Case management is a direct employee assignment process used in a variety of service industries. The assigned case manager is ultimately responsible for handling every step of the client relationship and service process. A good case manager learns to blend the knowledge gained from prior case experiences with an individualized approach. Effective case managers work to stay educated on important changes in the industry and the particulars of each case in their portfolio.
Create a computerized schedule to assign appropriate time to every case. Automated client scheduling software reduces error and improves efficiency. Adjust the terms of the schedule as needed to accommodate changes to your case load.
Study the details of every case to which you are assigned. Read notes from the client file to understand past interactions with each correlating client. Seek advice from supervisors or coworkers on information you do not understand.
Call clients directly to let them know you have been assigned to their case. Answer any questions they have immediately or offer to get back to them when you have the correct information. Give them your name, contact information and the case number.
Address client concerns as soon as possible. Review trouble cases with supervisors and other case workers to make decisions according to company policy and the best interest of the client. Ask management for the case to be reassigned to a more experienced case manager, if you feel you are not the best person to service the client.
Follow the changes within the company, industry and the cases you work. Advise clients of the developments that may alter the status of their case. Take advantage of new opportunities to work your cases more efficiently and effectively.
Learn to cater your approach to the needs of the individual client. Developing a rapport with clients can speed the service process and increase overall customer satisfaction.
A good case manager is aware of the stresses her client may be going through. Apologize for mistakes and make a real effort to correct them fully.