Case Manager

About the role

The Case Manager provides comprehensive administrative and legal support for assigned cases, ensuring smooth progression until they are transferred to an attorney. This role involves proactive case tracking, client communication, and coordination with legal and external stakeholders to achieve favorable outcomes.

Key responsibilities

• Manage and monitor multiple time‑sensitive cases simultaneously.
• Maintain up‑to‑date knowledge of each case’s status, pending requirements, and next steps.
• Communicate proactively with clients via phone and written correspondence, guiding them on documentation, legal processes, and deadlines.
• Conduct regular follow‑ups to gather information, validate status, and provide case updates.
• Document client information and case activities accurately in the designated case management system.
• Securely store and categorize supporting documents within each client profile.
• Prepare and submit appeals within established timelines.
• Collaborate with case managers on claim reviews, denials, appeals, and withdrawals, ensuring completeness and accuracy of documentation.
• Escalate missed deadlines, overdue tasks, and inconsistencies to the Supervisor and US Manager.
• Maintain a structured daily task list, prioritising activities based on urgency.
• Respond to client inquiries—calls, emails, voicemails—within defined service‑level response times.

Required profile

• Strong verbal and written communication skills.
• Minimum 1–2 years of customer‑service experience in a BPO environment.

Required skills