social security case manager non attorney rep resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Knowledgeable Case Manager experienced in coordinating care for individuals with disabilities. Proactive and resourceful with strong knowledge of community resources. Effective communicator with passion for helping others. Experienced Case Manager offering 20+ years of planning, assessing and reporting experience with all types of clients. Proficient in documentation and compliance. Experienced Case Manager offering educational enrichment and demonstrated academic progress for students with disabilities. Proven history of implementing personalized instructional practices and designing quality Individualized Education Programs in collaboration with students, parents and teachers to support learning plans. Coordinated delivery of optimal patient care to diverse patients through effective monitoring and treatment organization. Skillfully conduct assessments, update documentation and complete ongoing case reviews to strengthen support. Well-versed in enforcing strict controls to quickly identify and resolve concerns. Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.

  • Quality Assurance Controls
  • Patient Management
  • Cross-Functional Collaboration
  • Case management
  • Recruitment
  • Treatment planning
  • Progress evaluations
  • Staff education and training
  • Medical Records Management
  • Customer service
  • Program development
  • Written and verbal communication
  • Benefits and Compensation Management
  • Training and Development
  • Training programs
  • Multitasking abilities
  • Microsoft Office proficiency
  • File and records management
  • Training and mentoring
  • Organizational Development
  • Risk management
  • Team Building
Work History
Social Security Case Manager/Non-Attorney Rep, 01/2013 to Current
Jan Dils Attorneys At LawCity, STATE,

As a seasoned case manager, I was responsible for leading, coaching, and supervising Social Security case management team members. This required knowledge of the case manager role which includes assisting new and existing clients with their legal disability claim both in person and by telephone to help clients understand the requirements and status of their legal case. This client-centered position requires effective communication skills and a high level of accountability.

A Case Management Specialist is responsible for assisting new and existing clients with their legal disability claim both in person and over the telephone. The position requires a compassionate individual to help clients understand the requirements and status of their legal case. A Case Management Specialist must be able to build client loyalty and trust by providing high quality technical services in a high-volume environment. This client-centered position requires effective communication skills and a high level of accountability.

* Responsible for contacting OHO/SSA/DDS for client case status checks , identifying required records for requests and following up on declined records requests, assisting client requests via telephone (case status, determining eligibility, payment and back pay questions, change of address, etc.), pursing priority items timely, corresponding with SSA to ensure outstanding SSI applications are scheduled timely and processed, all client mail and composing case specific letters to clients as needed, assisting clients with completing forms (in-person and over the telephone, creating client medical record CDs, submitting documentation for "substitution of party" of deceased clients, educating clients regarding disability claim process in person and over the telephone, responding to client's emails/correspondence, reviewing cases to identify issues and ensure the case is progressing, meeting with clients that are assigned to your alphabet, processing by-client mail and SS documents in a timely manner, submitting any needed forms/reports to SSA, DDS and/or OHO and communicating with agency representatives as needed, conducting 2-month calls for hearing level clients and 4-month calls for appeals council level clients, conducting initial contact calls, denial calls, and favorable decision calls to clients, entering information into the Call Tracking Database, developing case strategies in an attempt to guide the claim to a favorable decision, meeting assigned goals while maintaining quality, returning all voicemails by the end the business day or within 24 hours.

Related Job Knowledge, Skills, & Abilities:

· Knowledge of organizational mission and client service philosophy, organizational goals and objectives, H.I.P.A.A. regulations and policy compliance, SS disability claims process, eligibility requirements, and timeliness, SSA rules and regulations, various documentation types (e.g. work activity report, substitution of party, etc.), DDS related process, procedure, and related forms,

Proficient skills using organizational databases (Prevail and tracking tools), using organizational scheduling system, Professional and appropriate interpersonal communication skills.

· Ability to effectively communicate technical claim process and procedures to clients and co-workers, accurately respond to client questions within an appropriate timeline, mail client information (letters, forms, etc.) in an appropriate amount of time, fulfill client requests for copying and mailing client record material within an appropriate timeline

Social Security Case Manager Team Leader

· Responsible for reviewing daily numbers, call reports, task lists, and workloads. quality assurance, contacting current client to obtain feedback regarding the service the Case Manager is providing. reviewing and scoring case strategies completed by the Case Managers. reviewing and responding to Supervisory Approval emails, processing and reviewing withdraws. reviewing award letters for accuracy, writing new policies and procedures as seen fit related to workloads or changes in SSA rules and regulations

Reviewing completed DDS work history reports for accuracy, reviewing complex tasks that require in depth research, completing work as assigned by the supervising attorney or operations manager, giving direction and productivity of departmental team meetings, supervising team member’s performance through reviewing quantity and quality of work productivity, reviewing and assigning goals, maintaining workflow coverage and approving PTO requests, completing performance appraisals for all team members within the department, supervising departmental personnel attendance, reconciling timecards, administering warnings using the progressive disciplinary action program, creating a positive and fun working atmosphere in accordance with our core values, attending and engaging in team leader development meetings, maintaining open communication with all departments within the firm. training new department team members relating to job duties and departmental function, coaching and mentoring departmental team members, upholding all core values to serve as a positive organizational role model, identifying when team members need to redirect their efforts to another function of the pod handling escalated client calls.

