Staff and Achievements
Gugu Bantubani Mngomezulu, an ER24 Case Manager and registered nurse, helps manage patient care, coordinates with hospitals and medical schemes, handles admin, supports trauma cases, reduces costs, and ensures efficiency and compliance.
Working to save lives – and reduce costs
As an ER24 Case Manager since 2017, Mngomezulu says her role is to share correct medical information and make sure patients get the appropriate level of care by talking to ER24 staff, patients, hospitals, and medical aid providers. “Basically, my job requires teamwork with all the other stakeholders,” she explains
ER24 Case Managers work in the Contact Centre, where they assess patients' conditions and make sure their care is on track. They do this through ER24’s Computer-Aided Dispatch (CAD) system, used to receive emergency calls, capture data, and dispatch the right resources.
Mngomezulu enjoys the teamwork in her job and says it’s important because she can help make the process smoother and more manageable for patients.
“As case managers, we consider the correct level of care according to a patient’s needs and clinical condition. This ensures the most appropriate resource is sent. An incorrect decision could mean the patient faces significant financial strain and, more critically, serious clinical risk,” she explains.
ER24 Case Managers do more than manage clinical risk – they also work in line with medical scheme rules to ensure funding requirements are met and financial impact on the patient is minimised. In addition, they ensure compliance with case management procedures, contractual obligations, and legal requirements.
Job satisfaction as an ER24 case manager
Mngomezulu says her interest in the medical field was sparked when she was in matric and her mother was involved in a car accident. “On my daily visits to the hospital, I fell in love with the medical environment, especially nursing.
“People find it surprising that even though I’m a nurse, I don’t see patients. But my job still involves ensuring the best patient outcomes. Instead of being hands-on, I manage patients from an administrative perspective.
“You get to enjoy your job and still work in service delivery and provide quality care,” she adds. “But it’s not as stressful as dealing directly with the patient, like you do in bedside nursing.” Her friendly but confident personality suits a job that requires clear communication and getting things done efficiently. “I’ve also got an eye for detail, which is essential for my work!”
Touching patients’ lives
Mngomezulu has dealt with many unforgettable cases, but she’s especially moved when arranging transport for seriously ill newborns. “Sometimes, these babies have serious deformities, which is heartbreaking. But I work on difficult cases every day, so I’ve learned to keep my emotions separate. Ultimately, knowing I’m helping patients gives me a real sense of fulfilment.”