Client Services Case Manager

The Medicare Rights Center (www.medicarerights.org) is a national, nonprofit consumer service organization that works to ensure access to affordable health care for older adults and people with disabilities through counseling and advocacy, educational programs, and public policy initiatives. Medicare Rights’ unique blend of service, education, and advocacy ensures that real consumer experiences reach the highest levels of policymaking and that policies and laws adopted at state and federal levels are translated for consumers and effectively implemented. Each year, Medicare Rights answers more than three million questions for older adults and people with disabilities through a helpline and online assistance and collaborates with diverse stakeholders to improve the Medicare program.

The Position—Case Manager 

Medicare Rights is seeking a full-time non-clinical, social work concrete services and advocacy focused Client Services Case Manager. This person will report to the Director of Client Services and provide individual Medicare and Medicaid counseling and casework assistance to consumers, caregivers, and professionals through dedicated helplines, advocacy, community outreach, and training. 

Specific Responsibilities 

Activities to be pursued by the Client Services Case Manager include the following: 

• Serve as a team member on the Independent Consumer Advocacy Network (ICAN) managed long-term care ombudsman team. Handle multiple helpline shifts related to long-term care, home care, Medicaid services, and Medicare assess client’s needs, collecting relevant data and making timely referrals as needed.
• Empathically assist clients with complex casework and troubleshooting a variety of issues, to help solve health insurance-related issues for individuals with Medicare and Medicaid with long-term care services. 
• Communicate with appropriate entities to collect and analyze health plan and medical records, as well as client needs, to prepare health insurance appeals, complaints, and relevant referrals.
• Advocate for vulnerable clients to access home care services, behavioral health services, and various healthcare related issues.
• Maintain accurate, quality call records, detailing client communications for each counseling session and casework. 
• Provide information, support, and resources to callers and clients in need. Must be open to and competently discuss personal health matters including but not limited to toileting, bathing, mobility needs, sensitive medical information, and more.
• Must rise to the challenge of working with stressed out and frustrated individuals who have been struggling navigating the complex health care system. Ability to manage one’s own emotions and reactions is required to succeed in this role.
• Lead community presentations as needed to educate New Yorkers about their Medicare and Medicaid rights and options. 
• Support colleagues in providing Medicare and Medicaid counseling to callers. 
• Help coordinate special projects as needed and other duties as assigned. 

Qualifications 

The successful candidate will be a highly motivated, organized team player. Specific qualifications include the following: 

• Master's degree in Social Work or similar degree and/or experience 
• Strong conflict resolution, mediation and de-escalation skills;
• Ability to handle calls with empathy, patience, and provide clear information and resources on the next steps.
• Treat people with dignity and care, being attentive to individual differences and cultural and ethnic diversity.
• Strong writing and communication skills. 
• Top-notch organizational skills, attention to detail, and ability to meet deadlines. 
• Experience or knowledge of Medicare, Medicaid, and/or public health issues is preferred, but not required. 
• Ability to connect consumer experience to broader Medicare and health policy reforms. 
• A strong interest and commitment to client advocacy and social justice. 
• Spanish fluency a plus.

Salary is commensurate with experience. Salary from $55,000 to $70,000 per year. The Medicare Rights Center offers a generous benefits package. 

Application Instructions 

The Medicare Rights Center is committed to fostering a diverse, equitable, and inclusive workplace. We are proud to be an equal opportunity employer and welcome applications from all qualified individuals. Please visit https://www.medicarerights.org/about to learn more about our commitment to diversity, equity, and inclusion. Medicare Rights supports a culture of learning and professional growth. Those who meet many but not all of the qualifications are still encouraged to apply. 

We kindly ask that only individuals authorized to work in the United States apply; we cannot offer visa sponsorship. 

Qualified applicants should send a cover letter and resume to: jobs@medicarerights.org with “Client Services Case Manager” in the subject line. Cover letter files should be labeled “Last Name – Cover Letter,” and resumes should be labeled “Last Name – Resume.” No phone calls, please.

The Medicare Rights Center offers a generous benefits package.