International Senior Clinical Case Manager

Core Responsibilities

• Expert Clinical Case Management:
• Manage a complex caseload from initiation through resolution, including continuous monitoring and follow-up of relevant documentation from all parties (affiliate, client, etc.).
• Provide expert clinical consultation and supervision to providers on detailed treatment plans and the delivery of evidence-based care for challenging cases.
• Ensure all treatment plans adhere to a goal-oriented intervention with a strong workplace focus (when appropriate), aimed at significantly improving the employee's level of functioning within the workplace (work impact).
• Proactively monitor and meticulously manage high-risk cases, implementing advanced risk mitigation strategies.
• Serve as a primary clinical resource for complex inquiries and challenging situations within the case management function.
• Quality Assurance & Data Integrity:
• Rigorously monitor and manage data quality across all clinical metrics (including clinical problems & sessions, work impact, CORE-10, satisfaction), ensuring accuracy and integrity.
• Ensure overall high levels of satisfaction with services delivered by proactively addressing any clinical concerns.
• Ensure affiliate counsellors consistently adhere to all clinical protocols, including risk management, standards, procedures, and service level agreements, with a focus on complex cases.
• Referral & Resource Facilitation:
• Expertly signpost clients into appropriate external resources and liaise effectively with external stakeholders to facilitate specialized referrals where appropriate (e.g., hospitalisation, rehabilitation).
• Facilitate complex referrals into the preferred partner network when needed to support critical capacity gaps, highly specialized clinical needs, or cross-border challenges.
• Clinical Training & Standards Adherence:
• Contribute to the development and refinement of advanced training materials for affiliates on complex clinical protocols, intricate risk management scenarios, cross-border referrals, and challenging case management strategies.
• Provide advanced clinical guidance during the onboarding and training of affiliate counsellors in clinical protocols, standards, and the sophisticated use of the clinical database for complex cases.
• Assist with keeping advanced training materials up to date based on evolving clinical best practices and complex case learnings.
• Collaboration & Problem Solving:
• Collaborate proactively with provider relations and clinical teams to ensure a seamless and high-quality global experience, particularly for complex or sensitive cases.
• Support providers with maintaining accurate professional bios, up-to-date clinical specialties for specialized referrals, and ensuring accurate and effective use of the scheduling tool for complex client needs.
• Investigate and work to resolve complex complaints from both clients and providers, often requiring advanced clinical judgment and de-escalation skills.
• Proactively identify customer-specific or other significant clinical themes and trends from case management activities and communicate this information to operations leadership and client services/customer success for strategic management of client contracts and value-add initiatives.

Qualifications

• Education: Minimum of a Master’s Qualification as a Psychologist / Social Worker
• Registration: Active and unrestricted registration/licensure with a relevant clinical body (e.g. HPCSA / SACSSP, or equivalent international clinical regulatory body) in good standing.

Experience

• Minimum of 8+ years of progressive working experience in a clinical setting, with significant exposure to complex case management.
• Strong preference for candidates with a background and extensive working experience in the Employee Assistance Program (EAP) or workplace mental health field, particularly with complex return-to-work or work-impact cases.
• Experience working internationally and navigating diverse healthcare systems and cultural nuances is highly preferred.
• Proficiency in Google Suite and CRM systems is preferred.

Minimum skillset required

• Excellent customer service skills
• Excellent clinical skills and judgement
• Experience with managing high risk cases
• Excellent English speaking and writing abilities
• Adept at cross cultural communication and collaboration

Other key details

• Clinical Acumen: Exceptional clinical understanding and the advanced ability to identify, assess, and manage high-level clinical risk and complex psychological presentations.
• Problem Solver: Highly analytical with superior problem-solving skills, capable of navigating intricate clinical and operational challenges independently.
• Autonomous & Accountable: Able to work independently without close supervision, while ensuring all key issues are escalated appropriately and critical decisions are clinically sound.
• Detail-Oriented: Meticulous attention to detail, ensuring accuracy of data, maintaining strict confidentiality, and adhering to complex clinical procedures.
• Communicator: Excellent verbal and written communication skills, with the ability to articulate complex clinical concepts clearly and professionally to diverse stakeholders internationally.
• Proactive & Adaptive: Strong continuous improvement mindset, always seeking opportunities to innovate and refine clinical processes. Flexible, adaptable, and thrives in a fast-paced, evolving international environment.
• Organized: Highly organized with exceptional ability to plan, prioritize, and manage a high-volume, complex caseload effectively to meet deadlines and perform under pressure.
• Collaborative: A strong team player who readily accepts change and collaborates effectively with internal and external partners while maintaining a focus on individual case responsibilities