Tailored Care Manager Program Manager

Job Title: Tailored Care Management (TCM) Program Manager

Location: Charlotte, NC

Work Type: Hybrid (In-Office, Community, and Remote)

Sign-On Bonus: $5,000 paid in installments over the first 3–6 months

Lead a Program That Changes Lives, What You’ll Do

Staff Supervision

• Hire, train, and evaluate Care Manager Supervisors, Care Managers, and Care Manager Extenders
• Oversee staff schedules, member assignments, and supervision requirements
• Review documentation and supervision notes for accuracy, compliance, and timeliness
• Monitor activity reports to ensure productivity benchmarks are met
• Support claims reconciliation and program performance tracking

Program Oversight

• Direct the daily implementation of Tailored Care Management services
• Participate in daily morning huddles and weekly staff meetings
• Coordinate staff training in collaboration with Care Manager Supervisors
• Review ADT alerts and ensure appropriate staff follow-up
• Monitor workflows and develop procedures to improve operational efficiency and member health outcomes

Compliance & Auditing

• Ensure adherence to NC Medicaid TCM Provider Manual requirements
• Translate regulatory guidance into clear operational policies and procedures
• Utilize monitoring tools to track care management activities, including:
• Comprehensive Care Management Assessments (CMCA)
• Care Plans
• Reassessments
• Member contact frequency
• Support leadership in preparing for state and payer audits

LME/MCO Collaboration

• Represent the organization at Local Management Entity / Managed Care Organization (LME/MCO) meetings
• Participate in:
• Practice transformation meetings
• Learning collaboratives
• Community partner forums
• Provider network meetings
• Use insights from these meetings to enhance program design and innovation

Leadership Coverage & Case Escalation

• Provide support and coverage for Care Manager Supervisors
• Serve as the primary escalation point for complex cases
• Provide guidance during behavioral health crises or high-risk care transitions such as hospital discharges

Community Outreach

• Build and maintain strong relationships with community providers and stakeholders
• Represent Epiphany Family Services at community outreach events
• Promote awareness of the organization’s services and mission

Required Qualifications

Education

• Bachelor’s or Master’s degree in Social Work, Psychology, Counseling, or a related human services field
• Licensed professionals (LCSW, LMCHC, LCAS, etc.)

Experience

• Minimum 3 years of experience in care management, case management, or care coordination
• Experience serving adult mental health/substance use or I/DD/TBI populations
• Minimum 2 years of supervisory experience within the last 4 years

Key Skills for Success

Clinical Leadership

Ability to review and approve complex care management elements to ensure compliance with NC Medicaid and TCM Provider Manual requirements.

Staff Development

Experience mentoring care management professionals and supporting growth through coaching, supervision, and performance management.

Conflict Resolution & Communication

Strong interpersonal skills to effectively mediate concerns, support staff, and coordinate care with external providers and partners.

Systems & Resource Knowledge

Deep knowledge of community resources, social services, and healthcare systems to help members access needed supports.

Documentation & Compliance

Strong attention to detail with the ability to ensure accurate documentation and audit readiness.

Technical Proficiency

Experience using:

• Electronic Health Records (EHR)
• Data tracking tools and spreadsheets
• Microsoft Office Suite (Word, Excel, Outlook)

Cultural Competence

Commitment to trauma-informed, person-centered care and maintaining a culturally responsive environment.

Time Management & Organization

Ability to manage multiple staff members, large caseloads, and leadership responsibilities while maintaining program quality and compliance.

Why Join Epiphany Family Services?

At Epiphany Family Services, we believe in supporting both the communities we serve and the professionals who serve them. Our team is mission-driven, collaborative, and committed to making a lasting impact.

We offer a competitive benefits package including:

• $5,000 Sign-On Bonus
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off (PTO)
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• Professional growth and leadership opportunities
• A supportive and mission-driven work culture

Work Environment

This is a hybrid position designed to support both flexibility and community engagement.

The role includes:

• In-office leadership and collaboration
• Community-based engagement with partners and stakeholders
• Remote administrative and program management work

Apply Today

If you are ready to lead a program that strengthens communities and improves lives, we invite you to apply and join the team at Epiphany Family Services.

Together, we can make a meaningful difference for the individuals and families we serve.

Company Description

Epiphany Family Services, LLC has been a trusted provider of behavioral health services in the Charlotte, NC area since 2010. We specialize in compassionate and client-centered care for individuals and families dealing with mental health challenges and substance use disorders. With five locations across North Carolina, we offer a range of services including mental health therapy, addiction treatment, and flexible support options. Our mission is to empower clients to reclaim their lives through personalized and dignified care. At Epiphany, we prioritize accessibility, accepting a variety of insurance plans and self-pay options to ensure everyone has access to the support they need.