Case Manager
4 weeks ago
Job Title: Case Manager
Job Summary:
This position supports the Federation's mission and vision by demonstrating a commitment to exemplary member service, as well as a collaborative spirit, equality, fairness, respect, and accountability.
The Case Manager will be responsible for processing reports and complaints of alleged rule violations, including violations related to the unethical treatment of horses and USEF Drugs and Medications rules. The Case Manager will provide exceptional customer service to members by answering questions and explaining the complaints and disputes process.
Duties and Responsibilities:
- Process files from start to finish, including researching information related to the case, drafting correspondence, conducting and documenting interviews of witnesses, preparing files for review by the Director, testifying before the Hearing Committee when necessary, and working alongside the legal department on Federation cases.
- Ensure files are effectively organized, monitored, and processed according to appropriate procedures, including maintaining current records in the department case management system.
- Prioritize daily work tasks and be able to multi-task or pivot to new tasks as necessary. Meet deadlines and perform work in a timely manner.
- Provide customer service by answering questions related to the rules and bylaws related to the department, the complaints and disputes process, and suspensions.
- Participate in the development of new policies and procedures to promote consistency and efficiency and reduce the risk of further litigation.
- Perform other duties as assigned by the Director.
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