RN Clinical Case Manager On-call Specialist - Bilingual

Job Description
The Clinical Case Manager On-call Specialist manages care coordination of clinical activity after regular business hours. The core focus of the position is to ensure that the same level of customer service and clinical support is maintained 24/7. This position reports directly to the Vice President of Clinical Operations. The schedule will be Friday 4pm CT - Monday 8am CT. This is an overnight position, and the expectation will be to manage the on-call phone for our Texas, North Carolina and Tennessee markets. Fully Remote and WFH. 
Duties and Responsibilities
Establishes effective communication & utilizes critical thinking and problem-solving skills to serve as the primary point of contact for all clinical and non-clinical issues or questions between clients, field staff and office personnel during after-hours.
Demonstrates a sense of urgency in executing follow-up with clients and Direct Caregivers when issues arise after hours.
Sets proper and realistic expectations with follow up on timelines.
Is responsible to maintain the On-Call by documenting all client communication and activities received after hours and sending a report to all appropriate team members by the start of the next business day.
Communicates and escalates all client and field staff issues to management in accordance with MGA Policy.
Enforces/ demonstrates compliance with State/ Federal regulations.
Ensures effective communication to coordinate the implementation of each patient’s Plan of Care.
Provides support, guidance, and education to patients/patient families and/or caregivers to maintain optimal physical and emotional wellbeing.
Effectively supports and executes the mission, ethics, and goals of the company.
Represents MGA and themselves in a positive and professional manner.
Completes work within the designated time.
Demonstrates a high level of honesty, integrity, and accountability.
Adheres to all company policies and procedures outlined in Employee Handbook, Employee Agreement, and/or communicated from management.
Complies and participates in the continuing quality improvement by appropriately reporting incidents, injuries, infection, and all components of the risk management program.
Participates in agency sponsored continuing education in-services and conferences to maintain own clinical competency.
Supports and executes the mission, ethics, and goals of the company effectively.
Represents themselves in a positive and professional manner in the company and community.
Reports as scheduled in order to complete work within designated time.
Adheres to all company policies and procedures outlined in the Employee Handbook, Employee Agreement, or communicated from Human Resources