Case Manager

We are seeking a proactive, highly organised, and resourceful Case Manager to join our team. This is a hands-on and detail-oriented role that combines case management, client intake, insurance authorisations, utilisation management, and ongoing case coordination.

We are looking for a natural go-getter someone who takes ownership, follows through, and actively looks for solutions. If they do not know how to do something, they should make an effort to investigate, problem-solve, and figure it out rather than waiting for constant direction.

Responsibilities

• Manage an assigned caseload and oversee the administrative coordination of each client's journey.
• Act as a key point of contact between clients, families, clinical teams, administrative teams, and insurance providers.
• Monitor the progress and status of each case and ensure all required actions are completed.
• Maintain accurate and detailed case records, including client communications, documentation, authorisations, and outstanding tasks.
• Proactively identify issues, delays, or barriers that may impact a client's ability to begin or continue receiving services.
• Take ownership of outstanding matters and follow them through to resolution.
• Coordinate with internal teams to ensure client information is accurate and all relevant parties have the information required to support the case.
• Escalate complex issues or concerns to the appropriate manager or clinical team when necessary.
• Ensure smooth coordination between intake, authorisation, scheduling, and service delivery.
• Manage and coordinate the end-to-end intake process for new clients.
• Serve as a primary point of contact for prospective clients and families during the intake and onboarding process.
• Respond to new client enquiries and follow up promptly with prospective families.
• Guide families through the intake process and clearly explain the required next steps.
• Collect, review, and organise all required intake documentation.
• Ensure intake forms, insurance information, referrals, assessments, and other required documentation are complete and accurate.
• Follow up consistently with families regarding missing information or outstanding documents.
• Coordinate insurance verification and confirm that the necessary information is available before services begin.
• Track each prospective client through the intake pipeline and ensure cases continue progressing.
• Maintain regular follow-up with families to prevent leads or prospective clients from becoming unresponsive or falling through the process.
• Identify delays or barriers during intake and proactively work to resolve them.
• Coordinate internally with relevant teams to ensure a smooth transition from initial enquiry through intake and into service delivery.
• Ensure all client information is accurately entered and maintained in CentralReach and Zoho CRM.
• Maintain clear notes and records of all client interactions and follow-up activity.

Requirements

• Previous experience as a Case Manager, Intake Coordinator, Intake Specialist, or in a similar healthcare or behavioural health role.
• Experience managing multiple cases or a caseload.
• Experience coordinating new client intake and onboarding.
• Experience with insurance verification, authorisations, and reauthorisations.
• Experience tracking authorised hours and service utilisation.
• Experience using CentralReach is strongly preferred.
• Experience using a CRM system, ideally Zoho CRM.
• Excellent organisational and time-management skills.
• Strong attention to detail and ability to manage large volumes of information accurately.
• Excellent written and verbal communication skills.
• Strong follow-up and relationship-management skills.
• Ability to manage multiple priorities and meet deadlines.
• Comfortable working independently in a fast-paced environment.