What Makes a Good Case Manager?

Case management is a collaborative process of planning, implementation, coordination and evaluation of options and services. Case management solutions traditionally assisted law firms, banks and healthcare providers. But today, case management has become an integral part of all major businesses that deal directly with end-consumers and intermediaries.

A case manager navigates each step of a process with respect to an individual client’s specific needs and requirements. They are responsible for negotiating legal and ethical agreements with organisations on a client’s behalf and maintaining their privacy and confidentiality. In the ever-dynamic business world where settlement is achieved through struggle, the need for case managers is ever-growing. In the US, the number of certified case managers has increased by over 50%.

Key Characteristics of a Good Case Manager

1) Documentation

Documentation is widely considered to be one of the most crucial aspects of case management. Case managers should collect and document client queries, feedback, and grievance reports on a monthly or quarterly basis. Documentation is also extremely important for billing cycles and producing financial statements.

Crust’s Service Solution allows you to upload multiple files to single records. This means that documentation can be easily stored in case records, and accessed afterwards.

2) Customer Service

As much as 90% of Americans use customer service as a factor in deciding whether or not they should do business with that company. Hence, to ensure valued monetary returns for a business, a case manager must ensure that clients are satisfied with the services they receive. Therefore a good case manager should be able to handle and deal with a client’s complaints and concerns in a timely and professional manner.

3) Time Management

Case management usually involves time-consuming daily responsibilities such as face to face meetings, planning follow-ups, and documenting and filing reports. Therefore, a case manager needs to have satisfactory time management and planning skills to ensure administrative coordination and structure so that the customers can receive the best service possible.

4) Communication Skills

Case managers are responsible for communicating with clients, law firms, insurance firms, healthcare and service providers and other case managers daily. They are accountable for regularly informing the clients about progress updates and community services and programs without using complicated industrial vocabulary.

Case managers may also have the responsibility of communicating with clients on a one on one basis. This means potentially having to deal with rude, inappropriate responses from anxious clients in crisis. Therefore, a case manager should be able to respond in a professional and calm manner to ease the client’s anxiety in question.

5) Multitasking Abilities

A case manager may sometimes have to complete several critical tasks at the same time. Therefore, as a good case manager, you should be able to coordinate between various managerial responsibilities skillfully. Like this, you can prioritise the client’s best interests.

Automation services can serve as great allies to multitasking case managers. Crust’s very own workflow builder can help automate repetitive case management workflows like screening, evaluation, general report filing etc, allowing the managers to focus on more complex tasks.

Crust’s Service Solution is the perfect fit for your business

Crust offers an excellent pre-built Service Solution app that matches all the needs your business may have. It offers case management, product management, advanced reporting, automation services and more. Try a demo to discover how it can solve all your case-management problems.