Case Manager - National Program

The Case Manager serves as a central point of communication between clients and the internal teams supporting surveillance investigations. The Case Manager is responsible for reviewing assignment and case information, assessing investigative needs, developing plans of action to support client objectives, monitoring case progress, reviewing investigator reports and video, preparing client updates, and tracking case timelines, budgets, and investigative activities. The Case Manager enters and maintains case activities within the case management system and collaborates with Regional Field Supervisors and other internal teams to support the effective execution of investigative assignments. The Case Manager is expected to make thoughtful case-management decisions within established procedures and scope of authority, identify and escalate issues appropriately, and ensure each file progresses efficiently while meeting client objectives.
Responsibilities
Case Management & Investigative Planning
Manage assigned surveillance files from initial assignment through completion and closure.
Review assignment information, case history, client objectives, and available information to assess investigative needs and develop appropriate plans of action.
Determine appropriate investigative activities and accurately enter case requests, activities, deadlines, and other applicable information into the case management system.
Monitor case progress, investigative results, timelines, budgets, and outstanding requirements and adjust case plans as appropriate.
Request additional information or documentation needed to support investigative objectives.
Conduct and utilize internet, database, and social media research to inform investigative planning and case strategy.
Exercise sound judgment when evaluating investigative information, prioritizing case activities, and determining appropriate next steps.
Conduct daily case inventory reviews and utilize operational and case data to monitor workload, support case prioritization, and ensure assigned activities are completed within established timeframes.
Client & Internal Team Coordination
Cultivate strong professional relationships with clients, Regional Field Supervisors, investigators, and internal teams to support effective case management and client satisfaction.
Monitor and respond to internal and external communications in a professional and timely manner and in accordance with established protocols.
Prepare and provide client updates based on investigator reports, video, case activity, and other relevant information, and provide recommendations when appropriate.
Clarify client objectives, requests, and questions and ensure relevant information is accurately documented and communicated through established processes.
Collaborate with Regional Field Supervisors and other internal teams to support the effective execution of investigative assignments.
Identify and escalate investigative concerns, operational issues, client requests, budget concerns, or matters outside the scope of the position to the appropriate Team Lead, Regional Field Supervisor, or other designated resource.
Quality Assurance & Documentation
Review investigator reports, video, file information, billing, and other work product to ensure accuracy, completeness, consistency, and alignment with client and departmental requirements.
Identify missing, inconsistent, or incomplete information and coordinate appropriate follow-up or correction.
Maintain accurate and organized case documentation, including case activity, communications, decisions, deadlines, billing, and investigative results.
Utilize case management systems, client portals, and other required technology to maintain case information, complete data entry, document communications, manage deadlines, and prepare final work products.
Follow established procedures for document handling, file management, information security, confidentiality, and records maintenance.
Team & Operational Support
Collaborate with other departments to support operational and client needs and assist teammates with case management processes and assignments as needed.
Assist with onboarding and training new teammates on case management processes, systems, procedures, and client-specific requirements as assigned.
Attend and participate in scheduled meetings and training sessions and maintain flexibility to adapt priorities based on changing business needs, client requirements, case developments, and operational demands.
Support other departmental initiatives and business needs as assigned.
Required Qualifications
High School Diploma or equivalent.
Strong organizational and time-management skills, including the ability to prioritize, multitask, manage competing deadlines, and excel in a fast-paced environment.
Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and efficiently.
Demonstrated flexibility, initiative, sound judgment, and accountability.
Proficiency with computers, email, file management, Microsoft 365 products, case management systems, client portals, and other web-based platforms.
Ability to learn and effectively utilize systems, processes, and technology required for the position.
Ability to analyze information, exercise sound judgment, and make appropriate case-management decisions within established procedures and scope of authority.
Ability to handle sensitive and confidential information with professionalism, discretion, and care.
Strong customer service and interpersonal skills.
Ability to work independently while collaborating effectively with clients, Regional Field Supervisors, investigators, Case Management, and other internal teams.
Preferred Qualifications
Experience in surveillance, investigations, case management, claims operations, insurance, or a related field.
Experience or exposure to fraud investigations, surveillance operations, claims processes, or investigative services.
Experience managing multiple cases, assignments, deadlines, or client relationships.
Experience working with case management, claims, customer relationship management, or other workflow-based systems.
Post-secondary education, professional certifications, or relevant training in investigations, claims, business, or a related field.
Physical Requirements
This position typically operates in a hybrid or work-from-home environment.
Ability to sit and work at a computer for extended periods.
Ability to use hands and fingers for typing, data entry, and routine computer operation.
Ability to use a computer, telephone, and other electronic devices throughout the workday.
Ability to read, review, and process information displayed on computer screens for extended periods.
Ability to maintain focus, concentration, and attention to detail while managing multiple cases and competing priorities.
Ability to communicate clearly and effectively through verbal and written communication.
Ability to participate in virtual meetings, telephone calls, and other forms of electronic communication.
Ability to work effectively in a remote or hybrid environment with minimal direct supervision.
Ability to occasionally stand, walk, bend, or reach to retrieve files or office materials.
Ability to lift and carry light office materials, typically up to 10–15 pounds, such as files or laptops.
Work Schedule
Monday through Friday, with a typical schedule of 9:00 a.m. to 6:00 p.m. EST
Work hours and shift times may vary based on the employee’s geographical location, departmental requirements, client needs, and business needs.
Employees are expected to maintain reliable availability and responsiveness during scheduled working hours.
Due to the nature of this exempt position, occasional extended hours or weekend availability may be required based on business needs, workload, deadlines, time-sensitive assignments, or other operational requirements.
Employees are expected to demonstrate flexibility and adjust their schedules as reasonably necessary to meet business and client needs.
Compensation Benefits
Pay Range: $40,000-$65,000 per year
Bonus eligibility: This position may be eligible for a discretionary bonus based on individual performance, team contributions, and overall company results. Bonus eligibility, timing, and amounts are determined at the sole discretion of the company and are not guaranteed.
Benefits summary: Delta Group offers a comprehensive benefits package designed to support the health, financial well-being, and work-life balance of employees, including:
Medical, dental, and vision insurance
Short-term disability (STD) and long-term disability (LTD) coverage
Whole life

Employment type
Full-Time

Work arrangement
Yes