Case Manager

Job Description

Job Title: Case Manager
Department: Operations
Reports To: Lead Manager / Operations Manager
Location: Remote – Jamaica
Employment Type: Full-Time

Job Summary

The Case Manager is responsible for managing client insurance application cases from initiation through completion. This role supports families throughout the full application lifecycle by ensuring accuracy, compliance, and timely submission of all required documentation. The Case Manager serves as the primary point of contact for families, providing guidance, clear
communication, and professional support to drive successful insurance approval outcomes. This role requires strong organization, attention to detail, and excellent phone-based communication
skills in a fast-paced, remote environment.

Work Schedule

Schedule: Monday to Friday, standard business hours – 9:00 AM – 6:00 PM
Time Zone: Must be able to work aligned with U.S. time zones
Daylight Savings: Work hours may adjust during U.S. Daylight Saving Time

Essential Job Functions

(Listed in order of importance with approximate % of time. Total equals 100%.)

1. End-to-End Insurance Case Management – Manage the full insurance application
process, ensuring all required information and documentation are accurate,
complete, and submitted within established timelines - 30%


2. Client Communication & Support – Serve as the primary point of contact for
families via phone and email, providing guidance, answering questions, and
addressing concerns throughout the application process - 25%

3. Documentation Review & Submission – Collect, review, organize, and submit
required insurance documentation. Perform follow-ups with families, insurance
entities, and third parties as needed - 20%

4. Issue Resolution & Case Troubleshooting – Identify, investigate, and resolve
issues or delays that arise during the insurance application process to prevent
disruptions or denials - 15%

5. Case Tracking & Administrative Management – Maintain accurate, organized
case records within internal systems, trackers, and databases while ensuring
confidentiality and compliance - 10%

Required Qualifications (Knowledge, Skills & Experience)

1. Minimum 5 CXCs, including Mathematics and English.
2. Associates or Bachelors degree in Social Work, Healthcare Administration, 3. Psychology, Business, or a related field (preferred).
4. 1 – 3 years of experience in case management, healthcare administration, customer service, or a related role.
5. Prior experience in a Team Lead or Manager role is required.
6. Strong multitasking ability in a fast-paced environment while managing multiple cases simultaneously.
7. Excellent verbal and written communication skills, particularly in phone-based client interactions.
8. High attention to detail with strong documentation and record-keeping abilities.
9. Ability to work independently while collaborating effectively within a team.
10. Strong problem-solving and critical-thinking skills.
11.Comfortable using technology, including CRM systems, case management tools, and productivity platforms.

Preferred Qualifications

1. Familiarity with insurance eligibility requirements and application workflows.
2. Experience working in healthcare, insurance, or social services environments.
3. Proven experience communicating with families or clients in a professional, service oriented capacity.

Work Conditions / Physical Demands / Travel Requirements

This position operates in a fully remote, phone-intensive environment and requires a quiet, professional workspace with reliable high-speed internet. The role involves extended periods of computer and headset use and requires strict adherence to confidentiality, data protection, and company policies.

Important Notes

1. Responsibilities may evolve based on client needs, regulatory requirements, or business growth.
2. Accuracy, professionalism, confidentiality, and timeliness are critical due to the sensitive nature of insurance-related information.
3. Strong follow-through, empathy, and proactive communication are essential for success in this role.

Disclaimer

This job description outlines the general nature and level of work performed and is not an exhaustive list of duties or responsibilities. Duties may be adjusted to meet business needs.

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