Member Services Manager Jobs in Rochester, NY (NOW HIRING)

FreedomCare is seeking a Social Work Home Health Master of Social Work for a job in Rochester, New York.

• Specialty: Master of Social Work
• Discipline: Social Work
• Duration: Ongoing
• 40 hours per week
• Shift: 8 hours, days
• Employment Type: Staff

About our Company
FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.
We pride ourselves on our values which drive the level of care that we deliver to our patients:
Here For You (An attitude of service, empathy, and availability)
Own It (Drive and ownership)
Do the Right Thing (High integrity)
Be Positive (Great attitude and a can-do positive approach to challenges)
Join our team and make a positive impact on the lives of others! We are looking for a Team Lead of Care Management for our Care Management team.
Department & Position Overview:
The Team Lead of Care Management is a working people leader responsible for supporting day-to-day operations of the Health Home Care Management Program and helping ensure patients receive high-quality, compliant services. This role provides direct oversight, coaching, and escalation support to Care Managers while carrying a reduced caseload and reinforcing documentation quality, regulatory compliance, and service standards.
Every Day You Will:
Serve as the direct people leader for Care Managers, providing day-to-day guidance, coaching, performance feedback, and support on escalated or complex patient and operational issues.
Manage crisis-related situations by advising on response steps, monitoring incidents, and ensuring timely and appropriate incident reporting.
Carry a reduced caseload while modeling best practices in care management, documentation, patient engagement, and follow-through.
Conduct audits of patient and collateral interactions, patient charts, and assessments to ensure accuracy, quality, and compliance with Health Home NYS and Lead Health Home requirements.
Review and sign off on patient assessments in UAS-NY and review monthly HML questionnaires for consistency and completeness.
Support onboarding, training, job shadowing, and ongoing development of Care Managers to improve performance, consistency, and service delivery.
Supervises and supports Care Managers in the field through coaching, case consultation, and real-time problem solving to promote quality outcomes and operational effectiveness.
Partners with the Training team to support onboarding, ongoing staff development, competency reinforcement, and continued education initiatives for Care Managers; identifies training opportunities, reinforces best practices, and supports staff in meeting quality and performance expectations.
Collaborates with the Referral team to coordinate timely member assignments, streamline referral workflows, address operational barriers, and ensure effective communication between departments to support efficient care management services and member engagement.
Monitors and drives productivity metrics to maintain billable service rates above established benchmarks, including a minimum 90% billable compliance standard.
Oversees adherence to Care Management timelines and documentation requirements to ensure readiness for Lead Health Home audits and achievement of audit passing benchmarks as a core departmental KPI.
Provides coaching, corrective guidance, and performance support to Care Managers related to documentation standards, productivity expectations, and quality improvement initiatives.
Review and approve referrals from internal, community, and Lead Health Home sources and coordinate with relevant partners to support appropriate patient assignment and follow-up.
Required Qualifications:
Master’s degree in Social Work, mandatory.
3+ years of Health Home Care Management experience, required.
3+ years of supervisory experience leading clinicians and/or Care Managers who provide direct services to individuals with serious mental illness and/or chronic substance use disorders, required.
Strong working knowledge of Health Home NYS requirements, Lead Health Home policies, and community-based care resources.
Strong leadership, coaching, and performance management skills, with the ability to develop team capability and accountability.
Strong judgment and decision-making skills, with the ability to navigate escalations, crisis situations, and competing priorities.
Strong written and verbal communication skills, including the ability to engage effectively with patients, families, community providers, and internal stakeholders.
Strong attention to detail and ability to audit documentation, monitor quality, and identify compliance risks or gaps.
Demonstrates strong time management, organizational, and executive functioning skills, with the ability to effectively prioritize competing responsibilities, manage multiple deadlines, and perform successfully in a fast-paced environment with frequent interruptions and shifting priorities.
Demonstrated ability to analyze data, track outcomes, and use reporting to inform follow-up and performance improvement.
Ability to travel in the field to support patients, accompany appointments, and respond to escalated situations.
Proficiency using care management and documentation systems such as Netsmart, Foothold, UAS-NY or other (required).
Preferred Qualifications:
Prior leadership experience in a behavioral health or healthcare setting, preferred.
Experience in the New York State Health Homes program, preferred.
Experience using systems such as Netsmart, Foothold, and Salesforce, preferred.
Bilingual Spanish, preferred.
Why work at FreedomCare?
We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.
This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!
At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

FreedomCare Job ID #1897-1.