CMA Care Manager - Hybrid

About the role

The hire will serve as a Chronic Care Manager within the care delivery ecosystem, directly interfacing with the Dent Neurologic Institute through the Phamily platform. This role requires ownership of the end-to-end patient navigation journey from identification to intervention using the proprietary Chronic Care Management system. The position holder will act as the central liaison between clinical teams and patients, orchestrating care activities across a virtual environment. Success in this role is defined by the ability to translate complex medical data into actionable care plans that improve patient outcomes. The hire will be responsible for maintaining high-touch engagement while scaling efficient processes across a large virtual caseload. This function demands strict adherence to clinical protocols and compliance standards while leveraging technology to drive measurable improvements in care access. The role is fundamentally centered on removing barriers to care and ensuring patients receive timely and appropriate support.

Key facts

What you'll do

Orchestrate patient interactions and data flows using the Phamily platform to identify unmet needs and drive timely interventions.

Navigate complex cases by gathering, synthesizing, and summarizing patient information to support clinical decision-making for the care team.

Engage patients and families through courteous telephone and digital communications to facilitate accurate referrals and resolve barriers to care.

Enhance continuity of care by organizing and distributing relevant patient data to healthcare providers within designated practices.

Champion quality improvement initiatives by analyzing care patterns and supporting the redesign of care delivery strategies.

Collaborate seamlessly as an integrated member of the multidisciplinary care team to ensure cohesive patient management.

Ensure strict compliance with all federal, state, local, and organizational policies and procedures during every patient interaction.

Manage a high-volume caseload of 500 patients, driving toward the target of 300 billable patients by the end of the month.

Provide real-time data and insights to care teams to enable proactive and informed clinical actions.

Support the care team by delivering accurate, relevant, and timely information that improves patient outcomes and satisfaction.

Adapt to evolving workflows and responsibilities as assigned to meet the dynamic needs of the care system.

Demonstrate ownership of the patient journey by tracking outcomes and identifying opportunities for process optimization.

Utilize technology tools to streamline administrative tasks and maximize efficiency in patient navigation activities.

Serve as the primary point of contact for patients requiring guidance through the healthcare system, ensuring a exceptional experience.

Requirements

A minimum of two (2) years of related experience, preferably in an outpatient clinic setting with experience as a patient caregiver, educator, or advocate.

LICENSURE OR CERTIFICATION: CMA preferred; Medical Assistant with experience instead of certification.

Current Basic Life Support (BLS) certification must be maintained throughout employment.

Demonstrated effective communication skills with the ability to convey information clearly and professionally.

Must be flexible and self-motivated while possessing excellent interpersonal, communication, and organizational skills.

Ability to work independently with minimal direct supervision while maintaining a high standard of accuracy and attention to detail.

Willingness to adhere to the physical and mental demands of the role as outlined in the job description.

Practical notes

Typical Physical and Mental Demands: Requires full range of body motion, manual dexterity, fine motor skills, and hand-eye coordination. Occasionally requires the handling, lifting, and transferring of patients. Requires standing and walking for extended periods. Must be ambulatory on stairs in the event of an emergency. Occasionally requires lifting and carrying items weighing up to 50 pounds. Requires normal visual acuity and hearing. Requires exposure to body fluids. Requires ability to work in a high-stress environment. It requires communicating verbally with physicians, other supervisors, hospital staff, patients, and family members. Requires communication with ill, upset, or angry patients and family members.