What are the responsibilities and job description for the Insurance Case Manager- Team Lead Home IV position at Palmetto Infusion?
About Us:
Palmetto Infusion provides comprehensive ambulatory and home-based infusion services to both acute and chronically ill patients. Our centers care for people by providing patients and their families with a convenient, affordable, and safe place to receive infusion treatments. We strive for more than personal service – always delivering a warm and attentive health care experience that boosts patients’ state-of-mind, improves their health, and quality of life.
At Palmetto Infusion, we believe in creating an experience that goes beyond just a job. It's about being part of something bigger than yourself - a connected group of caretakers who work together to restore health and hope to our patients. We call it The Palmetto Experience, and we believe it's what sets us apart from other employers.
For our employees, The Palmetto Experience means we serve and support people in our purpose to restore health and hope, we build a culture of belonging and collaboration, we deliver on our promise to treat people with respect and empathy, and we strive to embrace change and search for new opportunities.
About the Role:
The ICM Team Lead – Home IV functions as a critical leader within the Home Infusion Insurance Case Management team. This role is accountable for overseeing insurance-related operations, guiding day-to-day case management workflows, and ensuring timely and accurate insurance verifications, benefits coordination, prior authorizations, and payer communications. The ICM Team Lead serves as a subject matter expert and operational liaison, driving a patient-centered approach that ensures seamless care coordination and supports optimal reimbursement outcomes.
Minimum Qualifications:
Experience/Education:
At Palmetto Infusion, we believe that patient advocacy is at the heart of everything we do, regardless of our roles within the organization. Each member of our team is dedicated to putting the needs and well-being of our patients first. Whether we're working directly with patients or supporting them behind the scenes, our commitment to being a compassionate advocate is paramount. We understand that every interaction, every decision, and every effort contribute to the quality of care our patients receive.
Together, we strive to ensure that every individual feels heard, supported, and empowered throughout their healthcare journey. This dedication to patient-centered care is what creates "The Palmetto Experience" — a standard of excellence that defines us and enriches the lives of those we serve.
Physical Demands:
All employees must uphold the confidentiality of protected health information and follow all HIPAA policies. This position has access to sensitive information and a breach of information may be grounds for immediate termination.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Palmetto Infusion provides comprehensive ambulatory and home-based infusion services to both acute and chronically ill patients. Our centers care for people by providing patients and their families with a convenient, affordable, and safe place to receive infusion treatments. We strive for more than personal service – always delivering a warm and attentive health care experience that boosts patients’ state-of-mind, improves their health, and quality of life.
At Palmetto Infusion, we believe in creating an experience that goes beyond just a job. It's about being part of something bigger than yourself - a connected group of caretakers who work together to restore health and hope to our patients. We call it The Palmetto Experience, and we believe it's what sets us apart from other employers.
For our employees, The Palmetto Experience means we serve and support people in our purpose to restore health and hope, we build a culture of belonging and collaboration, we deliver on our promise to treat people with respect and empathy, and we strive to embrace change and search for new opportunities.
About the Role:
The ICM Team Lead – Home IV functions as a critical leader within the Home Infusion Insurance Case Management team. This role is accountable for overseeing insurance-related operations, guiding day-to-day case management workflows, and ensuring timely and accurate insurance verifications, benefits coordination, prior authorizations, and payer communications. The ICM Team Lead serves as a subject matter expert and operational liaison, driving a patient-centered approach that ensures seamless care coordination and supports optimal reimbursement outcomes.
Minimum Qualifications:
Experience/Education:
- High School Diploma or Equivalent.
- 2 years of experience managing insurance benefit verifications and authorizations.
- Proficient at partner programs (i.e.: MS Outlook, Word, Excel).
- Ability to cope with ambiguous, changing environment while under pressure in a calm.
- Must be able to work as a team member and develop productive and cooperative working relationships with all members of the Palmetto Infusion.
- Serve as the primary resource and escalation point for the ICM team, providing guidance on insurance workflows and payer-specific requirements.
- Lead onboarding and training of new staff; maintain up-to-date training materials and job aids to support consistency and process improvement.
- Monitor referral volumes and task queues to ensure timely completion of authorizations and adherence to service level standards.
- Conduct audits to ensure charts are compliant, current, and accurately reflect insurance verifications, benefits, and authorization statuses.
- Ensure timely and accurate processing, follow-up, and documentation of all insurance authorizations to minimize care delays.
- Maintain a working caseload and process referrals during high-volume periods or staffing shortages to support team efficiency.
- Collaborate with the Intake Specialist Team Lead to align processes, resolve workflow challenges, and implement shared solutions.
- Partner with Clinical Nurse Liaisons, Reimbursement, Pharmacy, and Procurement teams to remove access-to-care barriers.
- Participate in the ICM on-call rotation and assist with Intake support as needed.
- Prepare and submit weekly and monthly performance reports as directed by leadership.
- Competitive Compensation
- Comprehensive Medical Insurance
- Dental and Vision Insurance
- Company Life Insurance
- Voluntary Life and Disability Insurance
- Additional Voluntary Supplemental Plans
- Flexible Spending Account (Medical and Dependent Care)
- Health Savings Account
- 401K Retirement Plan
- Employee Assistance Program (EAP)
- Employee Discounts
- Ramsey SmartDollar Program
- Referral Program
- Tuition Assistance
- Paid Time Off
- 8 Paid Company Holidays
At Palmetto Infusion, we believe that patient advocacy is at the heart of everything we do, regardless of our roles within the organization. Each member of our team is dedicated to putting the needs and well-being of our patients first. Whether we're working directly with patients or supporting them behind the scenes, our commitment to being a compassionate advocate is paramount. We understand that every interaction, every decision, and every effort contribute to the quality of care our patients receive.
Together, we strive to ensure that every individual feels heard, supported, and empowered throughout their healthcare journey. This dedication to patient-centered care is what creates "The Palmetto Experience" — a standard of excellence that defines us and enriches the lives of those we serve.
Physical Demands:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee may be required to frequently stand, walk, sit, bend, twist, talk, and hear. There may be prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors, and staff.
All employees must uphold the confidentiality of protected health information and follow all HIPAA policies. This position has access to sensitive information and a breach of information may be grounds for immediate termination.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.