Case Manager - Nutrition, Dietitian - REMOTE (CST or EST)

About the position The Case Manager is a professional external-facing role, which is responsible for oversight of cases throughout the authorization/approval journey for patients and their providers. This role relies on critical thinking skills to drive cases through complex authorization and appeal processes, with the primary focus of expediting patients’ access to care while securing payment channels to avoid unexpected out of pocket cost. This may involve interacting with private commercial or government-run insurers, healthcare providers, suppliers/distributors, and patients to ensure access across the care continuum. Must be available to work normal business hours (8A-5P) in either Central or Eastern Time Zones.

Responsibilities

• Act as a single point of contact between the internal team, client, provider, payor, facility, and patient as needed.
• Support cases through approval/denial process with a sense of urgency while maintaining accuracy.
• Provide direction to the aligned Payor Specialist Team and coordinate efforts to ensure accuracy and completeness of each case.
• Identify and share trends impacting business processes with management.
• Prioritize and act on key client activities and follow up with customers to ensure problems are solved.
• Manage through ambiguity while designing innovative client and payor solutions.
• Make sound independent decisions in urgent and non- routine situations pertaining to client and patient scenarios.
• Interpret complex clinical documentation to prepare authorization documentation for payor submission in relation to medical policy criteria for coverage.
• Partner with the interdisciplinary team to champion their clients, patients and customers and is responsible for the life cycle of their case to ensure successful completion.
• Provide resources to patients, caregivers, health care providers and clients with resources available for financial assistance and transportation.
• Provide compassionate and empathetic support to patients and care givers with life-threatening diagnoses.
• Coordinate with various service providers and healthcare professionals to ensure patients receive the appropriate support before and after surgery.

Requirements

• Maintains open, effective dialogue with effective communication and is both clear and thorough in reports, documentation, and other written communications.
• High level of ability to coordinate multiple priorities and activities to accomplish goals.
• Ability to independently manage case load, prioritize work, and use time management skills to manage deliverables.
• Critical thinking and strong problem solving
• Suggests creative ideas and innovative solutions while exploring multiple alternatives and approaches to overcome obstacles and find solutions.
• Excellent follow-through with solid levels of determination and tenacity.
• Remains calm and productive during transitions or changing circumstances.
• Demonstrates composure and professionalism under difficult circumstances.
• Ability to communicate effectively both orally and in writing with a focus on customer satisfaction, with empathy, drive, and commitment to exceptional service.
• Possess a strong understanding of the US Healthcare System, public and private payer nuances, and patient access challenges for new to market, high dollar or highly complex medical interventions, products, therapies.
• Ability to leverage professional expertise and apply company policies and procedures to resolve challenges.
• Ability to develop, maintain and navigate relationships.
• Ability to interpret and understand medical documentation as it relates to each specific case and how it applies to a specific medical policy.
• Ability to be agile and adaptable in responses to rapidly changing processes and consumer needs.
• College Degree preferred (bachelor’s or associate degree)
• 4 – 6 years of experience in a healthcare setting and/or medical insurance background with a customer service focus.
• Nutrition background with Case Management experience strongly preferred.

Nice-to-haves

• Experience as Clinical Dietitian a plus.
• Experience with prior authorizations and appeals submissions desired.
• Knowledge of reimbursement processes a plus.
• Experience with maintaining detailed records of client interactions, services provided, and progress made.
• Experience in developing and/or implementing new technologies a plus.
• Experience with complex medical products and associated insurance processes a plus.

Benefits

• robust medical, dental, and vision plans
• life insurance and disability coverage
• tax-advantaged savings accounts
• Employee Assistance Program
• home office benefits
• Employee Ownership Program
• paid time off
• holidays
• bereavement leave
• 401(k)-retirement plan with employer matching
• performance-based bonus opportunity

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