Supervisor - Case Management - Phoenix - Touchstone Health Services

Description

Earn up to $1,350 in incentives each quarter

GENERAL SUMMARY

This position provides direct clinical and administrative supervision to an assigned team of Clinical Care Coordinators (CCC) and High-Needs Care Coordinators (HNCC), ensuring care coordination services are timely, high-quality, and compliant with AHCCCS Children's and Adult System of Care requirements, the 12 Principles, and all related documentation and service delivery standards.

ESSENTIAL FUNCTIONS

• Case Management Program Oversight & Service Delivery

Oversees delivery of care coordination and high-needs care coordination services, ensuring compliance with AHCCCS requirements, Arizona's 12 Principles, and the Children's System of Care (and Adult System of Care for young adults, as applicable).

Ensures services are timely, medically necessary, clinically appropriate, and delivered across appropriate settings (home, school, community, clinic/office, telehealth, and other natural environments) based on member need.

• Staff Supervision, Leadership & Workforce Management

Directly supervises assigned Clinical Care Coordinators (CCC) and High-Needs Care Coordinators (HNCC), providing day-to-day leadership, coaching, and accountability.

Conducts regular supervision and check-ins; monitors performance, scheduling, and coverage; supports professional development; and initiates corrective action when necessary, in accordance with HR policies and procedures.

Ensures staff receive required BHP-overseen supervision and supports adherence to role expectations, productivity, and quality standards.

• Clinical Oversight & Case Consultation

Provides reflective supervision and case consultation to support clinical decision-making, risk identification, and care planning. Guides staff in coordinating services, supporting family-driven care, and addressing barriers to stability and engagement. Ensures staff effectively utilize the CFT model and document clinical rationale and outcomes consistent with agency standards.

• Referral Intake, Assignment & Caseload Management

Oversees referral flow, triage, and assignment of new cases to ensure timely outreach, engagement, and service initiation.

Monitors team capacity, acuity, and caseload distribution to ensure equitable workloads and appropriate intensity of care coordination based on member risk and needs.

• Utilization Management, Authorizations & Service Continuity

Monitors service utilization and care coordination activity to ensure appropriate frequency, follow-through, and continuity of care.

Supports staff with coordination of authorizations, transitions of care (e.g., discharge planning from inpatient/BHIF/BHRF), and timely linkage to medically necessary services, natural supports, and community resources.

• Documentation, Compliance & Quality Assurance

Ensures documentation is accurate, timely, and compliant within Credible (EHR) and aligns with contractual, regulatory, and agency requirements.

Conducts routine chart audits and documentation reviews; identifies trends and training needs; and implements corrective actions to ensure quality, audit readiness, and program integrity.

• Collaboration & System Coordination

Promotes coordinated care across systems and stakeholders, including families/caregivers, providers, schools, DCS, DDD, juvenile justice, primary care, and other community partners.

Supports staff in reducing fragmentation, strengthening communication, and maintaining alignment with the CFT and system-of-care expectations.

• Performance Monitoring & Outcomes Improvement

Tracks productivity, engagement metrics, timeliness standards, and quality indicators; identifies gaps or barriers; and implements strategies to improve team performance and member outcomes.

Provides clear feedback and supports staff through coaching, training, and workflow improvements.

• Crisis and Safety Oversight

Provides guidance and oversight for crisis situations, safety concerns, and escalation needs. Ensures staff follow crisis protocols, document appropriately, and coordinate with appropriate entities to support safety and stabilization. Participates in crisis support as assigned.

• Program Development & Continuous Improvement

Provides feedback to program leadership on operational needs, policy improvements, training priorities, and workflow refinements. Encourages consistent practice standards, effective care coordination strategies, and continuous improvement to enhance service access, quality, and outcomes.

• Other Duties as Assigned

Carries out additional responsibilities consistent with the needs of the program or organization, as directed by senior leadership.
PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting is required
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

SUPERVISOR LEADERSHIP SKILLS

LEADS OTHERS
Leads people toward meeting the organization's vision, mission, and goals.

Acts decisively:
Exercises good judgment and makes effective, sound, timely and informed decisions. Seeksto identify, analyze and resolve problems effectively.

Leverages diversity and inclusiveness:
Recruits, develops, and retains a diverse, high-quality workforce.

Supports activities that ensure all staff has an equal opportunity to use and develop their skills and abilities and/or develop new skills.

Demonstrates a strong commitment to diversity principles and fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the organization's goals.

Demonstrates flexibility and resilience:
Adapts and is flexible and resilient in response to constraints, failures, and adversity.

