OVERVIEW
We are recruiting on behalf of our client for a Client Relations & Case Management Coordinator. Our client is a US-based organization seeking a dedicated professional to serve as the primary point of contact for clients and families, managing ongoing cases and ensuring a consistently high standard of service. This is a fully remote role supporting US operations, and the successful candidate must be available to work during Eastern Standard Time (EST) business hours.
This role is well suited to someone who takes genuine ownership of their work, handles difficult situations with confidence and professionalism, and identifies solutions without needing to be prompted. If your background is limited to answering phones or basic data entry, this role is unlikely to be the right fit.
KEY RESPONSIBILITIES
- Serve as the primary point of contact for clients and families, managing ongoing cases from initiation through to resolution
- Handle complaints, difficult conversations, and client concerns with professionalism, empathy, and a focus on practical outcomes
- Coordinate staffing changes and replacements, keeping clients fully informed and ensuring continuity of service throughout the process Proactively identify potential issues before they escalate, taking initiative to resolve problems with minimal supervision
- Build and maintain strong client relationships that support satisfaction, trust, and long-term retention
- Maintain accurate and up-to-date case records, follow-up logs, and administrative documentation
- Contribute to the continuous improvement of client service processes and support broader operational needs as required
REQUIREMENTS
- Matric (Grade 12) as a minimum; a National Diploma or relevant NQF Level 6 qualification in Business Administration, Health Sciences, Social Work, or a related field is advantageous
- At least 2–3 years of experience in a client-facing role that required meaningful case management, relationship management, or client services responsibilities
- Demonstrated ability to manage difficult conversations and resolve complaints in a professional and constructive manner
- Strong written and verbal communication skills, with the ability to engage confidently with clients, families, and internal teams
- Highly organized, with proven ability to manage multiple cases simultaneously and maintain accurate records
- Ability to work independently during US EST business hours and meet deadlines without close supervision
PREFERRED EXPERIENCE
- Prior experience in a healthcare, behavioral health, home care, or social services environment
- Exposure to staffing coordination, scheduling, or workforce management processes
- Experience working remotely for a US or UK-based client or employer
- A demonstrable track record of taking initiative and improving client outcomes beyond the standard scope of a role
KEY COMPETENCIES
- Strong communication skills
- High attention to detail
- Strong organizational skills
- Ability to work independently
- Professionalism and reliability
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