Customer Support Case Manager

1 week ago

Quezon City, National Capital Region, Philippines IFIVE INC. Full time

Highlights

  • Competitive compensation and benefits packages
  • Continuous professional development and learning opportunities
  • Regular engagement activities and events

CASE MANAGER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent

ROLE OVERVIEW

We are looking for a detail-oriented and proactive Case Manager to be a key part of our team. This role is responsible for providing comprehensive administrative legal support for Social Security Disability (SSD/SSDI) claims, managing cases from intake through to the appeals process. You will play a critical role in ensuring positive outcomes by actively monitoring progress, collaborating with clients, attorneys, and external parties, and ensuring timely completion of all required actions.

MAIN RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

  • Manage all aspects of Social Security Disability (SSD/SSDI) claims within the firms cloud-based case management software, including data entry, document uploads, calendaring, and task tracking.
  • Conduct intake and onboarding calls with new clients to explain the process and gather key medical, employment, and personal information.
  • Collect, request, and track medical records, treatment histories, and other documentation required by the Social Security Administration (SSA).
  • Maintain consistent and empathetic communication with clients to provide updates, answer questions, and guide them through the claims and appeals processes.
  • Draft and submit Social Security applications, appeals, and other related forms on behalf of clients.
  • Prepare detailed case summaries and documentation to support initial claims and appeals.
  • Monitor SSA deadlines strictly to ensure timely submission of all documents and avoid delays or denials.
  • Communicate with healthcare providers, government agencies, and third-party representatives to obtain necessary documentation.
  • Collaborate with attorneys as needed during the appeals or hearing stages.
  • Stay current on SSA procedures, disability eligibility requirements, and regulatory changes.
  • Ensure full compliance with SSA regulations, HIPAA, and internal privacy and data handling policies.
  • Consistently manage an assigned caseload with accuracy and efficiency.
  • Other duties as assigned.

REQUIREMENTS

  • Minimum of 1-2 years of relevant experience in customer service, case coordination, or a similar administrative role, preferably within a BPO or legal services environment.
  • Knowledge of or a strong willingness to learn Social Security Administration (SSA) processes and disability claims is highly preferred.
  • Strong verbal and written communication skills, with an empathetic and professional client-facing manner.
  • Excellent organizational skills, ability to manage multiple priorities independently, and meticulous attention to detail.
  • Familiarity with case management tools is preferred; tech-savviness and the ability to learn new software quickly are required.
  • Must be willing and able to work a night shift schedule.
  • This role is required to work on-site at our office: 8th Floor Zeta Tower, Bridgetowne, C-5 Quezon City.

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