Medical Case Manager, Network Coordinator

We are currently looking to hire a Medical Case Manager, Network Coordinator to join our Corporate Team in South Africa. 

Please note: This is an independent contractor role. The successful applicant will not be an employee and will not be entitled to employee benefits such as leave pay, medical aid contributions, or UIF. The contractor is solely responsible for their own tax affairs with SARS.

*This is a full-time position.  The case management function includes rostered 24/7 shift patterns, operational needs demand this due to availability across different time zones to support individual case management incidents and work with international provider networks.

*This position allows for remote work arrangements from South Africa, but may be required to come into the Corporate office when needed. 

JOB DESCRIPTION

The Medical Network Coordinator will be responsible for:

• Case management of individuals accessing SPS Global’s Global Response Centre for medical help.
• Coordination of providers and networks worldwide (except Africa, the Middle East, and Asia)

SPS Global is the assistance arm of its parent (US) company, Concentric.  We are currently enjoying rapid growth.  This post is designed to meet the current case management needs of medically insured travelers and also the longer-term requirement to coordinate the non-African networks of  SPS’s global assistance system.

RESPONSIBILITIES 

• Coordinate and provide care that is safe, timely, effective, efficient, equitable, and client-centered.
• Perform telephonic medical assessments, gathering relevant medical history and determining patient treatment requirements.
• Remotely manage medical cases, liaising with local medical staff to ensure treatment is medically appropriate for each patient’s circumstances.
• Assess clients’ physical and mental wellness, needs, preferences, and abilities to develop tailored care plans.
• Formulate plans of care, liaising with medical providers, and issuing Guarantees of Payment where required.
• Provide telephone medical advice and arrange referrals to appropriate healthcare providers.
• Establish, implement, manage, and monitor a network of suitable health providers in the regions: Europe, South America, and the Far East. This role involves liaising with healthcare providers, negotiating terms, building relationships, and ensuring that the current network grows in an effective and efficient manner.
• Develop and maintain relationships with key health provider networks.
• Perform telephonic medical assessments, liaising with local and international medical providers, developing individualized care plans, and guiding patients and families through medical treatment and logistical arrangements.
• Monitor ongoing cases, recognize potential high-risk patients, and escalate emergencies appropriately.
• Accurately record patient and case information, complete necessary forms, and produce statistical reports.

REQUIRED QUALIFICATIONS 

• Must be able to legally work in the country where this position is located without visa sponsorship.
• The role may require interaction with international healthcare providers and stakeholders across multiple time zones.
• This job is a hybrid role; there may be occasional office-based work
  
• This position may require occasional travel to visit provider networks or attend industry events.
• Clinical or healthcare experience background (preferably emergency and/or urgent care)
• Experience in managing business-to-business relationships.
• Competency in computer literacy and proficiency in Google and Microsoft applications such as Word, Excel, and equivalent.
  

PREFERRED QUALIFICATIONS

• Strong problem-solving skills with a focus on patient care and service quality.
• Excellent telephonic and written communication, including handling sensitive or challenging situations.
• Ability to work under pressure, manage difficult interactions, and make informed decisions quickly.
• High initiative and accountability, demonstrating a proactive, can-do attitude.
• Ability to work independently while contributing effectively to a team environment.
• Negotiation and persuasive skills: demonstrated ability to secure favorable rates, service agreements, and cost-containment discount schemes
• Relationship Management: proven track record in building and sustaining trust with diverse healthcare providers, specialists, and transport networks
• Conflict resolution and problem-solving: ability to de-escalate disputes and effectively address client and provider complaints
• Effective communication: clearly articulate contract terms, performance expectations, and policy updates to stakeholders
• Ability to work independently while contributing effectively to a team environment
• Strong organizational skills, attention to detail, and accurate documentation