About this role
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
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Lead and manage a large team of Case Managers / Client Success Coordinators.
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Set clear performance expectations and ensure team members consistently meet service standards.
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Monitor and manage team KPIs, productivity, quality, and performance metrics.
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Conduct regular coaching, performance discussions, and development sessions.
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Provide ongoing guidance, support, and accountability to team members.
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Identify performance gaps and implement appropriate improvement plans.
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Manage complex and sensitive client, family, and therapist escalations.
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Handle difficult conversations professionally, calmly, and empathetically.
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Ensure client concerns are resolved efficiently and appropriately.
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Maintain a high standard of client service and overall customer experience.
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Monitor case management and client success processes to ensure consistency and efficiency.
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Collaborate with other operational teams to resolve issues and improve service delivery.
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Identify process gaps and opportunities for continuous improvement.
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Ensure accurate communication and follow-through across the team.
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Provide management with regular updates on team performance, challenges, trends, and opportunities.
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Take ownership of operational issues and ensure appropriate resolution.
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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:
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Case Management
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Client Success
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Healthcare Coordination
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Customer Service
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Client Services
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Healthcare Administration
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A related environment
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Strong people-management experience leading a large team is essential.
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Proven experience managing team performance, KPIs, coaching, development, and accountability.
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Demonstrated experience managing complex escalations and difficult conversations.
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Strong client-service orientation with excellent interpersonal skills.
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Ability to communicate professionally, clearly, and empathetically.
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Strong organisational and problem-solving skills.
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Ability to manage multiple priorities in a fast-paced environment.
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Comfortable making decisions and taking ownership of issues.
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Ability to work independently while collaborating effectively with other operational teams.
Benefits
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Comfortable working U.S. hours
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Remote work from home
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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.