Director of Case Management

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee and lead a sizable team of Case Managers / Client Success Coordinators.

• Establish clear performance expectations and ensure that team members consistently meet service standards.

• Track and manage team KPIs, productivity levels, quality, and performance metrics.

• Conduct regular coaching sessions, performance evaluations, and developmental discussions.

• Provide continuous guidance, support, and accountability to team members.

• Identify performance deficiencies and implement suitable improvement strategies.

• Manage complex and sensitive escalations involving clients, families, and therapists.

• Approach difficult conversations with professionalism, calmness, and empathy.

• Ensure that client issues are resolved promptly and appropriately.

• Uphold a high standard of client service and enhance the overall customer experience.

• Monitor case management and client success processes for consistency and efficiency.

• Collaborate with other operational teams to address issues and enhance service delivery.

• Identify process gaps and opportunities for ongoing improvement.

• Ensure accurate communication and follow-through within the team.

• Provide management with regular updates regarding team performance, challenges, trends, and opportunities.

• Take ownership of operational challenges and ensure they are resolved appropriately.

• Foster a positive, accountable, and high-performing team culture.

⛳️ Requirements

• At least 5 years of relevant professional experience in Case Management, Client Success, Healthcare Coordination, Customer Service, Client Services, Healthcare Administration, or a similar field.

• Essential strong people-management experience leading a large team.

• Proven ability to manage team performance, KPIs, coaching, development, and accountability.

• Demonstrated experience handling complex escalations and challenging conversations.

• Strong client-service orientation complemented by excellent interpersonal skills.

• Ability to communicate in a professional, clear, and empathetic manner.

• Strong organizational and problem-solving abilities.

• Capacity to manage multiple priorities in a fast-paced setting.

• Comfortable making decisions and taking responsibility for issues.

• Ability to work independently while effectively collaborating with other operational teams.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive healthcare benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Supportive team culture that encourages accountability and high performance.