Case Manager

Summary:

The Case Manager is responsible for guiding clients through our process and providing ongoing support. This role involves understanding client needs and outlining the appropriate steps and services available to them. The Case Manager will educate clients on relevant processes, answer their questions, and help them navigate the initial stages of their case. They will provide timely and accurate support, including follow-ups and updates through phone and email communication. Additionally, the Case Manager will be responsible for gathering necessary client information and documentation, maintaining accurate records, and ensuring compliance with company policies and procedures. This position requires strong communication, customer service, and organizational skills, along with a commitment to providing a positive client experience and meeting established performance standards.

Key Responsibilities

• Establish and maintain regular communication with assigned clients via phone and email.
• Build rapport and introduce services to clients referred from the Intake team.
• Assess client needs and determine the best course of action based on our services.
• Provide comprehensive education on the VA claims process and set clear expectations.
• Address client questions and concerns with professionalism, empathy, and clarity.
• Overcome objections through persuasive, value-based communication.
• Collect, verify, and document client information and required forms.
• Perform initial quality checks to ensure compliance and completeness.
• Conduct ongoing audits of client profiles to ensure all necessary documentation is obtained.
• Keep accurate records of all interactions and updates in our CRM system.
• Deliver timely updates and proactive follow-ups to maintain transparency throughout the process.
• Manage client records by internal policies and HIPAA regulations.
• Identify and escalate any client issues or delays as needed.
• Consistently meet performance metrics for productivity, quality, and client satisfaction.
• Collaborate with internal teams to ensure a seamless client experience.
• Perform other duties as assigned by management.

Technical & Professional Skills

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Experience using CRM software and communication platforms preferred.
• Ability to quickly learn new systems and workflows.
• Communication & Client Service
• Outstanding verbal and written communication skills.
• Strong interpersonal abilities and a client-centered approach.
• Comfortable managing difficult conversations with professionalism and empathy.

Sales & Persuasion

• Skilled at presenting information clearly and persuasively.
• Able to effectively address objections and articulate the value of services.

Organizational & Analytical Skills

• Strong attention to detail with excellent organizational habits.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Capable of analyzing client needs and proactively resolving issues.

Professionalism & Integrity

• Maintains a confident, ethical, and professional demeanor at all times.
• Committed to following HIPAA and data privacy regulations.
• Adapts well to changes in processes or business priorities.

Education & Experience

• Associate degree or higher preferred.
• Minimum of 1 year of experience in customer service, case management, sales, or a client-facing role.
• Familiarity with the VA claims process is highly desirable (training will be provided if needed).

EEO:

JoshCo Group LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.