About the Role
The Case Manager I is responsible for managing client cases from initiation through resolution, ensuring adherence to procedures, timely follow-ups, and clear communication with internal teams and clients.
Responsibilities
- Monitor case intake and assign appropriate tracking identifiers
- Coordinate with internal departments to gather required documentation
- Update case files with progress notes and status changes
- Respond to client inquiries within established service timelines
- Identify and escalate complex cases to senior staff
- Ensure compliance with data privacy and handling protocols
- Maintain accurate records in the case management system
- Track deadlines and schedule follow-up actions
- Facilitate communication between clients and technical teams
- Prepare status reports for supervisory review
- Verify completeness of submitted client information
- Support onboarding of new cases with initial assessments
- Collaborate with quality assurance to resolve discrepancies
- Participate in process improvement initiatives
- Attend team meetings to discuss case trends and challenges
- Follow standardized procedures for case closure
- Assist in training new team members as needed
- Maintain confidentiality of sensitive client data
- Adapt to changing priorities during peak volumes
- Utilize case management software efficiently
- Document exceptions and resolution pathways
- Contribute to client satisfaction through consistent service
- Monitor performance metrics and adjust workflows accordingly
- Support audits by providing accurate case documentation
- Stay current with policy updates affecting case handling
Compensation
Competitive hourly rate based on experience
Work Arrangement
Hybrid work model with office and remote options
Team
Part of the customer operations team supporting service excellence
What We Value
- Integrity in every client interaction
- Ownership of case outcomes
- Continuous learning and skill development
- Respectful collaboration across teams
- Commitment to service quality
Growth Opportunities
- Pathways to senior case management roles
- Access to internal training programs
- Mentorship from experienced team leaders
- Opportunities to lead process improvements
Not available for this position
