitoring caregiver documentation, identifying support or training needs, and escalating health, safety, or unmet needs to the appropriate clinical and case management teams.

Care Relationship Managers collaborate with clinical, operational, and support teams to maintain continuity of services, support program requirements, and promote a positive client and caregiver experience.

Key Responsibilities

Caseload & Service Management

• Manage an assigned caseload of clients, ensuring ongoing service needs, staffing, documentation, and required follow-up are addressed timely.
• Maintain daily oversight of client schedules, open shifts, cancellations, and service coverage.
• Monitor caregiver timekeeping and address attendance or scheduling discrepancies.
• Complete required EDWPs for canceled visits and other applicable service changes.
• Monitor clients on hold, hospitalized, QMB, or otherwise temporarily not receiving services and provide weekly updates.
• Identify clients who are underserved or missing authorized billable hours and coordinate appropriate follow-up.
• Track discharges and ensure appropriate documentation and communication are completed.

Client Experience & Communication

• Serve as a primary day-to-day contact for assigned clients and caregivers.
• Conduct client and caregiver outreach and engagement activities to support ongoing relationships and a positive service experience.
• Document client/caregiver complaints and ensure concerns are appropriately communicated and followed through resolution.
• Document and escalate incidents according to established processes.

Structured Family Caregiving (SFC) & Health Coach Responsibilities

• Serve as the Health Coach for assigned Structured Family Caregiving (SFC) members and perform required Health Coach responsibilities in accordance with applicable program requirements.

• Complete required monthly contact with the caregiver, either in person or by phone, and provide additional home visits or ongoing communication based on the current needs of the member and caregiver.
• Monitor caregiver daily notes, tasks, and other applicable documentation for indications that the caregiver may need additional training or support and for concerns related to the member’s health, safety, or unmet needs.
• Document required caregiver contacts, identified concerns, follow-up activities, and actions taken.
• Identify caregiver training or support needs and coordinate appropriate follow-up.
• Promptly communicate concerns regarding the member’s or caregiver’s health, safety, or unmet needs to the SFC provider’s Nurse and the CCSP or SOURCE Case Manager.

Staffing & Caregiver Coordination

• Manage daily staffing needs, including schedules, open shifts, cancellations, and coverage needs.
• Identify caregiver recruitment needs based on client schedules and available coverage.
• Identify outstanding caregiver requirements and coordinate follow-up with the Care Support Specialist and appropriate support teams.
• Coordinate with the Care Support Specialist when caregiver onboarding, credentials, or additional staffing support is needed.
• Complete annual caregiver performance reviews for caregivers associated with the assigned caseload.

Documentation & Compliance

• Track upcoming reassessments (RAs) and associated packet requirements.
• Monitor quarterly reviews and missing client documentation.
• Track expired or upcoming caregiver requirements and coordinate follow-up.
• Ensure required client and service documentation is completed accurately and timely.
• Maintain appropriate documentation of complaints, incidents, cancellations, and other significant client or caregiver matters.
• Maintain required documentation associated with SFC Health Coach Activities and caregiver contacts in accordance with applicable program requirements. 

Payroll & Administrative Support

• Coordinate and complete assigned payroll activities accurately and within established timelines.
• Review scheduling and timekeeping information for accuracy and follow up on identified discrepancies.
• Maintain accurate caseload and service information within applicable company systems.

Team Coverage & Collaboration

• Maintain dual training with an assigned Care Relationship Manager partner to provide coverage during absences.
• Participate in the established buddy system to ensure continuity of client and caregiver support.
• Communicate caseload risks, staffing needs, service gaps, and unresolved concerns to area leadership.
• Partner with internal teams to resolve service-related issues and ensure continuity of client services.

Qualifications

Minimum Qualifications

• Must meet SFC Health Coach qualification requirements through one of the following:
  • Associate Degree; or
  • 2+ years of experience working with community health, long-term care, and/or chronic diseases of adults.
• Experience managing multiple clients, schedules, or service-related priorities in a fast-paced environment.
• Strong customer service and interpersonal skills with the ability to communicate effectively with clients, caregivers, and internal teams.
• Strong organizational and follow-through skills with the ability to manage competing priorities and deadlines.
• Ability to accurately maintain documentation, track outstanding requirements, and escalate concerns appropriately.
• Proficiency with Microsoft Office and the ability to learn and effectively use company scheduling, payroll, and client management systems.

Preferred Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Human Services, or a related field.
• 3+ years of experience in home care, home health, Medicaid waiver services, or healthcare coordination.
• Experience supporting SFC, CCSP, SOURCE, or other Medicaid waiver programs.
• Experience with caregiver scheduling, client caseload management, payroll/timekeeping, or service coordination.
• Familiarity with healthcare documentation, compliance requirements, and electronic client management systems.

Measures of Success

• Maintains effective oversight of assigned client caseload and service needs.
• Minimizes service gaps and missed billable hours through proactive staffing and scheduling.
• Completes required client and caregiver contacts, including applicable SFC Health Coach contacts, accurately and within established timeframes.
• Identifies and communicates caregiver recruitment and coverage needs timely.
• Maintains timely follow-up on caregiver requirements and outstanding service-related items.
• Ensures complaints, incidents, discharges, and service concerns are documented and followed through resolution.
• Identifies and escalates health, safety, training, and unmet service needs appropriately and timely, including concerns identified through SFC Health Coach activities.