Case Manager; Medicare Assistance), Reno

Description

The Case Manager provides individualized support to Deaf, Deaf Blind, Hard of Hearing, and Deaf Disabled 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.

This position may require some travel to Elko, Nevada

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…