Lead Family Support Coordinator (Temporarily Remote-New York City)

Maximus is currently hiring a Lead Family Support Coordinator!

The Lead Family Support Coordinator works closely with their FSC unit and Nurse Evaluators to support the case management needs of families who have children with behavioral health/psychiatric/medical issues. The Lead Family Support Coordinator is a subject matter expert who is able to ensure consumer engagement and demonstrate understanding of the Children and Youth Evaluation Service (C-YES).

The ideal candidate will have case management experience and a passion to connect children/youth to Home and Community Based providers for improved outcomes. The Lead Family Support Coordinator will work closely with the FSC Supervisor and Operations Support Manager in following up on reports related to the consumer lifecycle, ensuring timely completion of tasks for a cohort of staff who report to the FSC Supervisor, working on deliverables directly related to the Client: New York State Department of Health, and assisting with policy and/or training updates for staff.

This is temporarily remote office-based position.

About the Children and Youth Evaluation Services (C-YES) Program

Maximus has partnered with the New York State Department of Health to establish the Children and Youth Evaluation Service (CYES) program to determine whether a child or youth is eligible for home and community-based services (HCBS) covered by Medicaid. CYES makes eligibility determinations primarily for children and youth aged 0-21 years who have been identified as being Medically Fragile (MDF) or having a Serious Emotional Disturbance (SED). CYES Nurse Evaluators conduct conflict-free evaluations of these children and youth to assess their needs for HCBS and develop person-centered plans of care. CYES Family Support Coordinators provide coordination and referral services and assist HCBS-eligible children or youth to apply for Medicaid.

Essential Duties and Responsibilities:

• Ensure individual and service level standards are met or exceeded, and staff members are appropriately trained.
• Responsible for ensuring processes are working to support customer needs.
• Ensure the overall volume of work produced meets or exceeds quality standards.
• Ensure staff maintains an updated knowledge of all programs.
• Ensure the confidentiality and security of all information.
• Monitor the performance of staff and provide feedback and education to improve performance.
• Provide management with updates on all issues regarding quality, training, policy, procedures, and staff issues.

Primary Responsibilities :

• Responds professionally to inquiries from callers to the C-YES Helpline, providing basic education about the CYES program and associated program/services.
• Takes a message when the caller needs more information outside the basic CYES overview, call scripts and CYES FAQ document, escalating to the attention of the FSC supervisor and/or the assigned FSC case manager.
• Follows C-YES call scripts and documentation guidelines to respond to callers and schedule/reschedule appointments.
• Monitors the CYES Referrals mailbox daily to ensure timely creation of the referral record.
• Conducts consistent outreach to consumers and referents as outlined in the C-YES work Instructions and protocol.
• Conducts timely outreach and meets productivity targets related to consumer/referent outreach and scheduling intake appointments with all appropriate individuals identified.
• Ensures the scheduling process and workflow runs efficiently and meets all program objectives and quickly identifies areas for improvement or correction.
• Trains, mentors, and supports Family Support Coordinators.
• Takes escalated calls with consumers.
• Actively communicates with direct supervisor, quality management, and leadership (as needed), related to assessment scheduling and case management.
• Collaborates with and supports the CYES leadership, Nurse Evaluator Department, and the Quality Assurance department to identify operational/procedural issues and training needs.
• Reviews and acts on reports with FSC staff, as assigned by the FSC Supervisor and Operations Support Manager.
• Assist with the monitoring of CYES Helpline and escalates issues as needed to Supervisor and Operations Support Manager.
• Assist Supervisor with identifying outstanding follow ups with different stakeholders.
• Assists with training and policy updates where assigned.
• Assist with the monitoring of CYES Helpline and escalates issues as needed to Supervisor and Operations Support Manager.
• Assist Supervisor with identifying outstanding follow ups with different stakeholders.
• Assists with training and policy updates where assigned.
• Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.
• Performs other duties as may be assigned by management.

Minimum Requirements

Minimum Qualifications :

• Bachelor's Degree from an accredited college or university
• 3-5 years of experience working in a case management capacity; experience utilizing reports and data to support a program
• Computer literacy; strong knowledge of MS Excel
• Ability to learn new software programs quickly and intuitively.
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Must have a valid New York State ID

• Bachelor's Degree of Social Work or other mental health specialization degree from an accredited college or university
• Strong background with call center systems
• Working experience with pediatric psychiatric and/or medically fragile patients
• Working knowledge of Health Homes, the Children's Waiver, and/or Home & Community Based Services

Home Office Requirements:

• Maximus provides company-issued computer equipment
• Reliable high-speed internet service
• Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
• Minimum 5 Mpbs upload speeds

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.