[Hiring] Case Management Support Specialist @SnappyCX

Role Description

We are seeking an organized, detail-oriented, and highly responsive Case Management Support Specialist to provide administrative and case-management support to our Early Intervention team. In this role, you will help ensure that:

• New cases are opened and maintained accurately.
• Authorizations and required documentation are up to date.
• Outstanding items are followed through to resolution.
• Coordinators, providers, billing staff, and other stakeholders have the information they need.

The ideal candidate is someone who is highly organized, comfortable managing multiple cases and deadlines, persistent with follow-up, and able to handle confidential information with professionalism and care.

Key Responsibilities

• Case Intake & Setup
  • Open and set up new cases promptly and accurately in the appropriate case-management systems.
  • Review referrals and enter required case information, including demographics, contact information, provider details, service information, and relevant dates.
  • Upload, label, organize, and maintain required case documentation.
  • Review records for missing, incomplete, outdated, or conflicting information and follow up with the appropriate parties.
  • Ensure case information is accurate and complete before services and billing proceed.
• Authorization Management
  • Review, enter, and update service authorizations, including service type, frequency, duration, units, effective dates, expiration dates, and provider assignments.
  • Monitor pending, missing, incorrect, and expiring authorizations.
  • Compare authorization information against relevant service plans and provider schedules to identify discrepancies.
  • Follow up with coordinators, providers, EI Hub contacts, and internal teams to obtain corrections or updated authorization information.
  • Escalate urgent authorization issues that may impact services or delay billing.
• Billing Coordination
  • Communicate regularly with the Billing Department regarding authorization changes, provider assignments, service dates, documentation status, claim holds, denials, and other billing-related matters.
  • Research outstanding billing items and assist with resolving issues within the scope of the role.
  • Provide billing staff with accurate case information and supporting documentation.
  • Track billing-related follow-ups and ensure resolved items are properly updated.
• Provider & Documentation Follow-Up
  • Monitor coordinators' email accounts and follow up with providers regarding missing, late, incomplete, or inaccurate session notes.
  • Track outstanding provider documentation and productivity items.
  • Follow up on missing or expired prescriptions and scripts with physician offices, providers, families, coordinators, or other appropriate contacts.
  • Monitor progress reports and follow up on upcoming, overdue, incomplete, or incorrect reports.
  • Maintain accurate tracking logs of all outreach attempts, responses, outstanding items, and resolutions.
  • Escalate repeated non-response, unresolved documentation issues, or concerns to the appropriate coordinator or manager.
• Case Maintenance & Communication
  • Keep case records, tracking logs, status fields, and document folders accurate and up to date.
  • Review assigned work queues and outstanding-item reports daily and prioritize tasks based on urgency and deadlines.
  • Communicate professionally and promptly with providers, physician offices, coordinators, billing teams, families, and internal staff.
  • Provide coordinators and managers with regular updates on outstanding items and case status.
  • Identify barriers, service risks, complaints, negative reports, and unresolved discrepancies and escalate appropriately.
  • Assist with audits, case reviews, reports, and other administrative tasks as assigned.
  • Maintain strict confidentiality and comply with HIPAA and applicable privacy requirements.

Qualifications

• Previous administrative experience in healthcare, home care, therapy, Early Intervention, case management, or a related environment is strongly preferred.
• Experience with authorizations, billing follow-up, clinical documentation, prescriptions, or provider coordination is preferred.
• Strong written and verbal English communication skills.
• Excellent attention to detail, organization, follow-through, and time-management skills.
• Ability to review and compare documents such as service plans, authorizations, prescriptions, session notes, and progress reports for accuracy and completeness.
• Comfortable communicating by email and phone with healthcare providers, physician offices, internal departments, and other stakeholders.
• Proficient with Microsoft Office, email, spreadsheets, shared trackers, and electronic case-management systems.
• Comfortable working with high-volume workloads and managing multiple cases and deadlines simultaneously.
• Ability to work independently during designated U.S. business hours while collaborating effectively with a team.
• Must be comfortable handling confidential information and adhering to HIPAA requirements.
• Strong persistence and professionalism when following up on outstanding items.

What Success Looks Like

Success in this role means:

• Cases are opened accurately and promptly.
• Required documentation and authorizations are kept current.
• Outstanding items are consistently followed through to resolution.
• Billing-related updates are communicated without unnecessary delays.
• Urgent issues are identified and escalated before they cause service interruptions or compliance concerns.
• All records and communications remain accurate, professional, confidential, and audit-ready.