• Intake & Triage: Monitor incoming case queues, ensuring referrals are processed promptly and assigned to appropriate clinical case managers, affiliates, etc
• Case Coordination: Assist internal clinical case managers and affiliates with case file management, supporting affiliates with technical issues related to dedicated affiliate portal, data entry, and tracking authorisation periods, invoices, etc
• Crisis Protocol: Act as a first point of administrative contact during high-volume periods, escalating urgent or high-risk cases to clinical case managers immediately
• Documentation: Ensure all clinical documentation is uploaded to the relevant systems accurately and within required timeframes
• Mentorship & Training: Train and guide existing clinical administrative staff and serve as a mentor for junior administrators
• Workflow Oversight: Act as the administrative lead by monitoring the department & overall case queues and workload to ensure the team is meeting SLAs and reallocating resources during high-volume surges
• Quality Audits: Conduct weekly spot-checks of case files created by intake and Connected Calendar affiliates and to ensure data integrity, proper coding, and documentation compliance. Keeping affiliate scorecards up-to-date and ready for KPI feedback
• CISM Coordination: Lead the logistical coordination of Critical Incident Stress Management (CISM) responses for large-scale onsite trauma events (e.g., arranging travel and briefing materials for counsellors deploying to onsite customer locations), working with the Clinical Lead
• Network Gap Analysis: Proactively identify gaps in the provider network (e.g., lack of child psychologists in a specific country; lack of additional legal providers in specific country, etc) and work with the Provider Network Developer
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Operational & Administrative Duties

• Monitoring and Reports: Generate weekly and monthly reports on key performance indicators (KPIs) such as affiliate scorecards, call answer rates, and case turnaround times
• Billing Support: Reconcile provider invoices against authorised sessions and resolve billing discrepancies in collaboration with the clinical case mana finance team. This will cover invoicing for service provision across EAP
• Process Improvement: Identify bottlenecks in the case management workflow and suggest administrative solutions to improve efficiency and the client/affiliate experience
• Data Corrections: Pull regular data corrections for the internal/external team to review and fix
• Technical/IT ticket support: Keeping track of system updates that may require troubleshooting with affiliates and the case management team, attending monthly technical support meetings