Posting Note: IMPORTANT: This position is fully remote; however, candidates MUST reside in the state of Arizona. Arizona residency is a mandatory requirement for this position. NO EXCEPTIONS. Candidates residing outside of Arizona will not be considered.

Lead Social Services Care Coordinator – Phoenix Children's Care Network (PCCN)

Join our team as a Lead Social Services Care Coordinator!

Are you an experienced pediatric social worker looking for an opportunity to make a meaningful impact in a leadership role—without providing traditional face-to-face patient care? Phoenix Children's Care Network (PCCN) is seeking a collaborative, resourceful leader to support patients, families, and care teams through comprehensive care coordination and community resource navigation.

This fully remote position combines advanced care coordination with leadership responsibilities. As the Lead Social Services Care Coordinator, you will manage a reduced caseload of complex, high-risk cases while serving as the clinical resource and subject matter expert for the Integrated Care Coordination (ICC) social services team.

What You'll Do

In this role, you will:

Coordinate care for pediatric patients with complex social, behavioral, and community resource needs.
Identify and address gaps in care related to mental health, social determinants of health, community resources, and school systems.
Connect patients and families with community, state, and educational resources, including DDD, ALTCS, AzEIP, child welfare, and school-based services.
Lead care coordination for specialized and high-risk cases while serving as a strong advocate for patients and families.
Provide education, guidance, and consultation to Social Services Care Coordinators and the Integrated Care Coordination team.
Build collaborative relationships with physicians, providers, community agencies, state programs, and external partners.
Participate in Child & Family Team (CFT) meetings, Joint Operations Committee (JOC) meetings, network meetings, and quality initiatives.
Complete quality audits, maintain role-specific job aids, support annual team reviews, and partner with leadership on program initiatives and quality improvement efforts.
Stay current on pediatric care management best practices and evolving community resources.

Please Note

This is not a traditional hospital-based social work position. Care coordination is conducted primarily through virtual and telephonic communication rather than routine face-to-face patient interactions.

This is a fully remote Arizona-based position. Candidates must live in Arizona to be eligible for employment. NO EXCEPTIONS. Candidates residing in any other state are not eligible for this position.

Candidates who enjoy care coordination, systems navigation, collaboration, leadership, and helping families access resources will thrive in this role.

Schedule

Full-time
Fully Remote
Candidate must reside in Arizona — no exceptions
Monday–Friday, 8:00 a.m.–5:00 p.m. (Arizona Time)

Required Qualifications

Residency — Mandatory

Candidate must currently reside in the state of Arizona. Arizona residency is required for this position and is a condition of employment. NO EXCEPTIONS. Candidates residing outside of Arizona will not be considered.


Education

Bachelors Degree in Social Service or healthcare related field.

Experience

DDD, ALTCS, AzEIP, IEP/504, and child welfare knowledge or experience
Six (6) years of pediatric or other case management related experience
Experience talking with patients, providers, and payer over the phone, email, and/or text.

Experience working with:

Division of Developmental Disabilities (DDD)
Arizona Long Term Care System (ALTCS)
Arizona Early Intervention Program (AzEIP)
IEP and 504 educational planning
Child Welfare services

Preferred Skills

Strong time management and organizational skills.
Knowledge of mental and behavioral health terminology and care coordination practices.
Advanced knowledge of state and community program eligibility requirements and application processes.
Strong critical thinking, collaboration, and relationship-building skills.
Ability to serve as a clinical resource and mentor within a multidisciplinary care coordination team.

If you're passionate about improving outcomes for pediatric patients and families through collaboration, advocacy, and innovative care coordination, we encourage you to apply and become part of the Phoenix Children's Care Network team.

Care coordination is the deliberate organization of patient care activities to facilitate the appropriate delivery of health care services. The lead position excels in promptly recognizing deficiencies in care across the spectrum of mental health, community resources, social determinants of health, and school systems. Subsequently, they offer education, assistance, and direction to all involved parties to address these gaps in care. The lead role establishes strong patient and family engagement within specific populations by employing effective outreach strategies. They serve as a strong patient advocate, to include resolving patient and family concerns, complaints, or disputes. This position takes lead on identified cases that are complex, specialized, or high-risk. The lead works closely with internal leadership on program initiatives, quality measures, and other programmatic decisions. This role frequently partners with external providers, community agencies, state programs, and community resources to build positive, symbiotic relationships. The lead acts as a clinical resource for the Integrated Care Coordination (ICC) team and completes quality audits for the social service team. This role manages role specific job aids and participates in annual reviews for the social service team. This role represents ICC at JOC`s, network, and quality meetings, and stays abreast of the latest developments in pediatric care management

