Case Management Specialist

Neighborhood Service Organization•Detroit, MI

3h•Hybrid

About The Position

The Case Management Specialist (CMS) is a non-clinical administrative support position that assists Neighborhood Service Organization (NSO) clients and case managers with coordinating and delivering case management services. The role supports client outreach, data entry, document collection and tracking, referrals, follow-up activities, and other administrative work that contributes to timely, organized, person-centered services, efficient program operations, continuity of care, and client satisfaction. The CMS typically supports 5–7 case managers, though that number may vary with staffing levels and operational needs. The position works Monday through Friday between 8:30 a.m. and 5:00 p.m. It is office-based for the first 90 days. After successful completion of the first six months, it is eligible for a hybrid remote-and-office schedule. The employee may need to visit other clinics and clients or guardians in the community based on business needs. Work takes place in an office and, when approved, at home.

Requirements

High school diploma.
At least one year of experience, or an equivalent combination of education and experience, in clerical, medical, or psychiatric services roles.
Previous experience in a health plan, clinic, or community setting providing clerical assistance in areas such as prior authorization, case management, community psychiatric care, medical services, ambulatory care, hospital clerical work, or medical assisting.
Experience answering high-volume phone lines, triaging calls to appropriate staff or departments, and providing excellent customer service.
Ability to respond to email and phone requests in a timely, professional, and accurate manner.
Excellent typing skills and ability to navigate a Windows-based environment.
Access to secure, high-speed internet and a dedicated workspace for remote or hybrid work, with the ability to protect health information and maintain HIPAA compliance.
Valid Michigan driver’s license or State ID and automotive insurance.
Access to reliable private transportation and ability to visit locations while working for NSO.
Ability to work with an ethnically, linguistically, culturally, economically, and socially diverse population.
Additional training and credentialing may be required.

Nice To Haves

Knowledge of Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
At least one year of recent physical health and/or mental health or behavioral health clinical support experience.
Experience making referrals to and coordinating with community agencies to help remove barriers or other disparities in healthcare.
Understanding of managed care or Medicaid/Medicare.
Strong oral, written, and interpersonal communication, problem-solving, facilitation, and analytical skills.

Responsibilities

Perform eligibility verification.
Verify that cases are assigned to the appropriate Case Manager and that services are delivered within the timeframes set by workflows and policies.
Facilitate and schedule onsite clinic, face-to-face, or telehealth appointments.
Provide non-clinical and daily administrative support to assigned Case Managers.
Answer incoming phone calls and authorization-related or inquiry emails, responding within two business days in accordance with NSO policy.
Make client reminder and follow-up calls on behalf of Case Managers, including calls about scheduled appointments, and document all outreach and incoming calls in the electronic health record (EHR).
Provide information about benefits, network providers, and general program information when requested.
Mail letters, postcards, and educational materials to clients.
When needed, act as a liaison between the assigned area and collaborating clinics, physicians, housing coordinators, community case managers, community services, operations, and other internal departments.
Maintain and update case notes according to workflows and policies.
Run reports from the EHR and dashboards to help Case Managers schedule proactively, collect documents and signatures, and manage caseload activities.
Follow up on cases that need closure, reopening, or creation in the EHR.
When needed, communicate on behalf of the Case Manager or client with clinics, doctors, community agencies, or resources regarding referrals.
Upload documents, faxes, reports, and sensitive protected health information (PHI) to the EHR as necessary.
Manage workgroup voicemail.
Promote internal and external communication to enhance the effectiveness of case management services.
Process member and provider correspondence.
Maintain and update inbound documentation and correspondence received on behalf of clients in the electronic medical record as needed.
Assist with coordination of benefits or clinic follow-up appointments when needed.
Use NSO policies and processes to address matters.
Perform other duties as assigned.