Adjusts priorities to multiple demands and unanticipated events and modifies decisions and actions in response to changing information and circumstances.

• Fosters continuous improvement and innovation: Promotes efforts aimed at improving current business processes through a culture that fosters continuous improvement and innovation. Identifies and implements improvements and innovations that increase efficiency and enhance work quality. Promotes ongoing development of staff and takes initiative to assess and self-develop supervisory competencies.

Fosters integrity and honesty:

Displays and fosters integrity and honesty through the promotion of mutual trust and respect, demonstrates and fosters high ethical standards, and treats others fairly and ethically.

MANAGES PERFORMANCE
Communicates performance standards and expectations and gives timely, constructive feedback on tasks and assignments

Supervises and manages performance:
Builds and manages a multi-sector workforce based on organizational goals, budget considerations, and staffing needs. Ensures staff are recruited and selected using merit principles.

Ensures tasks are appropriately delegated and completed by monitoring performance against predetermined standards and requirements and holding staff accountable for meeting expectations.

Trains and develops staff, provides constructive performance feedback and appraisals, and takes appropriate corrective action to address performance and conduct issues.

• Thinks systematically and inspires change: Understands the "big picture" and the interrelationships of major agency programs, systems and activities, establishing and/or implementing a strategic vision and direction for the organization or group. Fosters knowledge of the Library and its major initiatives. Takes a long-term view and acts as a catalyst for organizational change by developing and implementing an organizational vision that integrates key agency goals, priorities, and values.
• Provides and fosters excellent customer service: Delivers high-quality products and services. Anticipates and meets the needs of both internal and external customers. Demonstrates commitment to ongoing service improvement.

Manages projects and functions:
Manages projects and leads initiatives in the workplace. Organizes resources, people, and activities; and ensures collaboration and the achievement of project and function goals and targets. Ensures effectiveness and efficiency in the delivery of services, products and/or programs.

COMMUNICATION
Strategically uses two-way communication to generate enthusiasm and foster an atmosphere receptive to open exchange.

Communicates effectively:

Uses appropriate modes and media, targeting the amount, level of detail, and content of the information to the needs of the audience.

Prepares clear, concise, and well-organized written documents and oral presentations. Conveys information clearly, confidently, and with the proper tone. Facilitates open communication. Uses discretion and demonstrates sensitivity to confidentiality concerns. Listens effectively and provides appropriate feedback.

Manages conflict and crisis:

Proactively anticipates, manages and constructively resolves conflicts and disagreements; identifies ways conflict can lead to positive change; and takes appropriate action to address conflicts following Library policies and using Library resources.

Builds and maintains relationships:
Builds and maintains effective relationships to share information, establish partnerships, and leverage expertise to accomplish the organization's goals.
Requirements
Minimum Qualifications
ü Must be at least 21 years of age.
ü High school diploma or equivalent required.

ü Education/experience:
At minimummust meet agency BHT requirements and qualify under one of the AHCCCS Behavioral Health Technician (BHT) education/experience pathways:
o A master's or bachelor's degree in a behavioral-health related field; or
o Bachelor's degree in any field plus 1+ year full-time behavioral-health experience; or
o Associate's degree plus 2+ years full-time behavioral-health experience; or
o High school diploma or GED with a combination of behavioral-health education/experience totaling 2 years; or
o Licensed Practical Nurse plus 3+ years full-time behavioral-health experience; or
o High school diploma or GED plus 4+ years full-time behavioral-health experience.
ü Work within BHT scope under clinical oversight of a BHP.

ü Knowledge/Skills:

engagement with children, adolescents, and young adults; rehabilitation/skills-building; care coordination; crisis/safety planning support; accurate, timely documentation to policy standards; trauma-informed, culturally responsive practice.

ü Technology:
ability to use the EHR and standard productivity tools (Outlook, Word, Excel/Sheets); reliable email and calendar use.

ü Clearance:
Arizona Fingerprint Clearance Card (or eligibility to obtain); maintains HIPAA/confidentiality standards.

ü Work Conditions:
able to provide services in home, school, office/clinic, community, and telehealth settings; occasional evenings/weekends as needed.
Preferred Qualifications
ü Bilingual (e.g., Spanish/English).
ü Experience with wraparound/CFT/ART processes, AHCCCS documentation standards, and community-based care.
ü Licensure with AZBBHE

Population Served:
Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the consumers served in the department:
ü Infant & Early Childhood (birth - 5 years)
ü Child years)
ü Adolescent years)