• Care Management Activities
  
  a) Achieves a consistent and high level of successful patient/family engagement.
  
  b) Leads timely identification of family needs related to social services and directs appropriate next steps.
  
  c) Leads patient advocacy efforts and resolves or escalates patient/family concerns appropriately.
  
  d) Leads and manages identified high-risk, complex, or sensitive cases, setting direction for coordination and follow-through.
  
  e) Identifies and creatively problem-solves barriers that impede timely and effective access to services; recommends and implements solutions within the scope of the program.
  
  f) Directs discharge follow-up from behavioral health ED/Hospitals for high-risk patients, ensuring all needs are met once back in the community.
  
  g) Manages and facilitates referrals, orders, and scheduling based on identified needs.
  
  h) Leads prompt and effective follow-up to all stakeholders and ensures appropriate communication and accountability.
  
  i) Provides families with appropriate guidance, education, and resources. This may include, but is not limited to, community resources/programs, parent/patient education, condition education, supports, safety, coping skills, developmental milestones, and school resources.
  
  j) Demonstrates regular unprompted initiative to improve quality of care and recommends opportunities for program improvement.
  
  k) Understands key contract measures and how ICC plays a role in success; implements strategies that support performance against established measures.
  
  l) Stays abreast of the latest developments in pediatric care management, formulates and recommends strategies for incorporation into practice, and shares recommendations with the team and leadership.
• Collaboration
  
  a) Leads and proactively facilitates participation in complex interdisciplinary teams such as IEP, 504, and CFT meetings.
  
  b) Directs and maintains professional, effective collaboration with outpatient providers, hospital staff, PCCN physicians/providers, payers, referral coordinators, community services, and other key stakeholders.
  
  c) Acts as a key liaison to manager and recommends actions, priorities, and escalation needs based on operational and patient-care issues.
  
  d) Manages internal coordination with the SSCC’s, RN’s, and CC’s to support efficient care delivery and clear accountability.
  
  e) Serves as SME/Role Model to Social Service and ICC teams; directs patient care coordination as needed and sets direction for complex cases within assigned scope.
  
  f) Provides leadership to the Social Service team, including guidance, coaching, mentorship, and day-to-day direction of work priorities.
  
  g) Leads and implements organizational and departmental operational initiatives to improve care delivery methods and executes approved changes.
  
  h) Organizes and leads team training, workshops, and guest speakers; participates in developing and implementing new-hire training.
  
  i) Partners with leadership in performance evaluations of social service staff and recommends performance-development priorities.
  
  j) Successfully coordinates and regularly meets with other Leads; formulates strategies, recommends process improvements, and helps establish consistent team practices and procedures.
• Administrative
  
  a) Multi-tasks using multiple monitors and applications such as email, IM, text, Vocera, PCC, etc.
  
  b) Leads, facilitates, schedules, and attends meetings with other Social Service staff and manager; sets agendas and directs follow-up on assigned action items as appropriate.
  
  c) Manages and completes Quality Assurance audits for Social Service team, providing education, feedback, and recommendations for improvement.
  
  d) Leads assigned accreditation and/or regulatory responsibilities and implements actions necessary to support ongoing compliance.
  
  e) Manages and authorizes updates to assigned job aids, manuals, and reference materials within established departmental standards and policies.
  
  f) Represents ICC program at JOC’s, Network presentations, and other stakeholder meetings; communicates recommendations and helps set direction for follow-up activities.
  
  g) Utilizes data analysis to generate insight into performance, outcomes, and resource utilization; recommends and implements approved improvement strategies.
• Education
  
  a) Maintains professional competency by regularly participating in a variety of educational programs and in-services. (CEU’s)
  
  b) Reviews relevant professional publications, participates in community-based committees related to service line responsibilities, and/or participates in professional societies to ensure ongoing awareness of current methodologies, practices and philosophies as applied to the pediatric patient population.
  
  c) Remains current with available community programs and networks, sharing pertinent information with the team and recommending opportunities to strengthen resources and partnerships.
• Customer Service
  
  a) Leads by example in providing excellent customer service in interactions with all customers, i.e., coworkers, patients, families, health plans, physicians, etc.
  
  b) Provides clear and effective written and verbal communication and sets expectations for timely, professional communication within assigned workflows.
  
  c) Responds to email, text, and voicemail within 24 hours or one business day.
  
  d) Demonstrates an appropriate sense of urgency when working to identify and meet the needs of patients and families and directs escalation when needed.
• Performs miscellaneous job related duties as requested.
  

To advance hope, healing and the best healthcare for children and their families

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable