Investigation Case Management Specialist

VIVA USA Inc; Minneapolis (MN); On-site; USD 42,000 - 58,000; Full time

Job summary

VIVA USA Inc is seeking an Operations Specialist to support the client Investigations team. You will handle high-volume, process-driven case management tasks with emphasis on accuracy, timeliness, and data integrity.

Training is conducted onsite, with ongoing on-site presence during the initial period and subsequent days as noted. The role focuses on creating and preparing investigation cases in EthicsPoint, ensuring complete and accurate documentation, and escalating gaps per procedures.

Qualifications

• Experience supporting a high-volume, process-driven workflow involving case management, records processing, or investigations support.
• Ability to accurately enter, review, and maintain detailed information in a case management system.
• Experience reviewing records for completeness and accuracy, identifying missing or potentially inaccurate information.
• Ability to follow documented procedures, classifications, and service-level expectations with escalation as needed.
• Strong written documentation skills to translate source information into clear case records.

Responsibilities

• Create cases in EthicsPoint for concerns received through intake channels with complete information.
• Review case information for completeness and data accuracy, escalate gaps as appropriate.
• Complete case creation activities in line with ICM procedures and quality standards.
• Prepare investigation cases in EthicsPoint for investigator assignment with complete supporting docs.
• Identify allegations, apply classifications, and ensure cases are ready for investigators.
• Maintain confidentiality and handle sensitive information per procedures and escalation rules.

Skills

Case management

Data entry

Documentation

Procedural adherence

Confidentiality

Prioritization

Tools

EthicsPoint

Job description

During training onsite Tues/Wed/Thurs; after training Tuesday and Thursday

This role provides operational support to the clientInvestigations team by completing high-volume, process-driven investigation case management activities with a strong focus on accuracy, timeliness, and data integrity.

Primary responsibilities

Case creation and investigation case preparation within our investigations case management system (EthicsPoint). The Specialist will follow established procedures and service expectations to ensure cases are accurately documented and prepared for the next stage of the case management and investigation process.

Case Creation

• Create cases in EthicsPoint for concerns received through designated intake channels, ensuring information from the original complaint is captured completely and accurately.
• Review case information for completeness and data accuracy, identifying and escalating missing, unclear, or potentially inaccurate information as appropriate.
• Complete case creation activities in accordance with established ICM procedures, service-level expectations, quality standards, and documentation requirements.

Investigation Case Preparation

• Prepare investigation cases in EthicsPoint for investigator assignment, including reviewing case information and supporting documentation for completeness and accuracy.
• Accurately identify and document allegations, apply established tiering criteria and required classifications, and ensure cases are ready for investigators to begin work.
• Identify exceptions or cases requiring additional review and elevate appropriately while meeting established service-level, quality, and accuracy expectations.

Additional Responsibilities

• Maintain confidentiality and appropriately handle sensitive team member and investigation information while following established procedures and escalation protocols.
• Support additional operational tasks as assigned, based on business needs, demonstrated proficiency, available capacity, and completion of appropriate training.

Success in this role will be measured through timely completion of assigned work, adherence to established service-level expectations, accuracy and completeness of case documentation, compliance with ICM standards and procedures, quality review results.

Required Skills

• Experience supporting a high-volume, process-driven workflow involving case management, records processing, complaint/intake processing, claims, tickets, investigations support, or comparable operational work.
• Demonstrated ability to accurately enter, review, and maintain detailed information in a case management, workflow, ticketing, or similar system.
• Experience reviewing records or documentation for completeness and accuracy, identifying missing, unclear, inconsistent, or potentially inaccurate information.
• Ability to follow documented procedures, classification rules, quality standards, and service-level expectations while recognizing exceptions that require escalation.
• Strong written documentation skills, including the ability to translate source information into clear, complete, and accurate case records.
• Demonstrated ability to independently prioritize and complete a high volume of detailed work while maintaining accuracy and timeliness.
• Sound judgment when applying established criteria and determining when information or circumstances require additional review or escalation.
• Ability to appropriately handle confidential and sensitive employee, investigation, HR, or business information.
• Ability to learn and adapt to changes in procedures, classifications, workflows, and business priorities.

Preferred Skills

• Experience supporting HR, employee relations, ethics/compliance, investigations, workplace complaints, or a related case-management function.
• Experience using EthicsPoint or another investigations, compliance, HR, or case-management platform.
• Experience with case intake, case creation, allegation classification, case triage/tiering, or investigation case preparation.

Notes

Mon - Friday 8 - 4:30; during trianing onsite Tues/Wed/Thurs; after trg Tuesday and Thursday

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status