What are the responsibilities and job description for the Operations Case Manager position at Assist America Services Inc?
Description:
- Respond to travel related inquiries in support of Assist America’s services. May include service requests related but not limited to: benefit inquiries, lost luggage, lost documents, repatriation of mortal remains, medical claims processing, etc.;
- Receives non-emergency and emergency requests for Assist America services; obtains relevant information and inputs data; evaluates and prioritizes calls for services; acts as the first point of contact for clients over the phone; escalates as necessary.
- Document all case management-related information using Case Management Software (CMS)
- Performs data entry, maintains files and reference manuals; and performs other clerical duties.
- Provide liaison service to Assist America members, clients, and providers.
- Collaborate effectively with team members within and outside the Operations department to ensure seamless experience for the company’s clients.
- Actively participate in department and interdepartmental meetings and share knowledge and insights to help strengthen the department and organization.
- Research information within in-house database of providers and other useful information to aid both clients and staff.
- Create a team environment by assisting colleagues as needed and participating in various assignments and events geared toward inter and intra-department causes.
- All other duties as assigned.
- College degree preferred
- 2-4 years’ experience in customer service, and/or Assistance industry or an equivalent combination of education and experience; skills, knowledge, and abilities, essential to the successful performance of the duties assigned to this position
- Excellent customer service skills.
- Excellent communication skills required. Candidates must have the ability to speak, listen, and write in a professional manner.
- Command of time management and organizational skills.
- Travel-minded with an understanding of and appreciation for different cultures.
- Foreign language skills preferred - Arabic, Spanish speaking plus
- Familiarity with Microsoft Office or similar suites of products.
- The ability to remain calm during stressful situations and handle multiple tasks at one time.
- The ability to work shift work, holidays, and work mandated overtime when required.
- Candidates must submit to and satisfactorily pass a physical examination which includes drug and alcohol screening.
- Candidates must agree to and satisfactorily pass comprehensive background checks. The background checks will include education verification, past work history reference checks, and a criminal records check.
- Confidentiality statement. All candidates must sign a confidentiality statement relating to the disclosure / safekeeping of sensitive information deemed confidential by Assist America.
- While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand, walk, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include color vision.