Case Manager

Role Overview:

The Case Manager will be the primary point of contact for patients, ensuring they receive a seamless and supportive experience throughout their treatment journey. This role combines patient care, administration, and account management, with a strong focus on customer service, collections, and ongoing engagement.

Key Responsibilities
? Manage a caseload of 250–300 patients, providing consistent support and follow-up.
? Act as the central liaison between patients, doctors, allied health professionals, and pharmacies.
? Handle inbound inquiries via phone and email with professionalism and empathy.
? Conduct monthly check-ins to monitor progress and ensure treatment adherence.
? Manage patient payment plans, collections, and renewals, meeting agreed financial protocols.
? Accurately update the Zoho CRM system with patient details, treatment progress, and payment status.
? Drive renewals, upsells, and cross-sells of services to support business growth.
? Promote a positive patient experience, including encouraging 5-star Google reviews.
? Provide insights and feedback to support sales, operations, and management teams.

Key Performance Indicators (KPIs)
? Maintain 80%+ collections for patient payment plans.
? Achieve at least a 35% renewal rate annually across assigned patients.
? Maintain 95%+ patient satisfaction scores through surveys/feedback
? Meet productivity and reporting requirements using the company CRM and tools.

Skills & Attributes
? Strong interpersonal and communication skills with a patient-first mindset.
? Highly organised with the ability to manage a large caseload.
? Confident in managing collections and financial follow-ups.
? Tech-savvy, with the ability to use CRM systems and reporting tools effectively.
? Resilient, adaptable, and motivated by both patient outcomes and business targets.