Case Manager (Medicare Assistance), Las Vegas

Description:

The Case Manager provides individualized support to Deaf, DeafBlind, Hard of Hearing, and DeafDisabled adults through the Access to Services (ATS) Program and Medicare Assistance Program (MAP), focusing on case management, advocacy, and long-term service retention.

This role ensures that clients have sustained access to healthcare, Medicare benefits, housing, employment, and financial assistance by addressing barriers and fostering self-advocacy skills.

This position delivers one-on-one assistance, education, and advocacy to beneficiaries navigating Medicare benefits, ensuring they understand their coverage options, rights, and responsibilities while supporting them in making informed healthcare decisions. The Case Manager also provides comprehensive support for accessing employment services, social programs, and community resources.

Reporting to the CSD Works NV Program Manager, the Case Manager works collaboratively with Program Coordinators, call center representatives, service navigators, community agencies, and service providers to deliver culturally responsive, person-centered care. The position requires strong communication, problem-solving, and organizational skills, as well as the ability to navigate complex service systems with empathy and cultural humility.

Case Management & Client Support

• Conduct client intakes and needs assessments to identify goals, barriers, Medicare eligibility, coverage gaps, and healthcare access needs.
• Provide individualized case management through regular check-ins and follow-up support.
• Deliver tailored Medicare counseling, including enrollment support, plan comparison, and coverage optimization.
• Advocate for client eligibility and participation in healthcare, housing, financial assistance, and social service programs.
• Assist clients in resolving issues with Medicare benefits, claims, billing, denials, or appeals.
• Provide crisis intervention and immediate problem-solving to address urgent needs.
• Coordinate transportation, childcare, and other logistical support to prevent service interruptions.
• Collaborate with the Program Manager, Program Coordinators, call center representatives, and service navigators to ensure continuity of care and successful client outcomes.

Self-Advocacy & Skills Building

• Coach clients in self-advocacy, communication, and problem-solving strategies to strengthen independence.
• Support clients in navigating community systems, agencies, Medicare programs, and service provider networks.
• Conduct service plan reviews and update goals and interventions based on progress and emerging needs.
• Empower clients to build confidence and sustain engagement in services through education and skill development.
• Educate clients on Medicare coverage options, rights, responsibilities, and healthcare decision-making.

Documentation & Data Tracking

• Maintain accurate and confidential case records, documenting all client interactions, service outcomes, and Medicare-related support in the approved CRM or case management system.
• Track service utilization, Medicare counseling activities, and progress toward individualized goals.
• Analyze data to identify patterns and trends in service access, retention, barriers, and Medicare utilization.
• Ensure compliance with funding, confidentiality, organizational reporting requirements, and MAP documentation standards.
• Prepare summaries and updates for quarterly and annual program reports.
• Ensure all client files meet federal and state MAP requirements for accuracy and confidentiality.

Community Engagement & Outreach

• Build and maintain strong relationships with service providers, employers, healthcare organizations, and community agencies.
• Collaborate with partner organizations to facilitate referrals and resolve service disruptions.
• Support outreach efforts by attending community events, presenting at senior centers, disability resource fairs, and distributing program materials.
• Represent the Access to Services Program and Medicare Assistance Program at outreach events, community meetings, and trainings.
• Advocate for improved access, inclusion, and service delivery within community systems.
• Educate clients and community members about available programs, resources, support networks, and Medicare benefits.

Program Evaluation & Continuous Improvement

• Support program evaluation through client satisfaction surveys, case outcomes, and service delivery metrics.
• Participate in quality assurance activities and program improvement initiatives.
• Report trends, client barriers, or policy issues to the Program Manager and Program Coordinator for advocacy and system-level change.
• Collaborate with internal staff to identify opportunities to streamline services and enhance client experiences.

Compliance & Certification

• Maintain required certifications and trainings (e.g., FERPA, HIPAA, Mandated Reporter) as directed by the Program Manager.
• Participate in training and certification as required by federal or state Medicare Assistance Program guidelines.
• Follow organizational policies and funding requirements to ensure all services meet compliance standards.
• Uphold confidentiality, ethical practices, and risk management procedures in all aspects of service delivery.
• Report any compliance concerns or client safety issues promptly.
• Perform other duties as assigned to support program operations and organizational goals.

Requirements:

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Strong case management, advocacy, and crisis intervention skills.
• Knowledge of healthcare systems, Medicare programs, housing, employment, and social service systems.
• Ability to provide tailored Medicare counseling, plan comparison, and benefits navigation.
• Ability to build trust and rapport with diverse clients, including Deaf, Hard of Hearing, DeafBlind, and Disabled adults.
• Excellent interpersonal, written, and verbal communication skills.
• High cultural competency and understanding of marginalized or underserved populations.
• Proficiency in documentation, data tracking, CRM systems, and service reporting.
• Strong organizational and problem-solving abilities.
• Ability to work collaboratively with call center representatives, service navigators, and community partners.
• Ability to communicate effectively in American Sign Language (ASL) preferred or willingness to develop ASL proficiency.
• Commitment to CSD's values of equity, inclusion, empowerment, and community service.

Qualifications

• Bachelor's degree in Human Services, Social Work, Gerontology, Rehabilitation Counseling, or a related field; equivalent experience may be considered.
• Minimum of two (2) years of experience in case management, client advocacy, or social services.
• Experience working with Deaf, Hard of Hearing, or IDD populations strongly preferred.
• Experience in Medicare counseling, benefits navigation, or healthcare access programs preferred.
• Experience in community-based programs, healthcare navigation, or service coordination.
• Willingness to obtain Medicare Assistance Program certification within six (6) months of hire.
• Valid driver's license and reliable transportation required.
• Flexibility to work on occasional evenings or weekends for outreach or client needs.