Associate - Case Manager

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Role Overview

The Case Manager SSA will be responsible for managing U.S. Social Security Disability (SSD) cases from intake through resolution. This role involves direct client communication, coordination with U.S.-based legal teams, and ensuring accurate documentation and compliance with SSA guidelines. The ideal candidate will possess strong organizational skills, a professional communication style, and prior exposure to legal or healthcare BPO environments.

Key Responsibilities:

• Manage assigned SSA disability cases through all stages—intake, application, reconsideration, and resolution.
• Prepare, review, and maintain SSA-related legal documentation and correspondence.
• Conduct client introductions, maintain regular communication, and provide timely case status updates.
• Assist clients in completing and submitting SSA disability applications accurately and within deadlines.
• Ensure compliance with SSA regulations, HIPAA, and internal data privacy standards.
• Track case progress, deadlines, and follow-ups using internal case management systems.
• Collaborate closely with U.S.-based attorneys, paralegals, and support staff to ensure seamless case movement.
• Maintain detailed and accurate sorting logs, trackers, and SharePoint uploads as per internal workflow standards.
• Participate in team meetings, process updates, and quality discussions to improve case handling efficiency.

Required Skills & Qualifications:

• Strong organizational and multitasking abilities.
• Excellent written and verbal English communication.
• Familiarity with SSA disability processes and legal terminology.
• Prior experience in legal, case management, or BPO settings preferred.

Communication & Language:

• Neutral accent and empathetic listening skills (especially important when dealing with clients facing disability and income loss).
• Professional email and phone etiquette.

Legal & Cultural Awareness:

• Understanding of U.S. SSD workflows and client expectations.
• Cultural sensitivity and professionalism.

Preferred Experience:

• 1+ years in legal support, case management, or U.S. healthcare/BPO roles.
• Exposure to U.S. legal systems or SSD-related work.
• Knowledge of HIPAA and U.S. data privacy standards.
• Experience with CRM/case management tools (e.g., Clio, Law Ruler).
• Proficiency in Zoom, soft phones, Teams, Slack, and document handling tools.