О вакансии
About The Role
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.