Case Manager

HORNE has joined BDO USA•Manila, AR

28d

About The Position

The Case Manager serves as the primary contact for a dedicated population of program applicants who require financial assistance. This role will maintain a complete understanding of all applicable program policies, requirements, and procedures and review all cases within the guidelines established. The Case Manager may assist with or lead day-to-day case management activities, which may include processing, monitoring, tracking, and reporting applications within a functional area with little or no direct supervision. This role may specialize in specific subjects within the functional area. Local travel may be required at times.

Requirements

High School Diploma or GED, required
Two or more years’ experience providing customer service and or clerical work, required
Knowledge of creating tables and graphs in Microsoft Excel, required
Valid driver’s license and good driving record, required
Proficient in the use of Microsoft Word, Excel, Outlook, required
Proficient in the use of the internet, required
Ability to manage effectively with or without subordinates
Knowledge, skills, and abilities necessary to perform the job function with little to no supervision, while remaining acutely aware of timelines, meeting deadlines, and performance measures
Ability to acquire a working knowledge of applicable rules and regulations and the ability to provide technical assistance
Excellent written and verbal communication skills, strong analytical skills, ability to work independently, and effective interpersonal skills
Ability to quickly learn new software applications
Detail-oriented with close attention to program compliance requirements, record keeping guidelines, and file closeout expectations
Strong customer service skills and knowledge of customer service best practices
Ability to maintain the confidentiality of program information

Nice To Haves

Associate degree, preferred
Experience relevant to the functional area and/or experience providing specialized advisory service
Bilingual in English / Spanish preferred

Responsibilities

Provides excellent and consistent customer service and support to applicants, the client, constituents, and program team members
Assists applicants with the completion and submission of their program applications, as needed
Reviews submitted applications for completeness and ensures that the program has received all documentation and information needed to perform an eligibility review
Reviews applicant vulnerability factors and assign appropriate priority status to their application
Conducts an orientation and introductory call to assigned applicants and request any application documentation or information needed to make the application complete
Ensures program applicants are continuously updated regarding the status of their program application
Provides frequent, diligent, and professional communication
Obtains a working knowledge of applicant needs and program eligibility criteria
Understands program requirements and other key objectives
Understands program processes from start to finish and communicates those processes clearly to applicants
Gathers applicant documentation and uploads to program system of record
Records all communications in the program system of record
Other duties as required