Customer Service Specialist

About the CompanyWe are seeking a compassionate, highly organized, and detail-oriented Senior Medicaid Case Manager to join our team. Navigating the Medicaid application process can be overwhelming for seniors and their families. This role requires a unique combination of deep empathy and patience to work closely with elderly clients, alongside the analytical brainpower needed to oversee the review of complex financial histories, asset statements, and legal documentation. While a supporting team handles the primary collection of financial documents, the Senior Case Manager retains ultimate accountability for the completeness, accuracy, and strategic review of the application file from the initial consultation until approval.
About the RoleThis role requires a unique combination of deep empathy and patience to work closely with elderly clients, alongside the analytical brainpower needed to oversee the review of complex financial histories, asset statements, and legal documentation.
ResponsibilitiesOversee the financial documentation process managed by the support team. Review 3 to 5 years of gathered bank statements, asset disclosures, tax returns, and legal documents to ensure deep understanding of the client's financial profile.Maintain ultimate responsibility for the accuracy and completeness of the entire application package, ensuring strict compliance with state regulations and deadlines prior to submission.Conduct sensitive interviews with seniors and their families to understand their care needs and financial situations, explaining complex rules in simple, reassuring terms.Provide a calm, reassuring presence for seniors who may be confused, stressed, or dealing with cognitive decline, moving at a pace that keeps them feeling safe and respected.Act as the primary point of contact between the client, financial institutions, legal representatives, and the Medicaid office to resolve queries or requests for additional information.
QualificationsExtreme attention to detail. You must love organization and be able to spot missing pieces in a puzzle of bank statements, property deeds, and income verifications.Exceptional interpersonal skills with a genuine warmth and patience for the elderly population. You understand that building trust takes time.2+ years of experience in case management, social work, elder law, or medical billing. Direct experience with long-term care Medicaid applications is highly preferred.Strong critical thinking skills to navigate bureaucratic roadblocks and find solutions for complex asset structures.Clear written and verbal communication skills, with the ability to explain dense legal/financial jargon simply.
Required SkillsExtreme attention to detail.Exceptional interpersonal skills.2+ years of relevant experience.Strong critical thinking skills.Clear communication skills.
Preferred SkillsDirect experience with long-term care Medicaid applications.