Case Manager Service Representative - Remote

Modivcare

1d•Remote

About The Position

This position is responsible for maintaining complete and accurate client account records and supporting case managers, agency representatives, clients, and internal team partners. The role collaborates with case managers and agencies to enroll new members, update member accounts, and address requests from case managers, agencies, and other authorizers. It responds to incoming calls and maintains communication to verify and obtain accurate, up-to-date information. The representative manages tickets and work queues related to referrals, authorizations, service disconnects, holds, transfers, and service jobs. The position processes service transfers and disconnections for billing, updates authorizations accurately and on time, enters new-member referrals on the day they are received, and sends disconnect notifications. It documents communications, addresses record issues, collaborates with internal teams, and protects client data. The employee follows team and organizational procedures and training, works toward productivity and quality goals, and may take on other projects or duties as assigned. The role is primarily seated and involves extensive computer and telephone use. Occasional physical activity includes standing, walking, reaching, bending, and lifting up to 10 pounds. The position offers a starting salary of $17 per hour.

Requirements

High school diploma required.
Zero or more years of experience; equivalent combinations of education and/or experience may be considered.
Basic computer skills and comfort using electronic files and saving documents.
Ability to manage time effectively and complete tasks within specified periods.
Team-oriented mindset and positive, cooperative attitude.
Ability to handle multiple tasks simultaneously.
Entry-level customer service skills and commitment to providing excellent service.
Attention to detail in task execution and communication.

Nice To Haves

Basic familiarity with Microsoft Outlook and Teams.

Responsibilities

Collaborate with case managers and agencies to enroll new members, update member accounts, and address requests from case managers, agencies, and other authorizers.
Respond to incoming phone calls from case managers, agency representatives, and other authorizers.
Maintain communication with agencies, case managers, and authorizers to verify and obtain accurate, updated information.
Manage assigned tickets related to referrals, authorizations, disconnects, holds, transfers, service jobs, and other tasks.
Process work-queue tasks to accurately transfer or disconnect client services for billing purposes.
Update authorizations promptly and accurately for billing, contacting case managers and agencies for new or corrected authorizations as needed.
Enter referrals for new members on the same day they are received.
Notify case managers by mail, email, or fax of potential and completed client-service disconnects.
Document communications with case managers and agency representatives in the document management system.
Address issues identified and other reports related to records.
Communicate with other team members and teams through email, phone calls, and internal system notes and messages.
Use client data only to manage the client's account with VRI and associated claims, in accordance with data-protection requirements.
Follow organization and Case Manager Support team policies, procedures, job aids, reference materials, communications, and training.
Meet individual, team, and department productivity and quality goals.
Participate in other projects or duties as assigned.