案例管理总监

Job Title: Director of Case Management
Location: South Africa
Job Type: Full-Time, Remote
Working Hours: US Hours (9am-5pm EST)
Salary: R45 000 - R 60 000
We are looking for an experienced and highly capable Director of Case Management to lead and manage a large team of Case Managers / Client Success Coordinators.
This is a hands-on leadership role responsible for driving team performance while ensuring a consistently high standard of service to clients, families, and therapists.
The successful candidate will be a strong people manager who can lead a sizeable team, manage performance and KPIs, coach and develop employees, handle complex client escalations, and ensure effective coordination across operational teams.
Requirements

• Lead and manage a large team of Case Managers / Client Success Coordinators.

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

• Monitor and manage team KPIs, productivity, quality, and performance metrics.

• Conduct regular coaching, performance discussions, and development sessions.

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

• Identify performance gaps and implement appropriate improvement plans.

• Manage complex and sensitive client, family, and therapist escalations.

• Handle difficult conversations professionally, calmly, and empathetically.

• Ensure client concerns are resolved efficiently and appropriately.

• Maintain a high standard of client service and overall customer experience.

• 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.

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

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

• Take ownership of operational issues and ensure appropriate resolution.

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

• Minimum 5 years of relevant professional experience in one or more of the following:

• Case Management

• Client Success

• Healthcare Coordination

• Customer Service

• Client Services

• Healthcare Administration

• A related environment

• Strong people-management experience leading a large team is essential.

• 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.

Benefits

• Comfortable working U.S. hours

• Remote work from home

Fraud Disclaimer: ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.
Originally posted on Himalayas