Location: Remote
Employment Type: Full-Time | Independent Contractor
Schedule: Monday–Thursday, 9:00 AM–5:00 PM; Friday, 9:00 AM–12:30 PM
Break: 45-minute unpaid break, Monday–Thursday
Work Setup: Desktop computer with at least one external monitor required
About the Role
We are seeking an organized, detail-oriented, and highly responsive Case Management Support Specialist to provide administrative and case-management support to our Early Intervention team.
In this role, you will help ensure that new cases are opened and maintained accurately, authorizations and required documentation are up to date, outstanding items are followed through to resolution, and coordinators, providers, billing staff, and other stakeholders have the information they need.
The ideal candidate is someone who is highly organized, comfortable managing multiple cases and deadlines, persistent with follow-up, and able to handle confidential information with professionalism and care.
Key Responsibilities
Case Intake & Setup
- Open and set up new cases promptly and accurately in the appropriate case-management systems.
- Review referrals and enter required case information, including demographics, contact information, provider details, service information, and relevant dates.
- Upload, label, organize, and maintain required case documentation.
- Review records for missing, incomplete, outdated, or conflicting information and follow up with the appropriate parties.
- Ensure case information is accurate and complete before services and billing proceed.
Authorization Management
- Review, enter, and update service authorizations, including service type, frequency, duration, units, effective dates, expiration dates, and provider assignments.
- Monitor pending, missing, incorrect, and expiring authorizations.
- Compare authorization information against relevant service plans and provider schedules to identify discrepancies.
- Follow up with coordinators, providers, EI Hub contacts, and internal teams to obtain corrections or updated authorization information.
- Escalate urgent authorization issues that may impact services or delay billing.
Billing Coordination
- Communicate regularly with the Billing Department regarding authorization changes, provider assignments, service dates, documentation status, claim holds, denials, and other billing-related matters.
- Research outstanding billing items and assist with resolving issues within the scope of the role.
- Provide billing staff with accurate case information and supporting documentation.
- Track billing-related follow-ups and ensure resolved items are properly updated.
Provider & Documentation Follow-Up
- Monitor coordinators’ email accounts and follow up with providers regarding missing, late, incomplete, or inaccurate session notes.
- Track outstanding provider documentation and productivity items.
- Follow up on missing or expired prescriptions and scripts with physician offices, providers, families, coordinators, or other appropriate contacts.
- Monitor progress reports and follow up on upcoming, overdue, incomplete, or incorrect reports.
- Maintain accurate tracking logs of all outreach attempts, responses, outstanding items, and resolutions.
- Escalate repeated non-response, unresolved documentation issues, or concerns to the appropriate coordinator or manager.
Case Maintenance & Communication
- Keep case records, tracking logs, status fields, and document folders accurate and up to date.
- Review assigned work queues and outstanding-item reports daily and prioritize tasks based on urgency and deadlines.
- Communicate professionally and promptly with providers, physician offices, coordinators, billing teams, families, and internal staff.
- Provide coordinators and managers with regular updates on outstanding items and case status.
- Identify barriers, service risks, complaints, negative reports, and unresolved discrepancies and escalate appropriately.
- Assist with audits, case reviews, reports, and other administrative tasks as assigned.
- Maintain strict confidentiality and comply with HIPAA and applicable privacy requirements.
Qualifications
- Previous administrative experience in healthcare, home care, therapy, Early Intervention, case management, or a related environment is strongly preferred.
- Experience with authorizations, billing follow-up, clinical documentation, prescriptions, or provider coordination is preferred.
- Strong written and verbal English communication skills.
- Excellent attention to detail, organization, follow-through, and time-management skills.
- Ability to review and compare documents such as service plans, authorizations, prescriptions, session notes, and progress reports for accuracy and completeness.
- Comfortable communicating by email and phone with healthcare providers, physician offices, internal departments, and other stakeholders.
- Proficient with Microsoft Office, email, spreadsheets, shared trackers, and electronic case-management systems.
- Comfortable working with high-volume workloads and managing multiple cases and deadlines simultaneously.
- Ability to work independently during designated U.S. business hours while collaborating effectively with a team.
- Must be comfortable handling confidential information and adhering to HIPAA requirements.
- Strong persistence and professionalism when following up on outstanding items.
What Success Looks Like
Success in this role means cases are opened accurately and promptly, required documentation and authorizations are kept current, outstanding items are consistently followed through to resolution, billing-related updates are communicated without unnecessary delays, and urgent issues are identified and escalated before they cause service interruptions or compliance concerns.
All records and communications should remain accurate, professional, confidential, and audit-ready.
