Case Manager, DeafHealth

Reporting to the Senior Program Manager at DeafHealth, the Case Manager is responsible for providing dedicated case management at DeafHealth through its CareLine, benefits enrollment support, and healthcare navigation programs serving Deaf, DeafBlind, and Hard of Hearing individuals. The Case Manager provides in-person and virtual case management, while maintaining accurate case documentation. The role is central to DeafHealth's effectiveness and retention outcomes, ensuring that cases move from initial contact through resolved outcomes.

The ideal candidate is an organized and motivated case manager or benefits navigator who is organized, detail-oriented, and comfortable managing a caseload that spans healthcare access, health insurance, and public benefits programs, with support from senior staff on complex cases. They are a strong communicator who can build trust with community members, coordinate effectively with internal and external partners.

DeafHealth advances healthcare access for deaf communities through bilingual patient advocacy, education, research, and navigation, ensuring that deaf communities can access healthcare, benefits, and resources with dignity, clarity, and support.

Candidates must reside in Travis County (Austin, TX) or a neighboring service county (Williamson, Hays, Bastrop, or Caldwell). This is a hybrid position requiring up to 20% travel for in-person case support and outreach events.

Case Management

• Serve as a dedicated case manager for DeafHealth's virtual support CareLine and supporting programs.
• Own each case from intake through resolution, including intake review, eligibility screening, documentation support, application completion, submission, and follow-up.
• When needed, provide in-person case management support for Deaf, Hard of Hearing, and DeafBlind Texas community members residing in Travis, Williamson, Hays, Bastrop, and Cadwell, in addition to virtual CareLine support.
• Conduct proactive follow-up on pending cases, requests for information, renewals, and recertifications to prevent benefit loss or case drop-off.
• Identify when a case requires escalation beyond the Case Manager's authority.

Benefits Enrollment and Healthcare Navigation

• Explain healthcare and benefits options to clients in plain, accessible language, supporting informed, client-driven decision-making.
• Provide direct enrollment assistance for healthcare access programs (Medicaid, CHIP, and Marketplace).
• Refer clients to qualified tax, legal, or SSA-focused partners for income support options (EITC, Child Tax Credit, SSI, SSDI).
• Support warm handoffs to partner organizations by assisting with scheduling and basic follow-up confirmation.
• Complete and maintain program-required training, and keep current on policy and program updates.
• Build and maintain working relationships with community-based organizations, healthcare providers, and public agencies to strengthen referral pathways.
• Represent DeafHealth at outreach events, co-located partner days, and community gatherings as needed to support in-field intake and enrollment.

Documentation, Data, and Reporting

• Accurately document all case activity, communications, and outcomes.
• Track case progress to support consistent reporting and quality assurance.
• Maintain client confidentiality in accordance with program requirements and DeafHealth policy.
• Provide input on case trends, barriers, and outcomes to support program evaluation and funder reporting.

 To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Case management, benefits navigation, or healthcare navigation experience, or a strong interest in developing these skills.
• General knowledge of or willingness to learn public benefits and coverage programs, including Medicaid, CHIP, Marketplace, and SNAP.
• Ability to manage a caseload with support, prioritize competing deadlines, and escalate complex cases appropriately.
• Strong relationship-building and coordination skills, including experience working with community-based organizations, healthcare providers, and government agencies.
• Demonstrated ability to communicate effectively in both ASL and written English.
• Sound judgment in handling sensitive client information and confidentiality.
• Experience with CRM platforms, case documentation systems, or similar client-management tools preferred, but not required.
• Strong organizational and time-management skills, with the ability to track multiple active cases and follow-up requirements simultaneously.
• Proficiency with Microsoft Office, virtual communication platforms, and digital collaboration tools.

Qualifications

• Associate's or Bachelor's degree in Social Work, Public Health, Human Services, Health Administration, or a related field preferred; equivalent combination of education and experience will be considered.
• At least one year of experience in case management, benefits enrollment, healthcare navigation, public benefits counseling, or a related field; recent graduates with relevant internship experience will be considered.
• Experience working with underserved communities, including individuals from diverse cultural, linguistic, socioeconomic, and geographic backgrounds.
• Knowledge of healthcare systems, health insurance, public benefits programs, and community resources.
• Ability to communicate effectively using American Sign Language (required)
• Willingness to pursue certifications as required by specific programs. 
• Must reside in Travis County (Austin, Texas) or a neighboring service county (Williamson, Hays, Bastrop, or Caldwell).