The Bilingual Case Management Analyst III is responsible for efficient and timely hands-on troubleshooting, remediation, coordination, escalation, tracking and management. Also responsible for conducting research, workflow investigations, business procedures and making recommendations for improvement. The analyst will interact with consumers, Agent Brokers and providers via phone and email.

What will I get to do?

• Providing excellent customer service to consumers by adhering to CMS policy and identifying and analyzing customer (issuers and consumers) inquiries and processing disputes in both English and Spanish languages, through phone calls, and emails.

• Applying triage, research, collaboration, and technical knowledge to resolve transaction and processing issues through analysis and using decision matrices.

• Analysis of discrepancies in the eligibility reconciliation process for multiple stakeholders using defined data sources and following Standard Operating Procedures

• Responsible for continuous process improvement of the reconciliation process, and recommending changes or enhancements to processes, as well as the integration with technology.

• The analyst will provide content and feedback to and for partnering with training staff on training stakeholders on triaging transactions and the reconciliation process.

• Experience as a business analyst performing collaborative work with customers and other stakeholders, gathering and documenting business requirements to achieve the project goals, will complement the role as a case analyst.

• Employee is expected to undertake any additional duties as assigned by manager.

Minimum Qualifications

• Bachelor’s Degree or equivalent OR 4 years of relevant experience in lieu of degree.

• Fluent in English and Spanish language; both written and verbal.

• Experience analyzing discrepancies using human judgement or decision making.

• Experience with federal data or projects (including, but not limited to agencies such as CMS, IRS, DOD, VA, SSA or another federal agency).

• Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.

Candidates that do not meet the required qualifications will not be considered.

Other Job Specific Skills

• Experience with Affordable Care Act

• Strong written and oral communication skills

• Advanced customer service telephone skills and the willingness to make outbound and receive inbound telephone calls

• Proficiency in Microsoft Word, Excel, Power Point, SharePoint

• Experience with Federal contracts desired

• Experience with 834 enrollment transaction process desired

• Assisting individuals with enrollment into health insurance coverage, working with in-person assisters, or researching Marketplace eligibility and enrollment processes and policies

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$58,100 - $68,111

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.