About the Role
We are seeking an experienced and results-driven Case Manager Supervisor based in Colombia to lead our case management team while ensuring an exceptional patient experience. This role combines leadership, operations, and patient care, serving as a key liaison between patients, internal teams, and leadership.
The ideal candidate will oversee daily case management operations, support and coach team members, improve processes, and ensure every patient receives timely, accurate, and compassionate service throughout their journey.
Responsibilities
Lead, mentor, and supervise the Case Management team to ensure high-quality performance
Serve as an escalation point for complex patient cases and resolve issues promptly
Oversee the complete patient journey, ensuring a seamless onboarding and follow-up experience
Monitor team performance, productivity, and service quality through KPIs and reporting
Develop and implement process improvements to enhance patient satisfaction and operational efficiency
Collaborate with leadership and cross-functional teams to optimize workflows
Ensure accurate documentation and compliance with company policies and procedures
Review patient cases to ensure timely follow-up and resolution
Prepare operational reports and provide recommendations to leadership
Train, coach, and onboard new Case Managers as needed
Requirements
3+ years of experience in Case Management, Patient Care, Healthcare Operations, or a related leadership role
Previous experience leading or supervising teams
Strong leadership, coaching, and decision-making skills
Excellent communication and interpersonal skills
Advanced English communication (written and verbal)
Strong organizational skills with the ability to manage multiple priorities
Experience working with CRM systems, scheduling platforms, and patient management software
Strong analytical and problem-solving abilities
Ability to work independently in a fast-paced remote environment
Must be based in Colombia
Experience working with U.S. healthcare or international patients is highly preferred
Preferred Qualifications
Experience developing SOPs, workflows, or operational processes
Experience tracking KPIs and preparing management reports
Background in healthcare administration, patient coordination, or medical case management
Experience using AI tools and automation to improve operational efficiency is a plus
Salary: COP $10,000,000 – $12,000,000 per month
