Sr. Case Management Coordinator (Hybrid - Pennsylvania)

Maximus

5d•$18 - $19•Hybrid

About The Position

Maximus is currently hiring for Sr. Case Management Coordinator to support the Pennsylvania Independent Enrollment Broker (PA IEB) program. This role is a hybrid remote opportunity requiring travel to our office in Harrisburg, PA one week per month and as needed. As a Sr. Case Management Coordinator, you play a critical role in helping individuals access important Home and Community Based Services. In this fast-paced, collaborative environment, you'll manage complex and escalated cases, conduct detailed research across multiple systems, and work closely with state agencies, partner organizations, and internal teams to ensure applications and service requests move efficiently toward resolution. Each day, you'll investigate unique situations, communicate with applicants and stakeholders through phone, email, mail, and in-person interactions, and identify solutions that improve both the customer experience and operational effectiveness. You'll also support high-volume workloads, help maintain service level commitments, and contribute to training and process improvement initiatives that drive program success. If you are a detail-oriented professional who enjoys problem-solving, collaboration, and making a meaningful impact in the communities we serve, this may be the perfect opportunity for you.

Requirements

High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.
Handles more complex customer service inquiries and problems via telephone, recording consistent problem areas.
May respond to email inquiries.
Customer service is the primary function.
Calls are non-routine and require deviation from standard screens, scripts, and procedures.
Handles situations which may require adaptation of response or extensive research according to customer response.
Uses computerized system for tracking, information gathering, and/or troubleshooting.
May handle escalated or unresolved calls from less experienced representatives.
Works on assignments that are moderately difficult, requiring judgement in resolving issues.
Understands implications of work and makes recommendations for solutions.
Residency in Pennsylvania.
Must be willing and able to travel 1 week per month to work in the Harrisburg, PA office.
Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).
Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
Must currently and permanently reside in the Continental US.

Nice To Haves

Experience with grievance & complaint handling.
Experience in case management.
Experience in QA/QC, data entry and/or document processing.
Exceptional communication skills.
Proficient computer skills.
Elevated analytical/comprehension skills.
Strong commitment to customer satisfaction.
Dedication to continuous learning & growth. Expect to be learning consistently for the first year.
Strong sense of adaptability; role is dynamic.
High attention to detail & process context.
Commitment to impact & decision-driven thinking.

Responsibilities

Manage all paperwork on elevated cases through the enrollment process, including contact with physicians as needed.
Support the Research and Support Coordinators with paperwork routing.
Ensure timely determination of daily assignments of elevated cases.
Utilize systems such as HCSIS, SAMS and Access databases.
Report outcomes on an ongoing basis.
Educate clients via phone and email to support initiatives.
Record all follow-up on the tracking spreadsheet and the applicant’s record in Harmony.

Benefits

Flexibility tailored to your needs!
Bonuses based on performance included!
Comprehensive Insurance Coverage – Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
Paid Time Off Package – Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
Holistic Wellness Support – Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
Recognition Platform – Acknowledge and appreciate outstanding employee contributions.
Tuition Reimbursement – Invest in your ongoing education and development.
Employee Perks and Discounts – Additional benefits and discounts exclusively for employees.
Maximus Wellness Program and Resources – Access a range of wellness programs and resources tailored to your needs.
Professional Development Opportunities: Participate in training programs, workshops, and conferences.