Case Manager Location: Remote Job ID: ATR 17437 Job Description Job Title: Case Manager Job Location: Remote Eligibility/Clearance: Must be authorized to work in the US 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 Expected Deliverable(s): 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. 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. 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