Case Management Coordinator, ODP

About this role

ABOUT ABBY CARE: POWERING THE FUTURE OF CARE AT HOME FOR ALL OF AMERICA.

Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve.

We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system.

Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively.

We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future.

Join us in solving one of the most important challenges of our time.

THE OPPORTUNITY:

We are seeking an experienced, high-level professional to join us as a Case Management Coordinator, ODP. This role reports directly to the PA ODP Program Lead and is a full-time hybrid position based in Eastern Pennsylvania.

As a Case Management Coordinator for ODP, you will go beyond standard case management & scheduling. You will serve as a strategic partner to the Program Lead, assisting in the pre-admission lifecycle and building high-level relationships with Support Coordination Organizations (SCOs) and County MH/ID offices, in addition to supporting our operational team with ODP subject matter expertise. We are looking for an IDD program veteran who understands the nuances of the Pennsylvania ODP waiver landscape and is ready to take a leadership role in strategic operations through care management and expanding our community footprint.

This is a Full-Time Hybrid opportunity based in Philadelphia, PA.

WHAT YOU’LL WORK ON:

Individual Care and Coordination (Case Management)

- Manage a caseload of ODP individuals, ensuring high-quality care across Easters/Central PA.

- Provide coaching, oversight, and mentorship to Direct Support Professionals (DSPs) to ensure adherence to ODP standards, with support from the HR/Onboarding team.

- Facilitate starts of care (in-person) for the Eastern PA region. Attend ISP meetings, SIS assessments (when necessary), and monitoring meetings. This role requires client check-ins with individual caseloads on a bi-annual basis (virtually or in-person).

- Ensure implementation of the Individual Support Plans (ISPs) is being met through updated records, documentation and quarterly reporting. (EMR oversight)

- Manage staff schedules for individual caseload. Oversee timely completion of accurate electronic documentation and service notes for caseload.

- Auditing schedules weekly in preparation for the pre-billing teams

- Provide education to families when needed on service definitions, and compliance.

Strategic Onboarding & Program Growth (Senior Duties- Lead Support)

- Provider Introductions: Lead and facilitate a portion of the provider introduction meetings with families and SCs to present the Abby Care family hybrid model.

- Pre-Admission Liaison: Alongside our intake and HR teams, act as a point of contact during the pre-admission stage for program readiness. Accessing HCSIS, AE communication and other duties necessary for a smooth transition.

- SCO Relationship Management: Frontline support for engaging with SCO leadership and individual Support Coordinators.

- Market Expansion Support: Identifying inclusive community opportunities and cultivating relationships with advocacy groups through network

Quality Assurance & Compliance (EMR/EIM) Oversight, Escalation & Mentorship (QA Development/ Lead Support)

- Provide updates to the Payroll/Pre-Billing team on documentation and EVV records to ensure they meet ODP regulatory requirements prior to submission.

- Caseload Excellence: Provide training, coaching, oversight, and mentorship to the wider incoming Care Coordination team to ensure adherence to ODP standards.

- Primary Escalation Point: Serve as the first point of contact for Community Care Coordinators (CCCs) regarding incidents, complex individual concerns, or billing obstacles.

- Audit Management: Conducts quarterly reviews of documentation, EVV, and service notes to ensure they meet ODP 6100 regulations. Completed reports and sent to SCO for visibility quarterly.

- Incident Management: Oversee the EIM (Enterprise Incident Management) process, ensuring all incidents are reported to the state accurately and within mandatory timeframes.

- Complaints and QA: tracking and managing incoming complaints for record keeping and AE communications

- QA&I/QMP: participating alongside the ODP Lead to develop and roll out Quality Assurance and Incident Management audits in addition to quarterly meetings regarding Quality Management Planning.

- Internal Reporting: Communicate high-level regional updates, systemic risks, or performance trends to the ODP Lead.

Community Strategy

- Community Calendar: Works alongside Community Event Associates (CEA) in Eastern/Central regions to support the regional community event calendar, ensuring events align with client goals and have Abby Care representation.

WHAT YOU’LL HAVE:

Required Experience (ODP Specific)

- Experience working within an Office of Developmental Programs (ODP) Role: e.g., Support Coordination, Program Management, Residential Director, for at least 2 years, or ODP various field experience for at least 4 years. Minimum 2 years of direct experience within the Pennsylvania ODP space (required).

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