Job Title: Retirement Services Representative

Location: Remote (USA)

Duration: 6 Months + Possibility to Extend and/or Convert to FTE

Pay Rate: $20.50 – $23/HR (W2 Only)

Job/Role Description:

• This role provides client service and administrative support for the operation and administration of our client’s defined contribution retirement plans and related payroll services.
• This position will handle inbound payroll calls for the client’s retirement plan clients and provide resolution to payroll file complications and other service issues.
• This position will provide service and administrative support to the client’s largest and most complex defined contribution plan clients and respond to client requests for information.
• This position ensures high quality service delivery through accurate transaction processing, responsiveness to client needs, and strict adherence to company and client standards and compliance requirements.
• Receive inbound payroll calls and assist clients by resolving payroll file complications and administrative or service problems.
• Process transactions to complete plan valuations such as contributions, loans, withdrawals, and earnings allocations.
• Perform and analyze tests required for defined contribution plans, including discrimination testing and plan design issues.
• Request and interpret data, present results to clients, and make recovery recommendations.
• Reconcile trust accounting and recordkeeping systems on a plan level through daily balancing, adjustment analysis, preparing reconciliation reports, and analysis by transaction type.
• Coordinate omnibus fund purchases and sales with third-party fund companies.
• Format and produce client reports, including valuation reports, participant statements, investment performance reports, and necessary tax and compliance forms.
• Participate in client meetings and conference calls while maintaining trustee relationships.
• Discuss plan design issues, trust reconciliation issues, payroll consultation, and other services with clients.
• Work expected 8am–5pm Eastern Time hours and manage both inbound call volume (approximately 10–25 calls per day) and an outbound call queue.
• Accurately log and document all client interactions and transactions in the appropriate systems.

Required Qualifications

• Call center or phone-based customer service experience required
• Retirement plan or defined contribution plan experience preferred
• Basic accounting knowledge required
• Experience providing service and administrative support to complex defined contribution plan clients preferred
• Strong customer service orientation with excellent interpersonal, written, and oral communication skills
• Proven analytical and problem-solving abilities with keen attention to detail
• Ability to prioritize and execute tasks in a high-pressure environment while managing call volumes and administrative workload
• Highly self-motivated and directed with strong organizational skills
• Experience working in a team-oriented, collaborative environment
• Ability to work effectively and maintain productivity in a remote environment

Case Manager (RN)

Location:  Remote, USA
Duration:  12 Month Contract

The Case Manager RN leads the coordination of a multidisciplinary team to deliver a holistic, person centric care management program to a diverse health plan population with a variety of health and social needs. They serve as the single point of contact for members, caregivers, and providers using a variety of communication channels including phone calls, emails, text messages and the online messaging platform. The Case Manager RN uses the case management process to assess, develop, implement, monitor, and evaluate care plans designed to optimize the member’s health across the care continuum. They work in partnership with the member, providers of care and community resources to develop and implement the plan of care and achieve stated goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:

• Lead the coordination of a regionally aligned, multidisciplinary team to provide holistic care to meet member needs telephonic and/or digitally. The multidisciplinary team is inclusive of Medical and Behavioral Health Social Workers, Registered Dietitians, Pharmacists, Clinical Support Staff and Medical Directors.
• Use the case management process to assess, develop, implement, monitor, and evaluate care plans designed to optimize the members’ health across the care continuum.
• Assess the member’s health, psychosocial needs, cultural preferences, and support systems. 4.
• Engage the member and/or caregiver to develop an individualized plan of care, address barriers, identify gaps in care, and promotes improved overall health outcomes.
• Arrange resources necessary to meet identified needs (e.g., community resources, mental health services, substance abuse services, financial support services and disease-specific services).
• Coordinate care delivery and support among member support systems, including providers, community-based agencies, and family.
• Advocate for members and promote self-advocacy.
• Deliver education to include health literacy, self-management skills, medication plans, and nutrition. 9. Monitor and evaluate effectiveness of the care management plan, assess adherence to care plan to ensure progress to goals and adjust and reevaluate as necessary.
• Accurately document interactions that support management of the member.
• Prepare the member and/or caregiver for discharge from a facility to home or for transfer to another healthcare facility to support continuity of care.
• Educate the member and/or caregiver about post-transition care and needed follow-up, summarizing what happened during an episode of care.
• Secure durable medical equipment and transportation services and communicate this to the member and/or caregiver and to key individuals at the receiving facility or home care agency.
• Adhere to professional standards as outlined by protocols, rules and guidelines meeting quality and production goals.
• Continue professional development by completing relevant continuing education and maintaining Certified Case Manager (CCM).

EDUCATION AND EXPERIENCE:

• Nursing Diploma or Associates degree in nursing required.
• Bachelor’s degree in nursing strongly preferred.
•  3 years of clinical nursing experience in a clinical, acute/post-acute care, and community setting required.
• 1 year of case management experience in a managed care setting strongly preferred.
• Experience managing patients telephonically and via digital channels (mobile applications and messaging) preferred.

Other Preferred Experience:

• Cariology/Pulmonary
• Oncology
• Emergency Room
• ICU/Step Down
• Hospital or other facility case management
• SNF/SAR/LTAC
• Wound Care
• Pediatrics
• Discharge Planning

CERTIFICATES, LICENSES, REGISTRATIONS:

• Current, active, and unrestricted Michigan Registered Nurse license required
• Certification in Case Management (CCM) required or to be obtained within 18 months of hire
• Certification in Chronic Care Professional (CCP) preferred

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES:

• Ability to think critically, be decisive, and problem solve a variety of topics that can impact a member’s outcomes.
• Empathetic, supportive and a good listener.
• Proficient in motivational interviewing skills.
• Demonstrated time management skills.
• Organizational skills with the ability to manage multiple systems/tools, while simultaneously interacting with a member.
• Must have intermediate computer knowledge, typing capability and proficiency in Microsoft programs (Excel, OneNote, Outlook, Teams, Word, etc.).
• Must embrace teamwork but can also work independently.
• Excellent interpersonal and communication skills both written and verbal.