Related Job Knowledge, Skills, & Abilities:

· Knowledge of organizational mission and client service philosophy, job duties for each role in the pod, organizational goals and objectives, H.I.P.A.A. regulations and policy compliance, SS disability claims process, eligibility requirements, and timeliness, SSA rules and regulations, various documentation types (e.g. work activity report, substitution of party, etc.), DDS related process, procedure, and related forms

Licensed Non-Attorney Representative

Managed over 2,500 disability cases at a time

Trainer/Recruiter Coordinator, 05/2007 to 01/2013
IPacesettersCity, STATE,
  • Operated and maintained applicant tracking and candidate management systems.
  • Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
  • Oversaw and managed on-boarding processes and programs to successfully integrate new, transferred and promoted employees.
  • Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
  • Advised, coached and counseled managers and staff to support human resources policies, procedures, programs and labor relations.
  • Maintained thorough understanding and knowledge of hiring practices, recruitment strategies and staffing industry trends.
  • Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
  • Facilitated all new employee orientations to foster positive team attitude.
  • Verified applicant references and employment details.
  • Scheduled and conducted multiple interviews each week.
  • Maintained filing system of current, prospective and future positions.
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration.
  • Evaluated strengths and weaknesses of candidates through effective screening processes.
  • Completed background and reference checks to facilitate hiring and onboarding of employees.
  • Maintained human resources information system and kept employee files up to date and accurate.
  • Directed job fairs to bring in local talent for long term and seasonal positions.
  • Addressed and resolved general payroll-related inquires.
  • Supported human resources staff with new hire orientations and monthly departmental meetings.
  • Reviewed and corrected job offer letters for completeness and accuracy before approving delivery.
  • Edited job position announcements before authorizing post.
  • Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
  • Implemented tracking database for employee professional development, licensure renewal credits, and renewal deadlines.
  • Completed employee employment verifications and unemployment paperwork prior to hire or termination.
  • Reviewed human resources paperwork for accuracy and completeness, including verifying, collecting and correcting data.
  • Coordinated and conducted new hire pre-interviews.
  • Assisted management staff in annual year-end processes and data audits.
  • Entered personnel and subcontractor data into central database.
  • Researched all payroll, COBRA, disability and FMLA issues.
  • Gathered personnel records from all employees from each department.
  • Coordinated company training and compiled training reports and communication to support compliance with corporate requirements.
  • Collaborated with curriculum coordinator on annual updates of staff handbook.
  • Supported HR functions with emphasis on record keeping, data entry and general HR tasks.
  • Reviewed and confirmed that all final paid hours corresponded with timesheets and state laws.
  • Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
  • Explained employee compensation, benefits, schedules, working conditions and promotion opportunities.
  • Facilitated year-end reviews and team strength presentations with human resources partners.
  • Coordinated meetings, developed meeting content and presented human resources law updates.
  • Evaluated timecards for accuracy on regular and overtime hours.
  • Maintained company compliance with all local, state and federal laws, in addition to establishing organizational standards.
  • Counseled managers and employees regarding company policies, procedures and workplace issues.
  • Captured key feedback from employees during exit interviews.
  • Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
  • Accurately prepared government compliance reports and proposal requests for employee data.
Customer Service Representative/CSR Trainer/Sales Manager, 09/2000 to 07/2003
Coldwater CreekCity, STATE,
  • Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
  • Negotiated manufacturing service agreements and quality standards.
  • Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
  • Defined clear targets and objectives and communicated to other team members.
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Performed supplier risk evaluations and supported regulatory inspections.
  • Planned marketing initiatives and leveraged referral network to promote business development.
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Increased operational efficiency by developing improved filing systems for confidential client records and reports.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Engaged prospects and customers through various events, including trade shows, seminars and workshops.
  • Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Regularly exceeded daily sales and product add-on quotas.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Cross-trained and provided back up for customer service managers.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Promoted available products and services to customers during service, account management and order calls.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
No Degree: Business Administration And Management, Expected in to West Virginia University At Parkersburg - Parkersburg, WV
High School Diploma: , Expected in 05/1995 to Parkersburg South High School - Parkersburg, WV,

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Resume Overview

School Attended

  • West Virginia University At Parkersburg
  • Parkersburg South High School

Job Titles Held:

  • Social Security Case Manager/Non-Attorney Rep
  • Trainer/Recruiter Coordinator
  • Customer Service Representative/CSR Trainer/Sales Manager


  • No Degree
  • High School Diploma

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