Case Management Associate I

Solix Inc•Parsippany, NJ

12h

About The Position

The Case Management Associate manages and coordinates operations for an assigned case management team, which may include Case Managers and/or supervisors of multiple teams. The role oversees grant evaluation and determination, customer service, and the case management review process to ensure work is completed promptly and meets applicable program rules, regulations, quality standards, and production goals. The Associate provides team leadership, guidance, coaching, and performance management while maintaining professional relationships with colleagues, other departments, clients, grantees, and stakeholders. The position monitors workflow, quality, production, and progress toward team targets; addresses operational and procedural questions; communicates changes and results; and develops reports and process improvements. It may serve as a subject matter expert, coordinate with Quality Control, respond to escalated stakeholder matters, provide on-site assistance to applicants, partner vendors, and clients, and complete special projects. The role may require work outside regular standard work hours. For Schools & Libraries assignments, the employee must be PIA certified or become certified shortly after the assignment begins.

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 and willingness to learn and perform varied tasks across multiple programs, adapt, and be open to suggestions.
Solid leadership skills.
Project management skills, including managing a team, delegating work, 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, and decision-making skills.
Good collaboration skills.
Strong written 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 documents, and insurance documents.
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 Schools & Libraries assignments, PIA certification is required or must be obtained shortly after the assignment starts.

Nice To Haves

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

Responsibilities

Manage workflow and assignments for the assigned operation according to priorities and staffing levels, adapting plans to resource and operational issues.
Evaluate review quality for consistency, completeness, and equitable treatment, and monitor progress to ensure team targets and goals are met.
Oversee the case management review process by providing guidance and feedback, addressing concerns, answering questions about procedures and program rules, and documenting issues for escalation.
Keep the team informed about procedural changes, program enhancements, and quality and productivity measures and results.
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 objectives; conduct performance discussions; coordinate development activities; and ensure access to necessary tools and training.
Recommend pay and hiring and firing decisions within the workgroup.
Prepare and analyze team production and quality reports to monitor progress and communicate results to management.
Research, recommend, and develop process improvements; serve as a subject matter expert when needed; and work with Quality Control to develop effective procedures.
Respond to, initiate, and follow up with grantees and other stakeholders regarding escalated issues or other important matters.
Provide on-site assistance to applicants, partner vendors, and clients as required.
Perform special projects as assigned.