Case Manager Service Representative - Remote

This position is responsible for ensuring complete and accurate client account records, providing support to case managers (CMs), representatives from agencies, clients, and internal team partners.

This role…

• Collaborates with various stakeholders, including case managers (CM) and agencies, to facilitate the enrollment of new members and update member accounts, addressing requests from CMs, agencies, and other authorizers.

• Responds to incoming phone calls from CMs, agency representatives, and other authorizers, ensuring effective communication channels.

• Maintains ongoing communication with agencies, CMs, and authorizers to verify and obtain updated and accurate information, as necessary.

• Manages assigned tickets related to referrals, authorizations, disconnects, holds, transfers, service jobs, and other tasks.

• Processes tasks in work queues to facilitate the accurate transfer or disconnection of client services for billing purposes.

• Ensures the timely and accurate updating of authorizations for precise billing, contacting CMs and agencies for new or corrected authorizations when needed.

• Promptly enters referrals for new members on the same day of receipt.

• Sends notifications (via mail, email, or fax) to case managers regarding potential disconnects and completed disconnects of client services.

• Documents all communications with case managers and agency representatives in the document management system.

• Addresses issues identified and other reports related to records.

• Fosters communication with other team members and teams through email, phone calls, and internal system notes and messages.

• Adheres to data protection requirements, utilizing client data solely for managing the client's account with VRI and associated claims.

• Comply with organization and Case Manager Support team policies, procedures, job aids, reference materials, memos, notes, videos, and other provided training.

• Achieves individual, team, and department goals for both productivity and quality.

• Participate in other projects or duties as assigned.

We are interested in speaking to individuals with the following…

• High School Diploma required.

• Zero (0) plus years of experience.

• Or equivalent combination of education and/or experience.

• Basic computer skills with a comfort in utilizing electronic files and saving documents.

• Basic familiarity with Microsoft Outlook and Teams is preferred.

• Demonstrated ability to effectively manage time and complete tasks within specified periods.

• Strong team-oriented mindset coupled with a positive and cooperative attitude.

• Capable of handling multiple tasks simultaneously, displaying adept multitasking abilities.

• Customer service skills at an entry level, demonstrating a commitment to providing excellent service.

• Attention to detail in task execution and communication.