Case Manager
3 weeks ago
Case Manager
Posted today
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 organized 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.
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