Job Title: Non-Medical Case Manager
Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders’ employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.
Summary - This is a contingent opportunity and would begin work upon the contract award.
The Wounded Warrior Call Center (WWCC) provides assistance services for wounded, ill, and injured (WII) Marines, Sailors attached to Marine units, and their family members, throughout all phases of the recovery process and the transition to veteran status or return to active duty.
Non-Medical Case Managers (NMCM) provide extended support, and outreach calls for non-complex, non-medical case management in situations where issues or concerns of the Marine and their family cannot be adequately resolved during their initial Customer Care Representative (CCR) phone call. NMCMs work cases until all issues have been resolved before transferring them back to the CCR for continued outreach and support.
Essential Duties and Responsibilities
- Provide financial, administrative, personal, and transitional support and assistance for non-complex cases, as well as other issues that may arise during care, recovery or community reintegration
- Maintain and work cases until all issues have been resolved before transferring them back to the CCR for continued outreach and support
- May provide 120-day post End of Active Services (EAS) support for a Recovering Service Member (RSM) whose case was supported by a Recovery Care Coordinator (RCC) while on active duty or are determined by the Government to require additional transition support
- Capture the concerns/issues of the WII Marine and properly document this information in the Marine Corps Wounded Ill and Injured Tracking Systems (MCWIITS)
Supervisory Responsibilities
- This position has no supervisory responsibilities
Required Qualifications
- Bachelor’s Degree combined with 3 years’ experience working with the federal government or non-medical case management field OR High School Diploma combined with at least 5 years’ experience associated with non-medical case management or related field identifying needs and pairing with resources and providing guidance to service members
- Counseling experience or similar work in civilian community service settings
- Strong interpersonal communication skills set including negotiating skills
- Excellent oral and written communication skills
- Knowledge of Marine Corps culture
- Understands the significance of the cultural bond and Marine ethos needed when dealing with Marines
- Proficiency in Microsoft Office Suite software and demonstrated ability to use software to prepare management reports and provide information
- Strong data entry/typing skills with a high degree of accuracy
Preferred Qualifications
- Prior experience in a similar role with the WWCC
- Experience working in a call center or contact center
- Familiarity with the military-specific community resources
Other Requirements
- Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints
- This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Ability to work both independently and as part of a team.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Time Management – Effectively prioritizes tasks, manages workload, and meets deadlines while maintaining accuracy and quality of work.
Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: The noise level in the work environment is usually quiet.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer
Compensation is based on geographic location and experience. Wages are available upon request.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
