Director of Case Management
New
R
ReWorks SolutionsCase management
South AfricaFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- Minimum 5 years of relevant professional experience
- Required Skills
- People Management
Requirements
- Have a minimum of 5 years of relevant professional experience.
- Bring experience in case management, client success, healthcare coordination, customer service, client services, healthcare administration, or a related environment.
- Have strong people-management experience leading a large team.
- Have experience managing team performance, KPIs, coaching, development, and accountability.
- Have experience managing complex escalations and difficult conversations.
- Demonstrate a strong client-service orientation and excellent interpersonal skills.
- Communicate professionally, clearly, and empathetically.
- Bring strong organisational and problem-solving skills.
- Be able to manage multiple priorities in a fast-paced environment.
- Be comfortable making decisions and taking ownership of issues.
- Work independently while collaborating effectively with operational teams.
Responsibilities
- Lead and manage a large team of Case Managers / Client Success Coordinators.
- Set performance expectations and ensure team members meet service standards.
- Monitor team KPIs, productivity, quality, and performance metrics.
- Conduct coaching, performance discussions, and development sessions.
- Identify performance gaps and implement improvement plans.
- Manage complex and sensitive client, family, and therapist escalations.
- Monitor case management and client success processes for consistency and efficiency.
- Collaborate with operational teams to resolve issues and improve service delivery.
- Provide management with updates on team performance, challenges, trends, and opportunities.
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