Job Description

Job Title: Case Manager

Location: Warsaw, IN

Industry: Medical Devices

Job Description:

The Case Manager is an essential member of the Case Management team. The Case Manager serves as a primary point of contact for customers including surgeons, sales associates, patients, and imaging centers worldwide. This position requires a high level of integrity and dedication to meeting all customers’ requests promptly and accurately in a fast-paced setting.

Responsibilities:

• Perform coordination and tracking duties on active patient cases. These duties include but are not limited to: Handling case tracking inquiries, collaborating with design and manufacturing teams to prioritize cases, generating status reports and performing transactions in cloud-based case management system to ensure production timelines are achieved.
• Educate sales associates and health care professionals with product offerings and troubleshoot technical challenges in navigating multiple customer web portals.
• Process new customer registrations and update/maintain existing customer profiles.
• Direct collaboration with all internal production departments, development engineers and marketing managers.
• Direct collaboration with internal and external groups including vendors for logistical support.
• Serve as liaison between imaging center and DICOM vendor to ensure images are received in proper format.
• Download/review patient scan DICOM images to support verification checks passing imaging protocol.
• Place key landmarks and anatomic side on DICOM images for design and surgical planning.
• Create case in cloud-based management system and verify/compare patient information in the system.
• Advise and collaborate across functional teams on patient cases needing additional review.
• Educate imaging center personnel on Imaging Protocol and assist with technical questions; as well as additional tasks as required.

Requirements:

• Minimum of 3 years in patient or customer facing role.
• Bachelor’s degree required. Life sciences, biomedical, imaging, healthcare or related fields preferred .
• Ability to take initiative to improve processes and work with limited supervision.
• High degree of professionalism with strong verbal and written communication skills.
• Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions.
• Strong interpersonal communication skills with experience working in team-oriented project groups.
• Maintain a schedule of deadlines and tasks and possess the ability to prioritize effectively.
• Experience handling customer phone calls and emails, including technical support preferred .
• Experience with Customer Relationship Management (CRM) software and tools preferred .
• Knowledge of SAP and related ERP systems preferred .
• Familiarity with Agile Methodology and software bug and enhancement ticketing/reporting preferred .
• Confident with MS Office software packages.
• Ability to work with SAP software.
• Ability to read and interpret technical documents and drawings.
• Good time management skills.

About Theoris:

Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. This knowledge is used to find the right job placement. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.

Best-In-Class-Benefits:

We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full-time employees with full benefits, including:

Robust Health Insurance

401(k) plan

PTO

Paid holidays

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