Case Manager

1 week ago

Pasig, National Capital Region, Philippines Outposter Inc Full time $104,000 - $130,878 per year

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.

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