Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!
As a Case Manager Services Representatives (CMSR), you will be responsible for working with case managers (CMs), representatives from agencies, clients, and internal team partners. A CMSR is responsible for maintaining complete and accurate client account records and for providing support to CMs. Work comes in the form of, but is not limited to, phone calls, helpdesk tickets in H2H, Rivet tasks like member referrals, and account authorizations, transfers, holds, and disconnects. A significant part of supporting Case Managers is to complete client records after receiving referrals by onboarding new clients as the first point of contact and the first voice of VRI for new clients and care givers.
Role Responsibilities
- Work with case managers (CM) and agencies to enroll new members, update member accounts, and other requests initiated by the CM, agency, other authorizers, and additional sources as identified
- Answer incoming phone calls from a CM, agency representatives, or any other authorizer
- Communicate with agencies, CMs, and authorizers to ensure VRI is receiving updated and accurate information when needed
- Work assigned H2H tickets that may include referrals, authorizations, disconnects, holds, transfers, service jobs, and other tasks
- Process tasks in Rivet work queues to ensure client services are transferred or disconnected as appropriate for accurate billing
- Update authorizations to ensure accurate billing
- Contact CMs and agencies to obtain new or corrected authorizations
- Enter referrals for new members accurately the same day they are received
- Mail, email, and fax notifications to case managers for potential disconnect and completed disconnect of client services
- Save all notifications to and from case managers and agency representatives in the document management system, Intact
- Act on Domo and other reports identifying issues in records
- Communicate with other VRI employees and teams by email, phone, and internal system notes and messages
- Perform outbound calls to new clients to welcome them to VRI, collect required information and advance their progress to activation
- Manage outbound and inbound phone calls to clients, care givers and case management support staff to explain services and establish client relationships
- Record details of calls and messages in software applications
- Accurately enter client data for new members
- Interact with external and internal parties in a professional, helpful and courteous manner.
- Answer routine inquiries and refer calls not requiring dispatches to appropriate departments and agencies.
- Meet individual, team and department goals for productivity and quality
- Comply with requirements to protect client data, use client data only for the purpose of managing the client’s account with VRI and associated claims
- Comply with VRI and Case Manager Support team policies, procedures, job aids, reference materials, memos, notes, videos, and other training that is provided
- Other duties as assigned
Qualifications + Required Skills
- Requires high school diploma or GED
- Comfort with using computers and saving electronic files
- Experience using Microsoft Outlook and Teams preferred
- Ability to work flexible hours and overtime when needed
- Able to manage time to complete tasks within the expected timeframe
- Team player with a positive attitude
- Ability to multi-task
- Excellent customer service skills
- Attention to detail
- Bi-lingual Spanish (preferred)
Pay: $17.00-$19.00 an hour
Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.
We value our team members and realize the importance of benefits for you and your family.
Modivcare offers a comprehensive benefits package to include the following:
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post --Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
Modivcare is an Equal Opportunity Employer.
