Case Manager

Job Description

Job Description

Job Title: Case Manager

Department: Care Services

Reports To: Care Team Supervisor / Agency Director

FLSA Status: Non-Exempt, Full-Time

Work Location: In-Person (Delaware - New Castle County & Kent County)

Office: Smyrna & Satellite Office (Career Team - Wilmington, DE)

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Position Overview

The Case Manager serves as the primary liaison between HomeWell Care Services, our clients, caregivers, and referral partners to ensure exceptional continuity of care. This role is responsible for coordinating client services, conducting assessments and reassessments, maintaining accurate documentation, supporting caregivers, and responding proactively to client needs.

The Case Manager plays a vital role in delivering HomeWell's commitment to compassionate, high-quality care while ensuring compliance with agency policies, state regulations, and payer requirements.

Essential Duties and Responsibilities

Client Care Management

• Conduct initial client introductions alongside newly assigned caregivers on the first day of service to ensure a smooth transition.

• Complete client reassessments according to agency standards and as changes in condition occur.

• Maintain regular client "High Touch" communication through scheduled wellness calls and visits.

• Conduct post-hospitalization phone calls or home visits following long-term hospital stays to ensure safe transitions back home.

• Monitor client satisfaction and promptly address concerns.

• Communicate changes in client condition to the appropriate clinical or management staff.

• Assist with client service recovery efforts when concerns arise.

• Fill in for caregiver call-outs when operationally necessary to maintain continuity of care.

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Care Coordination

Review WellSky daily for:

• New case assignments

• Schedule updates

• Tags and alerts

• Outstanding documentation

• Carelogs should be checked in the morning and end of day and signed daily to ensure compliance.

• Unsigned carelogs that need additional attention need to be reported to billing immediately along with obtaining the missing information from caregiver and client, and provided to the billing team.

• Coordinate caregiver schedules (in collaboration with Scheduling and Care Team leadership).

• Assist with caregiver orientation as needed.

• Participate in LEAP meetings and follow-through activities.

• Support caregiver success through coaching and problem-solving in the field.

Documentation & Compliance

• Maintain accurate client records.

• Upload assessments, reassessments, and all required client documentation into OneDrive.

• Ensure documentation complies with state regulations and HomeWell policies.

• Complete mileage reimbursement forms accurately and on time.

• Maintain confidentiality of all client and employee information.

• Have knowledge of when client’s authorizations are valid, and notifying appropriate staff when updated authorization is required.

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Client & Caregiver Support

• Conduct regular client high-touch contacts to promote satisfaction and retention.

• Respond professionally to incoming telephone calls and route concerns appropriately.

• Assist leadership with investigations involving clients, caregivers, or service concerns when requested.

• Participate in problem resolution regarding caregiver performance or client concerns.

• Support caregiver engagement and retention initiatives.

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Recruitment & Team Support

• Conduct walk-in caregiver interviews as needed.

• Assist with caregiver orientations when requested.

• Support office operations during periods of high volume.

• Provide coverage for other Case Managers when necessary.

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Community Engagement

• Represent HomeWell Care Services at community outreach events, health fairs, and recruitment activities.

• Promote HomeWell services while building relationships with community partners and referral sources.

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Additional Responsibilities

• Maintain professionalism in all interactions.

• Participate in staff meetings and required training.

• Support quality assurance initiatives.

• Complete additional assignments as directed by leadership.

• Assist with special projects that improve client satisfaction and operational efficiency.

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Required Qualifications

Education

• High school diploma or GED required.

• Associate's or Bachelor's degree in Healthcare, Human Services, Social Work, Nursing, or related field preferred.

  Experience

• Minimum of two (2) years of healthcare, home care, case management, or caregiving experience.

• Experience coordinating client care preferred.

• Experience with electronic medical records (WellSky preferred).

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Knowledge, Skills & Abilities

• Excellent customer service skills

• Strong interpersonal and communication skills

• Ability to manage multiple priorities simultaneously

• Strong organizational skills

• Problem-solving and conflict resolution abilities

• Ability to work independently and collaboratively

• Strong documentation skills

• Computer proficiency including Microsoft Office, OneDrive, and electronic health records

• Professional judgment and decision-making abilities

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Physical Requirements

• Ability to travel throughout the service area daily.

• Valid driver's license and reliable transportation.

• Ability to lift up to 25 pounds occasionally.

• Ability to stand, walk, bend, and climb stairs during client visits.

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Work Environment

• Combination of office, client homes, hospitals, rehabilitation facilities, and community settings.

• Occasional evening or weekend work for community events or client needs.

• Local travel between Georgetown and Smyrna service areas is required.

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Core Competencies

• Compassion

• Accountability

• Professionalism

• Communication

• Adaptability

• Teamwork

• Customer Service Excellence

• Time Management

• Confidentiality

• Problem Solving

• Critical Thinking

• Initiative

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Performance Expectations

Successful Case Managers are expected to:

• Complete reassessments accurately and on schedule.

• Conduct timely first-day client introductions.

• Maintain consistent client high-touch communications.

• Audit and sign care logs promptly.

• Monitor WellSky daily for assignments, schedules, and alerts.

• Complete documentation within required timeframes.

• Respond promptly to post-hospital follow-ups.

• Assist with investigations professionally and objectively.

• Maintain accurate OneDrive client records.

• Submit mileage reports on time.

• Support caregiver orientation and office operations as needed.

• Represent HomeWell professionally at community events.

• Demonstrate HomeWell's commitment to delivering exceptional experiences for clients and caregivers.