Case Management Officer - #1130391

STATEMENT OF PURPOSE

The Case Management Officer supports and manages the patient’s overall recovery and works closely with clinicians in providing appropriate services and treatment. The Case Manager plays an integral role in the multi-disciplinary team; they act as a bridge between patients and psychiatrists, also helping patients transit back to their community and family setting.

The main duties and responsibilities

Case Management

• Establish collaborative partnerships with patients to assess and anticipate their care needs, develop individualized care plans, and ensure delivery of appropriate mental health services

• Monitor and evaluate treatment plans and patient progress, adjusting care strategies as needed to achieve optimal clinical outcomes.

• Provide clear, empathetic education to patients and their families about mental health conditions, treatment options, and recovery processes.

• Facilitate interdisciplinary team meetings to coordinate treatment plans and promote integrated care approaches.

• Identify and connect patients with relevant community resources, coordinating referrals and ensuring smooth transitions between care settings.

• Foster strong relationships with stakeholders to leverage collective expertise and resources, addressing complex patient needs comprehensively.

• Review and update care plans regularly, including medication management and therapy referrals, to support continuity of care and successful patient transitions.

• Proactively collaborate with multidisciplinary teams and external partners to promote long-term recovery and holistic patient support.

• Adhere strictly to professional standards, ethical guidelines, and organizational policies in all aspects of case management.

Administrative Duties

• Maintain accurate, confidential patient records in electronic health systems (e.g., EPIC), ensuring compliance with data privacy regulations.

• Manage clinical data for reporting, quality improvement, and project submissions such as ASCAT or Aftercare.

• Analyze patient outcome data to identify trends and support program effectiveness.

• Conduct regular audits to ensure data integrity and regulatory compliance.

• Organize and coordinate meetings, case discussions, and communications among care teams and community partners.

• Support departmental initiatives and contribute to achieving organizational goals.

Departmental Goals

• Support and promote the department’s objectives to enhance mental health services and patient care quality.

• Advocate for mental wellness awareness within the hospital and the broader community.

• Foster a cohesive, patient-centered team culture focused on continuous improvement and efficient service delivery.

• Contribute to the overall development and enhancement of hospital mental health programs and services.

• Perform tasks as directed by Manager, Program Director and Head of Department Psychological Medicine

JOB REQUIREMENTS

(A) EDUCATION, TRAINING AND EXPERIENCE

1. Knowledge – Mental Health, Behavior science, suicide assessment and intervention, case management principles, familiarity with professional and technical emerging knowledge, community resources and governmental policies that impact the patients and basic counselling techniques.

2. Skills – good interpersonal communication, advocacy, problem solving and administrative duties.

3. Communication skills: to be able to communicate effectively and listen actively. Case managers must be also be aware of nonverbal communication cues and be able to read nonverbal cues with patients.

   • Interviewing skills: to be able to evaluate the patients’ needs. Case managers need to be able to formulate questions, record client information and answer patients or family members’ questions promptly.

   • Teaching skills: to be able to help patients develop skills and knowledge to improve their life situation. Case managers need to help patients develop social skills, regain independence, identify and build coping strategies etc.

   • Advocacy Skills: case managers have to engage in advocacy on behalf of their patient. Case managers may attempt to resolve conflicts between patients and services providers and work towards protecting the best interests of the patients.

   • Organisational skills: Case managers have to be adept at planning and organisation to ensure service delivery to their patients in a timely manner.

   • Aptitude for teamwork and ability to work well with diverse groups, from other professionals to patients’ family members. Case managers don’t work alone to help their patients improve their quality of life. Instead they help patient achieve their goals as part of a much larger team.

d. Personal characteristics

• Desire to help others: case managers must have a strong desire to help others or the negative aspects of the job can quickly lead to burnout.

• Patience – case managers have to deal with a lot of red tape in the course of programs/ service implementation and in supporting patients.

• Empathy: to be able to identify with the struggles patients are having.

e. Education and Experience

• Degree or equivalent experience – Degree in Psychology, Social work, Counselling or Nursing

• Years of Experience: 2-3 years in a mental health, social service, hospital or healthcare environment