Compass Case Manager

The Cystic Fibrosis Foundation is a leading healthcare nonprofit organization like no other. For decades, we have been taking major steps and pioneering new ways to advance the mission to find a cure for cystic fibrosis and to provide all people with CF the opportunity to lead long, fulfilling lives by funding research and drug development, partnering with the CF community, and advancing high-quality, specialized care.

We are the global leader in the search for a cure for cystic fibrosis and nearly every CF drug and therapy available today was made possible because of CF Foundation support. We did this not only for the close to 40,000 people living in the U.S. with CF – and the estimated 105,000 people worldwide – but for the people with CF and families who have worked tirelessly to support the mission.

These achievements have required dedication and unwavering commitment from a talented team of CF Foundation employees. We promote an environment that attracts -- and retains -- a diverse group of talented people who are passionate about eradicating this disease . Join us and you will join an amazing team, devoted to our community, and our mission.

Position Description

The Cystic Fibrosis Foundation (CF Foundation) and its employees embrace their commitment to its core values.  These core values are the pillars on which the CF Foundation stand and will continue to sustain us as we move forward.

• Keep sight of what really matters:  Our decisions are based on what is best for people with cystic fibrosis and their families.

• Aspire for excellence in all we do:  We take pride in our work. We are committed to continuous learning and improvement.

• Stronger together:  We collaborate and work together so that we can learn more and achieve more.

• Innovate with courage:  We embrace challenges. We reach beyond boundaries in pursuit of our vision.

• Care about our people:  We deeply care about each other and all who support our shared mission. We listen with respect. We support one another.

We are a nonprofit, donor-supported organization that has raised and invested billions of dollars to help develop cystic fibrosis therapies that have changed the lives of people with this disease.  Nearly every CF medicine available today was made possible because of Foundation support.

POSITION SUMMARY:

The Cystic Fibrosis Foundation’s Compass is a personalized service to help people with CF navigate insurance, financial, legal, or other issues. The Compass Case Manager is responsible for assisting people with CF, their caregivers, and providers who contact Compass by assessing their needs, identifying barriers, and helping them overcome challenges and find resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Follows department standard operating procedures and internal policies, answers incoming calls, emails, and other forms of communication with Compass.

• Collects pertinent information to identify and assess the needs of the customers.

• Conducts research to locate and vet local, state, and national programs and ensures referrals are made to the appropriate resource(s) to address the needs.

• Provides information and resource referrals to resolve issues during initial intake, following standardized process for first-call resolution referrals; provides case management for straightforward insurance comparisons and other cases as appropriate.

• Refers insurance and other complex issues to CMII and CMIII, Case Management for additional support if first-call resolution is not possible.

• Coordinates with the Senior Coordinator, Compass, to identify and vet new community resources for inclusion in the Compass resource database.

• Identifies enhancements to Knowledge Base and related materials to support improved case management.

• Enters and maintains thorough, timely, and correct documentation of case details in database software. Maintains confidentiality pertaining to patient health information.

• Follows department standard operating procedures and internal policies.

• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s degree preferred.

• A minimum of two years of experience in a customer service environment required.

• Experience in health and human services field preferred.

• Experience working in a customer relationship management system or database strongly preferred.

• Demonstrates clear and effective communication skills, attention to detail, and exceptional customer service in all forms of communication and documentation.

• Intermediate level of proficiency in Microsoft Office products preferred.

• Problem-solving, organizational, critical thinking, multi-tasking, and time management skills necessary to identify barriers, assess problems, and find effective solutions required.

• Basic understanding of health insurance terminology preferred.

• Knowledge of financial assistance programs such as pharmaceutical copay assistance programs, non-profit assistance programs, and local or state resource programs preferred.

REPORTING RELATIONSHIPS:

• Reports to the Case Management Manager. No direct reports.

WORKING CONDITIONS:

• Normal office environment with little exposure to excessive noise, dust, and temperature.

• No heavy lifting required.

• Minimal travel (twice per year) to events, conferences and meetings, as necessary.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

This position will be posted for a minimum of 5 days or until the position is filled. Applications will be accepted on an ongoing basis, so candidates are encouraged to apply promptly if interested.

Total Rewards: The CF Foundation is committed to offering competitive compensation (base pay and incentive), benefits, and professional development opportunities that maximize our ability to recruit, retain, reward, and motivate a highly qualified and diverse workforce. Our comprehensive benefits package includes medical, dental, and vision coverage; a holistic well-being program; health savings and flexible spending accounts; employer-provided life and disability insurance; retirement savings benefits; and a variety of work-life benefits to support employees and their family members. In addition, the CF Foundation offers full-time employees 20 days of vacation and 10 days of sick per year, prorated based on hire date, as well as 14 paid holidays, 2 personal days, and a variety of generous leave benefits. Visit our Why Work at the Cystic Fibrosis Foundation page to learn more.

The CF Foundation is an equal opportunity employer that is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. We strive to recruit and maintain a diverse workforce. Qualified applicants will receive consideration for employment without regard to race, physical or mental disability, color, religious creed, ancestry, national origin, religion, age, sex, pregnancy, marital status, genetic information or testing, gender identity and expression, sexual orientation or status as a Vietnam-era or special disabled veteran or any characteristic protected by law.

Reasonable Accommodations: The CF Foundation is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or would like to request an accommodation due to a disability, please contact us at HROps@cff.org.