Senior Case Manager

The Senior Case Manager oversees referral and intake coordination, ensuring timely review, scheduling, assignment, and follow-up of priority referrals. The role manages case distribution, supports CM coverage and escalations, assists with training and onboarding, and identifies opportunities to improve workflows, capacity, and client coordination.

Duties and Responsibilities:

- Oversee and monitor all landing page, portal, and priority referrals.

- Manage priority referral inboxes to ensure timely review, follow-up, and appropriate assignment.

- Review intake availability and scheduling capacity to identify gaps and scheduling inefficiencies.

- Monitor intake clinician call-outs and reschedule all affected patients.

- Assign created/scheduled charts to Case Managers (CMs) for appropriate follow-up and ongoing coordination.

- Reassign cases and redistribute workload as needed based on caseload, staff availability, coverage needs, and client needs.

- Create charts and coordinate intake scheduling for child psychological testing, school-based intakes, and other specialized services.

- Provide coverage and support for CM duties when Case Managers are out, including confirmations, follow-up, inbound calls, scheduling, and case-related tasks.

- Assist CM Supervisors with CM training, onboarding, workflow education, and ongoing staff development.

- Participate in CM training and escalation meetings, providing operational support, workflow guidance, and assistance with identifying and resolving barriers.

- Support Valintry sandbox testing, including testing workflows, identifying system or process issues, and providing feedback to support implementation and optimization.

- Provide support with inbound calls and client communication when CMs are unavailable.

- Support active caseload scheduling when necessary, including transfers, relational therapy, and other time-sensitive clinical or scheduling needs.

- Serve as a senior-level resource to CMs by providing workflow guidance, coverage support, training assistance, and escalation support.

- Perform other duties as assigned by the Supervisor

Qualifications:

- Completed High School Diploma or Associate's Degree or higher

- 2-4 years of relevant professional experience

- Bilingual in English and Spanish required

- Superior interpersonal skills and ability to work extremely well as part of a team.

- Ability to work well under pressure and manage sensitive or controversial clients with tact, kindness, and professionalism.

- Must be passionate about working with underserved communities and possess a high level of engagement, communication, and interpersonal skills

Working Conditions
This position will be located at either the Manhattan office at 33 West 60th Street, New York, NY 10023, Suite 600, the Bronx office at 2825 Third Avenue, Suite 402, Bronx, NY 10455, the Rochester office at 1299 Portland Avenue, Suite1, Rochester, NY 14621 or Remote. This is a professional work environment where a computer, desk, chair and office supplies will be provided onsite at each of our offices.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of the role above.
 
While performing the duties of this job, the employee is regularly required to hear and speak on the phone or computer throughout the day, stand and sit for an extended period of time, and be able to write and answer emails in addition to carrying objects no greater than 25 pounds, when needed.

Direct Reports: This position has no direct reports.