Client Relations and Case Management Coordinator

OVERVIEW We are recruiting on behalf of our client for a Client Relations & Case Management Coordinator. Our client is a US-based organization seeking a dedicated professional to serve as the primary point of contact for clients and families, managing ongoing cases and ensuring a consistently high standard of service. This is a fully remote role supporting US operations, and the successful candidate must be available to work during Eastern Standard Time (EST) business hours. This role is well suited to someone who takes genuine ownership of their work, handles difficult situations with confidence and professionalism, and identifies solutions without needing to be prompted. If your background is limited to answering phones or basic data entry, this role is unlikely to be the right fit. KEY RESPONSIBILITIES Serve as the primary point of contact for clients and families, managing ongoing cases from initiation through to resolution Handle complaints, difficult conversations, and client concerns with professionalism, empathy, and a focus on practical outcomes Coordinate staffing changes and replacements, keeping clients fully informed and ensuring continuity of service throughout the process Proactively identify potential issues before they escalate, taking initiative to resolve problems with minimal supervision Build and maintain strong client relationships that support satisfaction, trust, and long-term retention Maintain accurate and up-to-date case records, follow-up logs,