Case Management Specialist

Select Voice; Cebu City; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Medical/Dental coverage

Life insurance

Free weekly in-house massage

Referral bonuses

Career development

Job summary

Select VoiceCom in Cebu City is seeking an SSDI Case Management Agent to support existing law firm clients through the Social Security Disability claims process. You will handle inbound and outbound calls, answer questions on case status and SSDI procedures, and maintain accurate case records in the NEOS system.

The ideal candidate has 2-3+ years of customer service experience in a BPO, excellent English, and a patient, empathetic approach with clients.

Qualifications

• At least 2-3+ years of continuous customer service experience in a BPO environment.
• Experience handling both inbound and outbound client calls is required.
• Strong phone and communication skills.
• Excellent command of the English language, with neutral or American accent.

Responsibilities

• Handle inbound and outbound calls with existing clients regarding their Social Security Disability cases.
• Answer routine questions regarding case status, claim processing, forms, examinations, appointments, and next steps.
• Explain SSDI procedures and terminology and help clients understand routine SSA correspondence.
• Review client files and communication history to provide accurate information.
• Contact SSA, DDS, claims specialists, and other agencies to obtain case updates or resolve issues.
• Follow up with clients on outstanding information, documentation, and appointments.
• Escalate complex matters to appropriate law firm staff.
• Document client communications and status updates in NEOS.
• Maintain organized and timely follow-up on case-related items.

Skills

English fluency

Empathy

Active listening

Attention to detail

CRM software

Tools

NEOS CRM

Job description

Position Summary

The SSDI Case Management Agent provides ongoing support to existing law firm clients throughout the Social Security Disability claims process. The position handles inbound and outbound client calls, answers questions regarding case status and routine SSDI procedures, follows up with the Social Security Administration (SSA) and other agencies as needed, and maintains accurate case records in the firm's case management system.

Key Responsibilities

• Handle inbound and outbound calls with existing clients regarding their Social Security Disability cases.


• Answer routine questions regarding case status, claim processing, correspondence, forms, examinations, appointments, and next steps.


• Explain SSDI procedures and terminology clearly and help clients understand routine correspondence from SSA or Disability Determination Services (DDS).


• Review client files and communication history to provide accurate and consistent information.


• Contact SSA, DDS, claims specialists, and other appropriate agencies to obtain case updates or resolve routine processing issues.


• Follow up with clients regarding outstanding information, documentation, medical updates, appointments, and other case requirements.


• Recognize complex, unusual, or legal matters and escape them to the appropriate law firm staff member.


• Accurately document client communications, agency contacts, status updates, and follow-up activities in NEOS.


• Maintain organized and timely follow-up on outstanding case-related items.

Required Skills & Competencies

• Excellent verbal and written English communication and active-listening skills


• Professional, patient, and empathetic client-service approach


• Naturally engaging, talkative, and conversational communication style, with the ability to build rapport and trust and encourage open, organic conversation with clients


• Ability to learn, retain, and clearly explain detailed SSDI procedural information


• Strong attention to detail, organization, documentation, and follow-through


• Ability to manage a high volume of client communications and multiple follow-up activities


• Sound judgment and ability to recognize matters requiring escalation


• Comfortable making outbound calls and communicating with government agencies and other third parties


• Strong computer proficiency and ability to navigate multiple systems while communicating with clients


• Ability to appropriately handle sensitive and confidential client information

Qualifications

• At least 2-3+ years of continuous customer service experience in a BPO environment


• Experience handling both inbound and outbound client calls required


• Strong phone and communication skills


• Must have excellent command of the English language, with neutral or American accent


• Previous experience in Social Security Disability, legal client services, case management, claims, healthcare, insurance, or a similar client-support environment is preferred


• Working knowledge of the Social Security Disability process is preferred


• Previous law firm or legal services experience is a plus


• Experience with case management or CRM software preferred; NEOS experience is a plus


• BPO experience and/or additional education or training in legal studies, healthcare, social services, or a related field is a plus


• Willing to work on-site


• Willing to work the night shift

Ideal Candidate

The ideal candidate is naturally conversational, personable, and comfortable engaging clients while also being a strong listener. They build rapport and trust easily, communicate information clearly, and make clients feel comfortable asking questions and sharing relevant information.

They are also organized, detail-oriented, proactive about follow-up, and disciplined about documentation and know when an issue should be escalated.

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work"! The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

Check out our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months


• Life insurance program


• Free weekly in-house massage


• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC


• Career development


• Service incentive leave program


• Annual salary increase based on performance


• Fun and family-like working environment


• Quarterly team outing


• Free flowing coffee and hot chocolate


• Cozy sleeping lounge and canteen plus entertainment area


• Excellent office location in Cebu IT Park

*Terms and conditions apply.