Case Manager I

Cystic Fibrosis Foundation•Remote - Maryland, MD

1d•$55,000 - $69,100•Hybrid

About The Position

CF Foundation Compass is a personalized, telephonic service that helps people with cystic fibrosis navigate insurance, financial, legal, disability, and other issues. The Compass Case Manager assists people with CF, their caregivers, and providers by assessing needs, identifying barriers, and helping them overcome challenges and locate resources. This is a highly phone-intensive role, with most of the workday spent engaging directly with individuals by phone. The role requires managing a consistently high volume of inbound and outbound calls, active listening during sustained phone engagement, and timely documentation during or between calls. The Foundation’s national office is in Bethesda, Maryland. A hybrid schedule is available to candidates in Maryland, Virginia, or Washington, DC; candidates elsewhere in the United States are eligible for fully remote work. The position reports to the Sr. Compass Manager and Operations Lead and has no direct reports. The salary range is $55,000 to $69,100, varying by geographic location and experience.

Requirements

At least two years of experience in a customer service environment.
Clear and effective communication skills, attention to detail, and exceptional customer service in communications and documentation.
Problem-solving, organizational, critical thinking, multitasking, and time-management skills needed to identify barriers, assess problems, and find effective solutions.

Nice To Haves

Bachelor’s degree preferred.
Experience in the health and human services field preferred.
Experience working in a customer relationship management system or database strongly preferred.
Intermediate proficiency in Microsoft Office products preferred.
Basic understanding of health insurance terminology, insurance practices, and disability services preferred.
Knowledge of financial assistance programs, including pharmaceutical copay assistance, nonprofit assistance, and local or state resource programs, preferred.

Responsibilities

Follow department standard operating procedures and internal policies; respond to incoming calls, emails, and other communications with Compass.
Collect pertinent information to identify and assess customers’ needs.
Research and vet local, state, and national programs and refer customers to appropriate resources.
Provide information and resource referrals during initial intake, following the standardized first-call resolution process; provide case management for straightforward insurance comparisons and other appropriate cases.
Refer complex insurance and other issues to CMII and CMIII for additional support when first-call resolution is not possible.
Coordinate with the Manager and HSIN to identify and vet new community resources.
Identify enhancements to the Knowledge Base and related materials to support improved case management.
Enter and maintain thorough, timely, and accurate case documentation in database software.
Maintain confidentiality of patient health information.
Perform other duties as assigned.