Case Manager

Job Type

Full-time

Description

Summary:

The Case Manager is responsible for guiding clients through our process and providing ongoing support. This role involves understanding client needs and outlining the appropriate steps and services available to them. The Case Manager will educate clients on relevant processes, answer their questions, and help them navigate the initial stages of their case. They will provide timely and accurate support, including follow-ups and updates through phone and email communication. Additionally, the Case Manager will be responsible for gathering necessary client information and documentation, maintaining accurate records, and ensuring compliance with company policies and procedures. This position requires strong communication, customer service, and organizational skills, along with a commitment to providing a positive client experience and meeting established performance standards.

Requirements

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Initiate contact with assigned clients via phone and email
• Introduce company services and build rapport with clients received from Intake
• Provides details of services offered and determines the best course of action for clients
• Answer questions effectively regarding services provided, set client expectations, and ensure the value of our service is represented to our clients
• Effectively overcome client objections or reservations through education and persuasion
• Provide comprehensive education to clients on the VA claims process
• Contact clients to compile necessary documents and information
• Perform quality checks for front-end review and confirm compliance for initial review
• Routinely audit profiles for missing information and documentation needed
• Update and notate all client communication and changes to the profile in the CRM
• Identify and initiate the best course of action specific to each client’s claim
• Deliver proactive, timely, and accurate support for clients, including ongoing follow-up and status updates to ensure transparency throughout the claims process
• Resolve or timely escalate client-facing issues or concerns as appropriate
• Manage client documents according to established Company policies and SOPs
• Communicate professionally, timely, and politely with clients and visitors
• Rigorously follows HIPAA guidelines
• Meet production standards, deadlines, and quality expectations
• Complete additional duties as assigned by the direct manager or senior management.
  
  

Qualifications Or Competencies

Technical Skills:

• Proficient computer skills, including navigating various software and systems.
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel).
• Experience using CRM (Customer Relationship Management) systems is preferred.
• Ability to navigate phone and email communication platforms effectively.
  
  

Knowledge

• Understanding of the company's services and value proposition.
• Familiarity with the VA claims process (or willingness to learn quickly).
• Knowledge of basic customer service principles and techniques.
• Understanding of data privacy and security regulations, particularly HIPAA guidelines.
  
  

Communication Skills

• Excellent verbal communication skills, including clear and concise articulation.
• Active listening skills to understand client needs and concerns.
• Professional and courteous telephone etiquette.
• Effective written communication skills for emails and CRM notes.
  
  

Interpersonal & Customer Service Skills

• Ability to build rapport and establish positive relationships with clients.
• Customer-centric mindset with a genuine desire to help clients.
• Empathy and the ability to understand and respond to client needs.
• Ability to communicate professionally and politely, even in challenging situations.
  
  

Organizational & Time Management Skills

• Excellent time management/blocking skills to handle multiple tasks and meet deadlines.
• Strong organizational skills to manage client information, documents, and workflows effectively.
• Ability to prioritize tasks and manage workload.
  
  

Analytical & Problem-Solving Skills

• Ability to understand client needs and determine the best course of action.
• Skill in identifying missing information or discrepancies in documentation.
• Ability to resolve or appropriately escalate client issues and concerns.
  
  

Attention To Detail

• Accuracy in compiling and verifying client documentation.
• Meticulous in updating and notating client profiles.
• Careful in performing quality checks and ensuring compliance.
  
  

Results-Oriented

• Ability to meet production standards, deadlines, and quality expectations.
  
  

Compliance & Ethical Conduct

• Commitment to rigorously following HIPAA guidelines and company policies.
  
  

EEO: JoshCo Group LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.