About Us:

Liberty Resources is a dynamic and growing human services agency that is a great place to work! Our employees have passion around the services they provide and our corporate values of excellence and staff support. We pride ourselves on high quality, integrated, community-based services that meet the evolving needs of our communities.

Liberty Resources is seeking applicants for the position of Patient Engagement Case Manager for Liberty Resources’ Integrated Health Care in Syracuse, NY. Liberty Resources Integrated Health Care is a Certified Community Behavioral Health Center in Syracuse, serving children, families and adults with behavioral health challenges including co-occurring substance abuse.

Our employees have passion around the services they provide and our corporate values of excellence and staff support. We’re committed to building a diverse workforce that values contributions of all team members and work to recognize cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and how they apply to provision of positive health outcomes.

Position Summary:

The Patient Engagement Case Manager supports patients in overcoming barriers to care and reducing no-shows, late cancellations, and late arrivals. The role provides direct outreach, case management, and coordination of services to improve patient engagement, ensure continuity of care, and support positive treatment outcomes.

Job Responsibilities:

• Educates patients on the No-Show & Late Cancellation Policy during outreach and engagement efforts.
• Conducts outreach to patients who no-show, late cancel, or late arrive to assess needs, identify barriers, and support re-engagement in services.
• Coordinates with front office staff (PAR) to reschedule appointments, maintain timely follow-up, and ensure documentation in the EHR.
• Provides case management functions including referrals to supportive services, transportation coordination, safety planning, and linkage to Health Home or additional care as appropriate.
• Administers PRAPARE (Protocol for Responding to and Assessing Patients’ Assets, Risks, and Experiences) to identify social determinants of health and connect patients with appropriate resources.
• Completes NOMS (National Outcomes Measurement System) assessments to support compliance, quality monitoring, and performance reporting.
• Documents all engagement, risk assessment, and barrier-removal efforts in the EHR per agency standards.
• Generates and sends appropriate patient communication letters (e.g., engagement, no-show, discharge) in coordination with PAR staff.
• Collaborates with providers and interdisciplinary teams to review risk factors, safety concerns, and appropriateness of continued care or discharge.
• Supports discharge workflows by completing screening notes, tasking providers, and ensuring supervisor review and approval.
• Provides data and feedback to the operations team on patient engagement barriers, trends, and strategies for improving access and retention.
• Assesses and documents patient barriers (transportation, childcare, scheduling conflicts, etc.) and develops strategies to overcome them.
• Implements engagement strategies such as phone calls, texts, mailed letters, and, when necessary, home visits for patients in preadmission and established patients.
• Assists in connecting patients to additional services and supports (Peer, TCM, Skill Building, Health Home, etc.) when needed to improve engagement.
• Participates in interdisciplinary case conferences, supervisory meetings, trainings, and professional development activities.
• Maintains effective professional relationships with service providers and represents the agency in alignment with program and organizational goals.
• Ability to effectively use an electronic health record
• Ability to travel locally on occasion for patient outreach, including home visits when in person engagement is necessary.
• Values service, excellence, and responsibility, seeing opportunity where others see barriers to success. We strive to create and sustain an inclusive environment where everyone feels a strong sense of belonging.
• Performs other duties and responsibilities as assigned by the supervisor.

Qualifications:

Bachelor’s degree in a related field, or an Associate’s degree with at least one (1) year of experience in case management, care coordination, or a related human services field. Must possess a valid driver’s license, reliable vehicle, and automobile insurance for work-related travel, including occasional home visits. Critical thinking and problem-solving skills to address barriers to care and improve engagement.

Salary Range: $50, 000 to $55, 000 annually.

What We Offer:

• A Collaborative and Supportive Team Atmosphere
• Competitive Compensation and Paid Time Off Package
• Family-Friendly Workplace
• Medical/Dental/Vision Coverage
• 401(k) Retirement Savings Plan
• Continuing Education Opportunities

Liberty Resources is committed to creating a diverse inclusive environment and is proud to be an equal opportunity employer. Liberty Resources offers equal employment opportunities to all persons without regard to race, color, ethnicity, religion, sex, sexual orientation, national origin, age, marital status, physical or mental disability, parental status, housing status, source of income or military status, in accordance with applicable federal, state and local EEO laws.