Case Management Support

Job Summary:
Responds to telephone inquiries from clients, employers and their representatives in the absence of the Case Managers.  Completes recovery and return to work plan on initial referrals.

Duties & Responsibilities:

1.Maintains Case Managers work queues by attending to new mail and makes decisions which are secondary to and supportive of planning and decision making done by the Case Manager who is the primary decision maker and responds to activities. Diarizes the claims for future activities.
2.Responds to telephone inquiries from clients, employers and their representatives in the absence of the Case Manager, Long Term Case Manager or Voc Rehab Specialist.
3.Prepares summary of other claims paid to the same client, including area of injury, date of injury, benefits paid, duration of claim, and so on for the Case Manager.
4.Requests all necessary information from treating practitioners, treatment facilities, injured workers and employers. This information is requested by phone, fax and written correspondence.
5.Arrange referrals to Health Care Services for expedited services and diagnostics, as well as assessments.
6.Arranges and confirms client appointments. May include setting up travel expenses.
7.Ensure all the claims assigned to the team are within their jurisdiction. Also, reassigns claims within the team to ensure all the claims are assigned to the proper Case Manager and the caseloads are balanced.
8.Documents information received over the phone and where necessary brings this information to the attention of the appropriate team Member.

Qualifications:

Degree or Diploma (two years related post-secondary education) in business, health care, education, social sciences or disability management.

One year experience providing direct client service and applying acts/regulations or policies.