Team Lead - Case Management / Client Success
New
R
ReWorks SolutionsHealthcare Administration
South Africa, US Hours (9am-5pm EST)Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- Minimum 5 years of relevant professional experience
Requirements
- Minimum 5 years of relevant professional experience in Case Management, Client Success, Healthcare Coordination, Customer Service, or Healthcare Administration.
- Strong people-management experience leading a large team.
- Proven experience managing team performance, KPIs, coaching, development, and accountability.
- Demonstrated experience managing complex escalations and difficult conversations.
- Strong client-service orientation with excellent interpersonal skills.
- Ability to communicate professionally, clearly, and empathetically.
- Strong organisational and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable making decisions and taking ownership of issues.
- Ability to work independently while collaborating effectively with other operational teams.
Responsibilities
- Lead and manage a large team of Case Managers / Client Success Coordinators.
- Monitor and manage team KPIs, productivity, quality, and performance metrics.
- Conduct regular coaching, performance discussions, and development sessions.
- Manage complex and sensitive client, family, and therapist escalations.
- Monitor case management and client success processes to ensure consistency and efficiency.
- Collaborate with other operational teams to resolve issues and improve service delivery.
- Identify process gaps and opportunities for continuous improvement.
- Provide management with regular updates on team performance, challenges, trends, and opportunities.
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