What Does a Case Manager Do?
- annaedwards36
- Oct 10
- 3 min read
When people ask me what I do for a living, I usually say, “I’m a Case Manager.”....Cue the blank stare.
The follow-up question is nearly always, “So… is that like a social worker? Or a PA?”
The truth is, being a Case Manager is a bit like being an air traffic controller, a detective, and a therapist all rolled into one. The only difference is we don’t get a glossy Netflix series to explain it.
Meet “Sandra”
Let me tell you about Sandra. (Not her real name, but you’ll see why her story matters.)
Sandra was in her 40s, a working mum, and the sort of person who never sat still. After a serious road traffic collision, everything changed. She left hospital with mobility difficulties, fatigue that wiped her out after the simplest task, and a family desperately trying to hold things together.
Here’s where I came in.
Medical Maze
Sandra had at least four consultants, a GP, and community services to juggle. My role was making sure no appointment slipped through the cracks and that the right people were actually talking to each other.
Home Life
Her stairs became a daily Everest. I organised an OT assessment, sourced equipment, and after a very long debate with an insurer, got funding agreed for adaptations.
Family Dynamics
Sandra’s young son was struggling. I linked in play therapy and put support in place so the household could breathe again.
Work and Identity
Sandra didn’t just want to exist. She wanted her life back. I coordinated vocational rehab so she could explore options for returning to work.
None of these things sound huge in isolation. But together they were the difference between Sandra being stuck in survival mode and Sandra actually rebuilding a future.
Why This Matters for Solicitors
This is where my solicitor colleagues usually lean forward. Because in clinical negligence and personal injury claims, rehabilitation shapes not only the client’s recovery but also the strength of the claim.
A good case manager means:
Rehabilitation doesn’t stall. Progress continues while litigation takes its course.
Clear, consistent records exist. Every therapy session and milestone feeds into medico-legal reporting.
Disputes are reduced. An independent case manager bridges claimant solicitors, defendants, and insurers under the Rehabilitation Code.
Costs are transparent and justified. Time recording and outcomes show proportionality.
You save time. One coordinated update instead of chasing ten different clinicians for scraps of information.
Quite simply, a case manager strengthens your claim, reduces your stress, and keeps your client moving forward.
So...What does a case manager do in serious injury?
If I had to sum it up, case managers:
Assess needs (health, home, work, family).
Coordinate services (OTs, physios, psychologists, solicitors, insurers).
Advocate fiercely when funding is delayed or denied.
Hold the bigger picture when everyone else is stuck on one small detail.
In Sandra’s case, yes, it was about equipment and therapy, but it was also about hope, family balance, and dignity.
Final Thoughts
Case management isn’t about ticking boxes or drowning people in paperwork. It’s about helping someone move forward when life has been turned upside down. It’s about making sure the right help is in place at the right time, and giving clients and their families the confidence that they’re not facing it all alone.
For solicitors, it’s about knowing your client’s rehabilitation is being looked after properly, with clear records that support the legal process and keep the case moving without unnecessary disputes.
If you’re a solicitor reading this and thinking about a client who could benefit from proper case management, or if you’re a client or family member who sees yourself in Sandra’s story, let’s talk.
📅 Let’s Schedule a Call- If you’d like to talk about how case management can support your client, case, or family, you can book a time with me directly here: Schedule a Call
It’s quick, easy, and saves the back-and-forth of emails.
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