Case Management Associate I

Solix•Parsippany, NJ

About The Position

The Case Management Associate I manages and coordinates operations for an assigned case management team, performing grant evaluation and determinations and customer service in accordance with quality and production standards. The role ensures reviews are timely and comply with applicable program rules, regulations, and industry standards, while providing leadership and building a cohesive team. It also maintains professional working relationships with colleagues, other department personnel, and client representatives. The position oversees workflow, assignments, review quality, team progress, and results. It provides guidance on operating procedures and program rules, communicates procedural and program changes, and works with other departments, customers, grantees, and stakeholders to develop processes and resolve or escalate issues. The role develops team members through coaching, mentoring, performance discussions, and training coordination; prepares production and quality reports; recommends process improvements; and may serve as a subject matter expert. It may also provide on-site assistance to applicants, partner vendors, and clients and perform special projects.

Requirements

Bachelor’s degree plus at least 4 to 6 years of related experience; alternatively, 7 years of related experience or an equivalent combination of education and experience.
At least three years of experience in claims, documentation examination, auditing, eligibility review, or a related field.
Ability to supervise, train, coach, develop, mentor, motivate, and manage employee performance.
Ability to learn quickly, adapt, perform varied tasks across multiple programs, and be receptive to suggestions.
Solid leadership and project management skills, including managing a team, delegating, overseeing others’ work, prioritizing, and meeting production and quality standards.
Working knowledge of team development and measurement tools used to track performance.
Ability to foster a team environment based on trust, respect, professionalism, ethics, and valuing diversity and inclusion.
Ability to build relationships internally and externally.
Strong problem-solving, analytical thinking, decision-making, collaboration, written communication, and verbal communication skills.
Strong computer skills, including Microsoft Word, Outlook, and Excel, and the ability to use various software applications.
Strong customer focus and ability to develop and maintain customer rapport.
Ability to understand, analyze, and interpret complex documents, including technology plans, business and technology equipment, income and tax-related documents, insurance documents, and related information.
Solid program operations knowledge.
Ability to work in a fast-paced environment with a focus on productivity and accuracy.
Ability to work outside regular standard work hours.
For work on Schools & Libraries, must be PIA certified or become certified shortly after the assignment begins.

Nice To Haves

Prior experience as a team coach or supervisor is highly desired.

Responsibilities

Manage the workflow of assigned operations, which may include Case Managers and/or supervisors of multiple Case Management teams.
Assign work according to priorities and staffing levels, and adapt plans and priorities to resource or operational issues.
Evaluate review quality to ensure consistency, completeness, and equitable treatment of applications.
Monitor progress and results to ensure team targets and goals are met.
Oversee the case management review process, provide suggestions and guidance, address concerns, and document issues.
Answer questions and resolve issues concerning operating procedures and program rules, and document matters requiring escalation.
Keep team members informed of activities affecting them, including procedural changes, program enhancements, and quality and productivity measures and results.
Work and communicate with other departments and customers to answer questions, develop procedures and processes, escalate and resolve issues, and report progress.
Coach, mentor, motivate, and develop team members; set employee objectives and conduct informal and formal performance discussions.
Coordinate employee development activities and help ensure team members have the skills, knowledge, tools, and training needed for their jobs and future opportunities.
Recommend pay and hiring and firing decisions within the workgroup.
Prepare and analyze team production and quality reports to monitor progress toward goals and communicate results to management.
Research, recommend, and develop process improvements, and work with Quality Control to develop effective procedures.
Serve as a subject matter expert related to one or more processes or procedures, as needed.
Respond to, initiate, and follow up with grantees and other stakeholders regarding escalated issues or important matters.
Provide on-site assistance to applicants, partner vendors, and clients, as required.
Perform special projects as assigned.