Job Description

Job Description

Job Description

Overview:

This is a fantastic opportunity to be a major contributor in a rapidly growing, patient-focused business. We are actively recruiting a talented Clinical Care Manager to join our team of energetic, compassionate professionals who will oversee a centralized team providing case management and triage services for PACE, Hospice, and Home Health patients. This role is responsible for managing a team who focuses on distinguishing between clinical and non-clinical issues, managing communication, reducing unnecessary hospital utilization, and ensuring seamless coordination of care and closing gaps in care. This position is critical to the success of the company as we continue to grow and serve sophisticated and engaged partners in the post-acute space. The role reports to the Vice President of Nursing.

IntellaTriage’s mission is to improve the lives of nurses and patients. Bottom line – we want to ensure our providers’ patients are able to receive the care they need any time, any place; and their nurses are able to be at ease knowing their patients are in good hands. Our nurse triage services are in high demand, exceeding our growth goals every year for the past five years, and we are looking for a team member to help us take our company to the next level.

Since 2019, IntellaTriage has transformed from quality small business to the leading provider of after-hours nurse triage in the hospice and home health markets. Our nursing team has grown from 45 to 300+ – making us the largest post-acute nurse triage service in the world. We have aggressive growth plans over the next few years and our ability to successfully onboard and provide best-in-class service to our customers will play an integral role in achieving our vision.

Supervisory Responsibilities

· Provide daily oversight, mentorship, and guidance to a team of case managers, fostering professional growth and successful onboarding of new hires.

· Support new team members through structured training, call review, documentation coaching, and constructive feedback.

· Conduct regular audits of documentation and call performance to ensure clinical compliance and quality standards.

· Lead team meetings, staff training sessions, and performance evaluations in collaboration with leadership.

· Collaborate with the leadership team and QA/VP of Nursing to develop and implement best practices and ensure high-quality service delivery.

· Carry a caseload of patients when needed to support team capacity or during staffing transitions.

· Manage administrative responsibilities including payroll, reporting, and participation in the on-call rotation as assigned.

Clinical Call Management

· Conduct telephonic triage to assess the severity of participant concerns and direct to appropriate resources.

· Initiate and coordinate clinic appointments and in-home care visits based on acuity.

· Provide medication education, refill coordination, and escalate new prescription needs.

· Share normal/non-serious lab/test results after consulting providers; ensure critical results are escalated appropriately.

· Assist with appointment prep, confirmation, and clarity around the visit's purpose (e.g., med holds, new meds).

· Manage transitions of care: authorize admissions, coordinate discharges, arrange home equipment, and collaborate with care teams.

· Serve as a central point for complaints and concerns, initiating the grievance process as needed.

Non-Clinical Call Coordination

· Respond to and manage inquiries regarding transportation, appointment scheduling, and cancellations.

· Coordinate and ensure timely dispatch communication for urgent transportation needs.

· Manage medical records requests from hospitals, SNFs, and providers; ensure timely upload into EMR.

· Handle claims status inquiries and route appropriately.

· Field new enrollment interest and route to the appropriate enrollment team contact.

Requirements

· Minimum 3 years in home health, PACE, or geriatric care

· Prior experience in clinical leadership or triage management preferred

· Strong understanding of PACE program structure, transitions of care, and geriatric needs

· Proficient in EMR and telehealth systems

· Excellent communication, organization, and crisis management abilities

· RN required

• You are passionate about excellence in the delivery and consistency of patient care
• You are organized and detail oriented
• You have strong interpersonal, written, and communication skills
• You have sound clinical judgment with a thorough understanding of procedure notes and protocols.
• You foster teamwork and motivate others to perform at a high level.
• You do what is right every time and without question

Benefits

This is Full- time position and will offer a competitive salary based on experience. Full-time employees accumulate PTO, based on the number of hours worked (per year). All full-time employees are eligible to participate in our 401(k) plan. Full-time employees may also participate in medical, dental, vision, and/or supplemental insurances.

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