Case Manager - National Program

Delta Group•Buford, GA

4d•Hybrid

About The Position

The Case Manager serves as a central point of communication between clients and internal teams supporting surveillance investigations. The role manages surveillance files from assignment through completion and closure, reviewing case information and client objectives, assessing investigative needs, planning and monitoring case activity, and keeping clients informed. The Case Manager reviews investigator reports and video, tracks timelines and budgets, maintains case records, and collaborates with Regional Field Supervisors and other teams to support effective investigative assignments. The role requires sound judgment within established procedures, appropriate escalation of issues, and attention to client objectives and efficient case progression. The position typically operates in a hybrid or work-from-home environment. The regular schedule is Monday through Friday, typically 9:00 a.m. to 6:00 p.m. EST, though hours may vary with location, departmental requirements, client needs, and business needs. Occasional extended hours or weekend availability may be required. Compensation is $40,000–$65,000 per year. The position may be eligible for a discretionary bonus, which is not guaranteed. Delta Group offers medical, dental, and vision insurance; disability and life insurance options; a 401(k) plan; paid time off and holidays; sick and bereavement leave; paid parental leave; and professional development and training opportunities.

Requirements

High school diploma or equivalent.
Strong organizational and time-management skills, including the ability to prioritize, multitask, manage competing deadlines, and work effectively in a fast-paced environment.
Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and efficiently.
Demonstrated flexibility, initiative, sound judgment, and accountability.
Proficiency with computers, email, file management, Microsoft 365 products, case management systems, client portals, and other web-based platforms.
Ability to learn and effectively use systems, processes, and technology required for the position.
Ability to analyze information and make appropriate case-management decisions within established procedures and scope of authority.
Ability to handle sensitive and confidential information professionally, discreetly, and carefully.
Strong customer service and interpersonal skills.
Ability to work independently and collaborate effectively with clients, Regional Field Supervisors, investigators, Case Management, and other internal teams.
Ability to sit and work at a computer for extended periods and use hands and fingers for typing, data entry, and routine computer operation.
Ability to use a computer, telephone, and other electronic devices throughout the workday, and to read, review, and process information displayed on computer screens for extended periods.
Ability to maintain focus, concentration, and attention to detail while managing multiple cases and competing priorities.
Ability to communicate effectively and participate in virtual meetings, telephone calls, and other electronic communications.
Ability to work effectively in a remote or hybrid environment with minimal direct supervision.
Ability to occasionally stand, walk, bend, or reach to retrieve files or office materials and lift or carry light office materials, typically up to 10–15 pounds.
Reliable availability and responsiveness during scheduled working hours; flexibility to adjust schedules as reasonably necessary to meet business and client needs.

Nice To Haves

Experience in surveillance, investigations, case management, claims operations, insurance, or a related field.
Experience or exposure to fraud investigations, surveillance operations, claims processes, or investigative services.
Experience managing multiple cases, assignments, deadlines, or client relationships.
Experience working with case management, claims, customer relationship management, or other workflow-based systems.
Post-secondary education, professional certifications, or relevant training in investigations, claims, business, or a related field.

Responsibilities

Manage assigned surveillance files from initial assignment through completion and closure.
Review assignment information, case history, client objectives, and available information to assess investigative needs and develop plans of action.
Determine appropriate investigative activities and enter case requests, activities, deadlines, and other applicable information into the case management system.
Monitor case progress, investigative results, timelines, budgets, and outstanding requirements, adjusting case plans as appropriate.
Request additional information or documentation needed to support investigative objectives.
Conduct and use internet, database, and social media research to inform investigative planning and case strategy.
Review daily case inventory and use operational and case data to monitor workload, prioritize cases, and ensure activities are completed within established timeframes.
Build professional relationships with clients, Regional Field Supervisors, investigators, and internal teams.
Monitor and respond to internal and external communications professionally and promptly, following established protocols.
Prepare client updates based on investigator reports, video, case activity, and other relevant information, and provide recommendations when appropriate.
Clarify client objectives, requests, and questions and ensure relevant information is documented and communicated through established processes.
Collaborate with Regional Field Supervisors and internal teams to support investigative assignments.
Identify and escalate investigative concerns, operational issues, client requests, budget concerns, and matters outside the position’s scope to the appropriate resource.
Review investigator reports, video, file information, billing, and other work product for accuracy, completeness, consistency, and compliance with client and departmental requirements.
Identify missing, inconsistent, or incomplete information and coordinate follow-up or correction.
Maintain organized case documentation, including activity, communications, decisions, deadlines, billing, and investigative results.
Use case management systems, client portals, and other required technology to maintain case information, enter data, document communications, manage deadlines, and prepare final work products.
Follow procedures for document handling, file management, information security, confidentiality, and records maintenance.
Collaborate with other departments and assist teammates with case management processes and assignments as needed.
Assist with onboarding and training teammates on case management processes, systems, procedures, and client-specific requirements as assigned.
Attend scheduled meetings and training sessions, adapt priorities to changing needs, and support other departmental initiatives and business needs as assigned.

Benefits

Medical, dental, and vision insurance.
Short-term and long-term disability coverage.
Whole life and term life insurance options.
Accident and hospital indemnity insurance.
401(k) retirement plan, with eligibility beginning after 90 days of employment.
Paid time off based on tenure.
Seven paid holidays.
Sick leave and bereavement leave.
Paid parental leave.
Professional development and training opportunities.
May be eligible for a discretionary bonus based on individual performance, team contributions, and overall company results; bonus eligibility, timing, and amounts are determined at the company’s discretion and are not guaranteed.