Case Manager

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

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The Case Manager serves as the primary liaison between Home Well 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 Home Well's commitment to compassionate, high-quality care while ensuring compliance with agency policies, state regulations, and payer requirements.

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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Review Well Sky 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.

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• Maintain accurate client records.
• Upload assessments, reassessments, and all required client documentation into One Drive.
• Ensure documentation complies with state regulations and Home Well 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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• 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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• 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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• Represent Home Well Care Services at community outreach events, health fairs, and recruitment activities.
• Promote Home Well services while building relationships with community partners and referral sources.

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• 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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• High school diploma or GED required.
• Associate's or Bachelor's degree in Healthcare, Human Services, Social Work, Nursing, or…