Case Manager

Position Summary

The Case Manager is responsible for delivering comprehensive administrative and legal support for assigned cases until they are formally transitioned to an attorney. This role is essential to ensuring favorable case outcomes through proactive case tracking, consistent client engagement, coordination with attorneys and external stakeholders, and timely execution of all required actions throughout each stage of the process.

Roles and Responsibilities

Include but are not limited to the following:

• Efficiently manage and monitor multiple time-sensitive cases simultaneously.

• Maintain a thorough understanding of each case, including current status, pending requirements, and next steps.

• Establish and maintain proactive communication with clients via phone and written correspondence, offering guidance on required documentation, legal processes, and deadlines.

• Conduct regular follow-ups with clients to gather information, validate status, and provide case updates.

• Accurately document client information and all case-related activities in the designated case management system.

• Ensure all supporting documents are securely stored and properly categorized within each client profile.

• Prepare and submit appeals within established timelines.

• Collaborate closely with case managers on claim reviews, denials, appeals, and withdrawals, ensuring all documentation is complete and accurate.

• Escalate missed deadlines, overdue tasks, and process inconsistencies to the Supervisor and US Manager when required.

• Maintain a structured daily task list, prioritizing activities based on urgency and deadlines.

• Respond to client inquiries—calls, emails, and voicemails—within established service-level response times.

• Perform other related duties as assigned.

Qualifications

Should include the following but may not be limited to:

• Strong verbal and written communication skills.

• Minimum of 1–2 years of customer service experience within the BPO industry.