Director of Case Management

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.

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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