Sr. Case Management Coordinator (Hybrid - Pennsylvania)

Essential Duties and Responsibilities:
- Manage all paperwork on elevated cases through the enrollment process, including contact with physicians as needed.
- Support the Research and Support Coordinators with paperwork routing.
- Ensure timely determination of daily assignments of elevated cases.
- Utilize systems such as HCSIS, SAMS and Access databases.
- Report outcomes on an ongoing basis.
- Educate clients via phone and email to support initiatives.
- Record all follow-up on the tracking spreadsheet and the applicant's record in Harmony.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.

- Handles more complex customer service inquiries and problems via telephone, recording consistent problem areas.
- May respond to email inquiries.
- Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated or unresolved calls from less experienced representatives.
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Understands implications of work and makes recommendations for solutions.

- Residency in Pennsylvania.

- Must be willing and able to travel 1 week per month to work in the Harrisburg, PA office.

Preferred Skills and Qualifications

- Experience with grievance & complaint handling.

- Experience in case management.

- Experience in QA/QC, data entry and/or document processing.

- Exceptional communication skills.

- Proficient computer skills.

- Elevated analytical/comprehension skills.

- Strong commitment to customer satisfaction.

- Dedication to continuous learning & growth.

Expect to be learning consistently for the first year.

- Strong sense of adaptability; role is dynamic.

- High attention to detail & process context.

- Commitment to impact & decision-driven thinking.

Home Office Requirements
- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.

- Must currently and permanently reside in the Continental US.

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value ana...