Case Management Administrator
Job Type:
This role is permanent, subject to Philippine Labor Law’s Probation and Regularization standards.
Job Overview:
The Case Management Administrator provides administrative support to the Injury Management Team, with a
primary focus on contacting clinics and healthcare providers to obtain medical notes and other documentation
related to injured workers’ care. This position is responsible for documenting each contact attempt, tracking
outstanding records, and ensuring received documentation is available to the assigned case manager for timely
review.
The ideal candidate is organized, detail-oriented, comfortable making frequent outbound calls, and persistent in
following up on outstanding requests while maintaining a professional and courteous approach.
Responsibilities
Medical Records Requests and Follow-Up
• Contact clinics and healthcare providers to request visit notes, work status reports, test results, and other
documentation requested by the case management team.
• Make timely follow-up calls when records have not been received, following established procedures and
follow-up schedules.
• Confirm that the clinic has the correct contact information and delivery instructions for sending records.
• Clarify the status of outstanding requests, including when documentation is expected to be available.
• Notify the assigned case manager or supervisor of delays, difficulty obtaining records, or other issues
requiring assistance.
Call Documentation and Tracking
• Document each call and contact attempt in Sourcelink.
• Include the date of contact, clinic or provider contacted, person spoken with, information requested,
outcome of the call, and next follow-up needed.
• Maintain accurate tracking of outstanding records requests and scheduled follow-up activities.
• Ensure documentation is clear, complete, and entered promptly so the team can identify the status of
each request.
Records Processing and Team Coordination
• Monitor designated channels for incoming records and match documents to the correct injured worker
and case.
• Save and organize received records in the appropriate system or case file.
• Verify that received records correspond to the requested employee and visit date, and follow up on
missing or incomplete documents.
• Notify the assigned case manager of any information obtained during the call.
• Refer clinical questions, treatment concerns, and information requiring nursing judgment to the
appropriate clinician.
Administrative Support
• Monitor assigned work queues and prioritize calls and follow-up tasks based on established deadlines
and team needs.
• Maintain confidentiality and handle employee information and medical records according to company
policies and applicable privacy requirements.
• Support the team in meeting productivity, documentation accuracy, and turnaround expectations.
• Perform other related administrative duties as assigned.
Qualifications
• Previous experience in administrative support, healthcare operations, medical records, case management
support, or customer service is preferred.
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and meet deadlines.
• Proactive in following up on pending items and resolving issues.
• Ability to work independently in a remote environment.
• Comfortable using Microsoft Office applications, spreadsheets, email, and web-based systems.
• Willingness to learn company procedures, systems, and workflows.
• Ability to handle confidential information with professionalism and discretion.
Key Competencies
• Attention to detail and accuracy
• Time management and prioritization
• Accountability and ownership
• Problem-solving and critical thinking
• Professional communication
• Follow-through and consistency
• Adaptability and teamwork
• Confidentiality and integrity
Performance Expectations
The successful candidate will be expected to:
• Process assigned cases and orders accurately and within established timelines.
• Maintain consistent and timely follow-ups on pending items.
• Keep case records and tracking systems updated.
• Communicate effectively with internal and external stakeholders.
• Recognize potential issues and escalate them appropriately.
• Demonstrate initiative, reliability, and accountability in completing daily responsibilities.
Ideal Candidate Profile
We are looking for someone who takes ownership of assigned tasks, pays close attention to details, and
understands the importance of timely follow-ups. The ideal candidate does not simply wait for instructions but
proactively identifies pending items, investigates discrepancies, communicates with the appropriate parties, and
seeks guidance when necessary.
A strong candidate is dependable, organized, and committed to supporting the team in delivering accurate and
timely service
What’s in store for you?
A Php 5,000.00 fixed night differential per month.
Work from Home allowance of Php 2,500.00 per month.
Work-Life Balance
Opportunity to shape and grow a training program that impacts real people
Collaborative and supportive team environment