The posting
Outsourcing Staffing Advantage is seeking organized, empathetic, and detail-oriented OPWDD Eligibility Case Managers to support families throughout the OPWDD eligibility process. Unlike traditional intake models where different employees handle separate portions of a case, this position is responsible for managing the entire case from referral through approval, providing families with one consistent point of contact throughout the process.
The Case Manager will communicate with families, gather and verify required documentation, coordinate evaluations and appointments, prepare and submit applications, conduct follow-ups, track case progress, and ensure that each case continues moving forward until an eligibility decision is reached.
Key Responsibilities
- Manage assigned OPWDD eligibility cases from initial referral through approval.
- Accept and manage referrals from partner agencies and maintain appropriate communication with referring organizations throughout the eligibility process, keeping them informed of case progress, updates, and outcomes as needed.
- Serve as the primary point of contact for assigned families throughout the eligibility process.
- Contact families after receiving referrals and explain the next steps, requirements, and documentation needed.
- Conduct and document the initial intake process.
- Collect, organize, and verify required personal, medical, psychological, educational, and supporting documentation.
- Review documents for completeness, accuracy, and consistency.
- Identify missing or incomplete documentation and proactively follow up with families to obtain the necessary information.
- Coordinate required evaluations and appointments with appropriate professionals and evaluators.
- Communicate appointment details, reminders, and required preparation to families.
- Follow up with families to minimize missed appointments and delays.
- Prepare and compile eligibility applications and supporting documentation for submission.
- Submit completed applications according to established procedures and requirements.
- Monitor each case through every stage of the eligibility process.
- Maintain detailed and accurate case notes, records, documents, and status updates in the CRM.
- Follow up with families, evaluators, and relevant parties as needed to keep cases moving forward.
- Identify potential delays, missing information, or issues and escalate them when appropriate.
- Provide families with regular updates regarding their case status.
- Handle sensitive conversations with patience, professionalism, and empathy.
- Maintain confidentiality and follow all applicable company procedures regarding sensitive client information.
- Manage multiple active cases while maintaining accurate deadlines and follow-up schedules.
- Ensure all assigned cases receive consistent and timely attention until a final eligibility decision is reached.
- Support post-approval coordination and help families transition toward appropriate services when required.
Requirements
- Previous experience in customer service, case management, healthcare administration, intake, patient coordination, social services, or a related field.
- Excellent communication skills in English and Spanish.
- Strong interpersonal and empathy skills, particularly when working with families and individuals with special needs.
- Excellent attention to detail and accuracy when handling documentation and records.
- Strong organizational and time-management skills.
- Ability to manage multiple cases, deadlines, appointments, and follow-ups simultaneously.
- Comfortable communicating with clients through phone, email, and other communication platforms.
- Proficiency with Microsoft Office, Google Workspace, and similar business tools.
- Comfortable learning and using CRM and case management systems.
- Ability to follow established procedures while also exercising good judgment when issues arise.
- Strong problem-solving and follow-up skills.
- Ability to work independently and take ownership of assigned cases.
- Reliable, professional, patient, and highly organized.
Preferred Qualifications
- Experience with OPWDD eligibility or developmental disability services.
- Experience working with Medicaid, healthcare, home care, behavioral health, or social services.
- Experience coordinating medical, psychological, educational, or other professional evaluations.
- Experience working with U.S.-based healthcare or social service organizations.
- Familiarity with New York healthcare or social service systems.
- Previous experience with intake or case management CRM platforms.
Benefits
- Opportunity to work on diverse and exciting projects.
- Supportive and collaborative work environment.
- Weekly payments.
- Weekly incentives based on performance.
- Weekends off.
- Hiring bonus.
- Loyalty Bonus
- Annual Performance Salary Review Increases up to 10%
- Paid Breaks
- Growth opportunities.
- Referral bonus.
- National holidays pay double the hourly rate.
- US holidays off when applicable.
- Best work environment in Santiago.
- Morning shift available.
- Back-office positions.
- Paid Breaks
- Annual Performance & Salary Review
- Loyalty Bonus
