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ReWorks SolutionsCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a large team of Case Managers and Client Success Coordinators, with a focus on performance management, client service excellence, and effective communication. Proven ability to handle complex escalations and foster a high-performing team culture through coaching and accountability.
Highest-signal resume keywords
Team LeadershipPerformance ManagementClient Service OrientationEscalation ManagementCoaching and Development
About the role
Key responsibilities & impact- Lead and manage a large team of Case Managers / Client Success Coordinators
- Set clear performance expectations and ensure team members consistently meet service standards
- Monitor and manage team KPIs, productivity, quality, and performance metrics
- Conduct regular coaching, performance discussions, and development sessions
- Provide ongoing guidance, support, and accountability to team members
- Identify performance gaps and implement appropriate improvement plans
- Manage complex and sensitive client, family, and therapist escalations
- Handle difficult conversations professionally, calmly, and empathetically
- Ensure client concerns are resolved efficiently and appropriately
- Maintain a high standard of client service and overall customer experience
- Monitor case management and client success processes to ensure consistency and efficiency
- Collaborate with other operational teams to resolve issues and improve service delivery
- Identify process gaps and opportunities for continuous improvement
- Ensure accurate communication and follow-through across the team
- Provide management with regular updates on team performance, challenges, trends, and opportunities
- Take ownership of operational issues and ensure appropriate resolution
- Support a positive, accountable, and high-performing team culture
Requirements
What you’ll need- Minimum 5 years of relevant professional experience in Case Management, Client Success, Healthcare Coordination, Customer Service, Client Services, Healthcare Administration, or a related environment
- Strong people-management experience leading a large team is essential
- Proven experience managing team performance, KPIs, coaching, development, and accountability
- Demonstrated experience managing complex escalations and difficult conversations
- Strong client-service orientation with excellent interpersonal skills
- Ability to communicate professionally, clearly, and empathetically
- Strong organisational and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable making decisions and taking ownership of issues
- Ability to work independently while collaborating effectively with other operational teams
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case ManagementHealthcare CoordinationKPI MonitoringPerformance MetricsProcess Improvement
Soft Skills
Interpersonal SkillsOrganisational SkillsProblem-Solving SkillsEmpathyCommunication Skills
Industry Keywords
Client SuccessCustomer ServiceHealthcare AdministrationOperational IssuesService Standards