Remote Case Manager Service Representative

• 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