Position: Case Manager / Client Success Coordinator
Working Hours: US Hours (9am-5pm EST)
Location: Full-Time, Remote (South Africa)
Salary: South African Rand (ZAR)
The Case Manager / Client Success Coordinator serves as the primary point of contact for families and therapists, ensuring a positive client experience throughout service delivery. This role focuses on relationship management, issue resolution, client retention, and cross-functional coordination to support high levels of client satisfaction and continuity of care.
Key Responsibilities:
- Manage and maintain positive relationships with clients and families.
- Address and resolve client concerns, escalations, and service-related issues.
- Conduct root-cause analysis on client attrition and service challenges.
- Coordinate communication between families, therapists, and internal teams.
- Support client retention initiatives and engagement strategies.
- Monitor client satisfaction and identify opportunities for service improvement.
- Maintain accurate records and documentation of client interactions.
- Collaborate with operational teams to ensure timely issue resolution.
Requirements
- Minimum of 2 years experience in case management, client success, or related healthcare coordination roles.
- Strong communication and interpersonal skills to build rapport with clients and internal teams.
- Excellent organizational skills with the ability to manage multiple cases simultaneously.
- Detail-oriented and able to maintain accurate records and documentation.
- Problem-solving mindset and ability to handle challenging situations with empathy.
- Experience working remotely and managing tasks independently.
- Familiarity with CRM and case management software preferred.
Benefits
- Comfortable working U.S. hours
- Remote work from home
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