Case Manager

7 days ago

Work from Home, Philippines Outposter Full time ₱900,000 - ₱1,200,000 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.

Job Type: Full-time

Work Location: Remote

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