Job Title: Case Manager

Job Location: Remote

Eligibility/Clearance: Must be authorized to work in the US



Job Description:



The Case Worker/Quality Analyst (CW/QA) is a role within the operation

who receives and reviews applications for childcare benefits from

residents of the State, conducts data entry on the submitted

information, and assesses the applicant’s conformance to State policy.

The CW/QA will use policy documents to request additional information

from applicants as needed and verify the application is complete before

rendering an eligibility decision using the provided system. The

efficient utilization of various software applications is an essential

part of this role, including internal and external websites, telephone

systems, Document Management application, Case Management application

and other resources. All transactions must be conducted accurately,

courteously, and in a timely manner.



Required Skills:



- One-year document processing or benefits determination experience

required



- Experience with State Health and Human Services program is preferred



- Knowledge of or experience with accessing multiple database production

systems simultaneously



Responsibilities:



- Perform data entry into the system on applications received via mail,

fax, or electronically



- Review, eligibility, and payment transactions to verify standards are

met using established quality assurance forms



- Perform research within other systems to process or audit a case, such

as identifying a person’s case status and any missing information

associated with their case



- Make outbound calls to the customers as necessary based on business

needs



- Document interactions and processing notes in document management and

case management applications



- Maintain a high degree of quality with each customer transaction as

measured by quality review audits.



- Follow-up established escalation process for customer inquiries

requiring more investigation and/or a higher level of support



- Use frequently asked questions (FAQs) and help look up and provide

information to inquiries



- Utilize departmental knowledge repositories and training materials to

process cases



- Maintain up-to-date knowledge of policies and procedures as applicable



- Adhere to published schedule according to attendance guidelines

 

Arena Technical Resources, LLC, (ATR) is an Equal Opportunity

Employer (EOE) who will provide equal employment opportunity

to employees and applicants for employment without regard to  

race, ethnicity, religion, color, sex, pregnancy, national origin, age,

veteran status, ancestry, sexual orientation, gender identity or

expression, marital status, family structure, genetic information,

or mental or physical disability.