Lead Case Manager

Summary

Under the supervision of the Executive Director, the Lead Case Manager provides comprehensive case management services for persons with epilepsy and their families, ensuring accurate documentation and compliance with Florida Department of Health (FDOH) contract requirements.

Responsibilities include guiding clients through screening, assessment, service planning, care coordination, follow-up, transitional care, evaluation, and preparation of required FDOH monthly reports. Services emphasize prevention, seizure safety, and epilepsy education.

The Lead Case Manager maintains current knowledge of epilepsy best practices, treatments, and medical terminology while delivering epilepsy and seizure safety education to clients, caregivers, and community members.

In addition to direct services, this role supervises Case Managers, supports staff development, oversees training initiatives, assists with CRM management, and contributes to client advocacy and program operations. Independent judgment is exercised to prioritize workload and recommend improvements to service delivery practices.

Essential Duties and Responsibilities:

Case Management (50%)

• Complete Application Forms for new or reopened clients.

• Complete ACMR forms.

• Develop a Plan of Care after assessing each client’s needs. Action plans may address neurological needs, epilepsy education, psychological support, financial needs, and employment support.

• Maintain accurate and up-to-date documentation for each client.

• Assist clients with advocacy issues.

• Refer clients to appropriate medical, psychological, employment, and other services.

• Provide services to 40% of the caseload each month.

• Prepare monthly ACMR and final letters for each client due for review. Print letters on official letterhead, sign, make copies, and upload into the client file and CRM.

• Mail letters to clients via postal service.

• Retrieve lab results, fax results to neurologists, input information into the CRM, and record documentation in the client file.

• Process invoices for payment, including stamping and initialing claim forms prior to submission.

• Review medical records received with clients.

• Complete and fax authorizations to neurologists or clinics for initial consultations, follow-up appointments, EEGs, MRIs, CT scans, and lab work.

• For new clients, contact the billing department to establish the case prior to scheduling an initial consultation and fax release-of-information forms.

• Provide Patient Assistance Program support to clients as needed.

• Provide emergency medications for clients when necessary and when budget allows.

• Maintain and update the waiting list for new clients.

Screening and Intake (20%)

• Complete screening and intake processes within designated timeframes.

Program and Client Functions (20%)

Coordinate and provide program and client-based functions including, but not limited to:

• CRM management

• Client advocacy and education

• Support group coordination

• Additional designated program functions

Caseload Management (10%)

• Maintain a balanced caseload in accordance with contractual requirements.

Additional Duties and Responsibilities:

• Interact professionally and collaboratively with Epilepsy Foundation national office staff as needed.

• Manage information and referral calls on designated on-call days.

• Lead at least one support group per month, including recruitment, advertising, and facilitation.

• Coordinate with experts and guest speakers to support group programming.

• Maintain records and reports for all support group attendees.

• Coordinate or complete special projects as required.

• Provide both virtual and in-person attendance at Epilepsy Foundation events and activities within the designated geographic territory, as directed.

• Maintain accurate and complete constituent records.

• Assist with other duties and special projects as assigned.

Education Requirements:

• Associate’s degree required

• Bachelor’s degree preferred

Experience Requirements:

• Minimum of five (5) years of related work experience.

• Proficiency with Microsoft Office and database software platforms.

• Ability to learn new technical systems as needed.

• Experience with Adobe Professional and other graphic programs is desirable.

Essential Skills:

• Bilingual preferred; at minimum, the ability to understand and communicate with Spanish-speaking individuals.

Other Required Knowledge, Skills, and Abilities:

• Strong attention to detail and accuracy.

• Ability to prioritize work assignments and manage multiple projects simultaneously.

• Ability to work independently with minimal supervision.

• Strong sense of ownership and urgency in completing assigned duties.

• Excellent time management and problem-solving skills.

• Excellent written, verbal, and interpersonal communication skills.

• Ability to use sound judgment and maintain strict confidentiality.

• High level of professionalism and ability to interact with clients from diverse backgrounds.

Supervisory Responsibilities:

This position supervises and is directly responsible for the performance of:

• Two (2) Case Managers

Travel, Work Environment, and Physical Demands:

• This is a full-time position working 35 hours per week, Monday through Friday, 9:00 AM - 5:00 PM Eastern.

• The employee operates in a professional office environment and routinely uses office equipment.

• This position requires one month of in-office training in the Tampa office, followed by a required hybrid work schedule with regular in-office presence.

• Duties require frequent talking, listening, and extended computer use.

• Responsibilities may include standing or moving for extended periods while filing, as well as occasional lifting of boxes, packages, office equipment, and setting up meeting spaces.

• Travel is not typically required but may occasionally occur for events or essential office visits.

• Occasional evening or weekend work may be required for events or selected programs.

• Telework privileges may be requested in accordance with the organization’s standard telework policy. Satisfactory performance and excellent customer service must be maintained.

• $57,000 - $62,000