Crisis Case Manager / Care Coordinator – Behavioral Health Crisis Stabilization
Company: iCare Health Services, LLC
Department: Crisis Services
Employment Type: Full-Time, W-2
Job Summary
iCare Health Services, LLC is seeking a compassionate, organized, and resourceful Crisis Case Manager / Care Coordinator to join our Behavioral Health Crisis Stabilization & 23-Hour Observation team.
The Crisis Case Manager will provide rapid care coordination, discharge planning, resource navigation, referrals, and warm handoffs for individuals experiencing acute mental health and/or substance-use-related crises. This position works closely with psychiatric providers, nurses, licensed behavioral health clinicians, BHTs, peer support specialists, hospitals, outpatient providers, families, housing programs, and community agencies to help ensure safe and coordinated transitions following crisis stabilization.
Essential Duties & Responsibilities
- Complete case-management and psychosocial/resource-needs screenings.
- Identify barriers affecting safe discharge, including housing, transportation, food, medications, insurance, benefits, family support, and access to treatment.
- Participate in multidisciplinary treatment, stabilization, and discharge-planning meetings.
- Develop and coordinate individualized transition and aftercare plans in collaboration with the clinical team.
- Coordinate referrals to outpatient behavioral health, psychiatry, primary care, SUD treatment, detoxification, residential treatment, housing, shelters, peer support, and other community services.
- Schedule or assist with follow-up appointments before discharge whenever possible.
- Complete warm handoffs to receiving providers and community programs.
- Coordinate transportation and other practical discharge needs.
- Assist patients with navigating AHCCCS and community resources within assigned responsibilities.
- Obtain appropriate releases of information and communicate with external providers.
- Coordinate with hospitals, crisis providers, health plans, probation/parole or other community partners when authorized and clinically appropriate.
- Engage family members, guardians, or other natural supports when authorized by the patient.
- Collaborate with the RN, PMHNP/psychiatric provider, and licensed clinician when barriers could affect patient safety or successful discharge.
- Immediately report suicidal/homicidal statements, worsening psychiatric symptoms, medical concerns, abuse/neglect concerns, or other safety issues to appropriate clinical personnel.
- Complete accurate and timely case-management notes, referral documentation, discharge coordination records, and other required EHR documentation.
- Conduct authorized post-discharge follow-up and assist with resolving barriers to continued care.
- Maintain HIPAA, confidentiality, patient-rights, and professional-boundary requirements.
Minimum Qualifications
- Bachelor's degree in Social Work, Psychology, Behavioral Health, Human Services, Counseling, Sociology, Criminal Justice, or a related human-services field preferred.
- Behavioral health, case management, care coordination, social services, or related experience strongly preferred.
- Experience working with individuals with mental health and/or substance-use conditions.
- Strong knowledge of community resources and referral processes.
- Strong communication, documentation, organization, and problem-solving skills.
- Ability to work effectively in a fast-paced behavioral health crisis environment.
- Ability to use an EHR/EMR and complete documentation within required timelines.
- Must meet applicable background, fingerprint-clearance, training, and competency requirements for the assigned position.
Preferred Experience
Experience in behavioral health crisis services, psychiatric care, SMI services, SUD treatment, homelessness/housing programs, hospital discharge planning, residential treatment, AHCCCS/Medicaid programs, or community-based case management is strongly preferred.
Knowledge of Arizona resources for housing, transportation, food assistance, benefits, outpatient behavioral health, SUD treatment, detoxification, residential services, shelters, and other social determinants of health is highly desirable.
Scope of Position
The Crisis Case Manager supports the clinical team but does not independently diagnose behavioral health conditions, prescribe medications, conduct psychotherapy, make independent psychiatric disposition decisions, or determine medical necessity/level of care unless separately licensed and credentialed to perform those services.
Ideal Candidate
The ideal candidate is calm under pressure, empathetic but able to maintain professional boundaries, highly organized, persistent with referrals, and skilled at coordinating multiple services quickly. The candidate should be comfortable assisting individuals experiencing psychiatric crises, homelessness, SUD, family instability, transportation barriers, and other complex psychosocial needs.
